Hotel Operations Manager

1 week ago

London, UK, United Kingdom Park Plaza Full time

Hotel Operations Manager


Do you thrive on inspiring teams and driving results? If so, we want you to be part of our team as the Hotel Operations Manager at our stunning Park Plaza Victoria London Hotel.


At Park Plaza, authenticity is at the heart of everything we do. With 299 guestrooms, our Venetian restaurant and bar – TOZI offering a taste of authentic Italy, and 17 Meeting rooms for up to 750 delegates, Park Plaza Victoria London is ideally located in the West End offering superb stays near the capital's primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben.


Your Benefits as a Hotel Operations Manager:

  • 2 wellness days meaning you start with 30 days of holiday per year (pro rata) including bank holidays, increasing with years of service
  • Competitive Salary and Balanced Scorecard Bonus Scheme
  • Discounted rates for PPHE and Radisson Hotel Group hotels, with family and friends’ discounts too
  • 50% F&B discount at our restaurants and bars (for your whole party)
  • Benefit Hub – Discounted prices at hundreds of online and high street stores, supermarkets, major retailers, attractions, restaurants, and cinemas.
  • Access to 40% of your pay before payday through Wagestream
  • Recommend a friend scheme – up to £750
  • Two free meals per day - including days off if you wish to come in
  • Vitality at Work scheme with great gym discounts & more
  • Ride to Work Scheme & free local cycling lessons
  • 24/7 employee assistance programme
  • Free dry cleaning for work uniform
  • Company pension plan & award-winning training
  • Annual Staff parties and events
  • And more...


Your key role responsibilities as a Hotel Operations Manager:

  • Liaise with relevant teams to ensure guest satisfaction, colleague satisfaction, financial goals, and responsible business/legal targets are met whilst ensuring the smooth running and robust strategic direction of the hotel.
  • Day to day tasks relevant but not limited to guest, employee, administrative, financial, legal, sales, revenue, supplier & contractor relations cycles.
  • Proactively upsell and promote all hotel outlets (such as upselling, special events & VIP entertaining) as well as any related reward programs.
  • Actively support in the planning and development of hotel services, development of internal & external marketing initiatives, maximising revenue opportunities and displays a passionate approach towards the improvement of new method of services.
  • Create a welcoming atmosphere and personalised service for each individual external and internal guest having an eye for detail and responding appropriately to guest, colleague and leadership feedback.
  • Engage with colleagues and guests i.e. confidently relaying hotel facilities or internally held meetings, consistently exhibiting appropriate service behaviour (such as greeting, eye contact, using names, personal presentation & grooming standards); Conducting & assisting sales with client show-rounds and entertaining.
  • Demonstrate flexibility and adaptability when personalising external and internal guest’s needs and the changing demand and priorities of the business;
  • Manages and develops your teams and HODs through planning and execution of holidays, payroll and rotas, recruitment, induction, training, appraisals, and performance management of your team.
  • Provide Leadership through leading by example.
  • Communicate both operational and strategic information, and ongoing customer feedback, and ensures team members are trained and developed.
  • Empower the hotel team by providing an inspiring service culture through briefings, team meetings, allocation of resources, IT platforms, handovers and management of the team. Being present at key busy times.
  • Be an active member of the HOD & Executive team and duty management responsibilities as required.
  • Follow guidance and instructions given by leadership team, supported by the company’s standard operating procedures related but not limited to emergency and evacuation procedures, report any incidents, accidents or maintenance faults that may jeopardise guest or colleague’s satisfaction, health & wellbeing.
  • Attend and complete all mandatory ‘Health & Safety’ training, and is responsible for hygiene, health and safety within the hotel.
  • Share best practice with regards to efficiency, profitability, teamwork, planning, being present at the forefront of the business.
  • Ensure that all activities are in compliance with national laws and regulations, management decisions and PPHE Hotel Groups operating policies, processes and procedures. Particular focus relating to compliance within maintenance & supplier contracts and assisting in managing the relationship with housekeeping and other 3rd party & outsourced providers. Ensuring all licensing, crisis & operating procedures are communicated & delivered throughout the business.
  • Get involved in our exciting plans for the hotel this year.


About you:

  • Your helpful, can-do approach and passion for great service will create an amazing impression every time, as you make sure to give every guest a moment they will not forget.
  • Your eye for detail, understanding of processes, and strong leadership will ensure the smooth running and strategic direction of the hotel.
  • You will bring passion and personality to work and be part of this vibrant family - where culture and work-life balance are truly a priority.
  • Previous experience in a similar role or a Head of Department in a hotel looking for their first step into an Operations Manager role.


Renowned for creating memorable moments, Park Plaza caters to both leisure and business travellers with stylish guest rooms and versatile meeting facilities that are perfectly complemented by award-winning restaurants and bars.


Park Plaza. Be part of it.

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