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Head of Operations

2 months ago

London, United Kingdom CHL Head Office Full time

The Head of Operations is a senior leadership role responsible for overseeing and managing the operational performance of a hotel group. The primary focus is to ensure smooth operations, exceptional guest experiences, and financial success across all properties within the portfolio. The Head of Operations reports to the MD of Hotels and collaborates with various departments within the business.


Key Responsibilities:



Operational Management:

  • Oversee the day-to-day operations of multiple hotels, ensuring high standards of service, efficiency, and guest satisfaction.
  • Establish and monitor key performance indicators (KPIs) related to operational performance, non-rooms revenue generation, cost control, and guest satisfaction.
  • Review and enforce operational policies, procedures, and standards across all properties to maintain consistency and quality.
  • Continuously assess market trends, industry best practices, and guest feedback to identify areas for improvement and innovation.



Team Leadership and Development:

  • Lead, mentor, and motivate a team of general managers, operations managers and department heads, fostering a culture of collaboration, accountability, and continuous improvement, in alignment with the company's mission, vision, and values.
  • Provide guidance and support to the operations team, ensuring they have the necessary resources, training, and tools to excel in their roles.
  • Grow and develop the operations team, identify talent gaps, and implement development plans to enhance individual and team capabilities.



Financial Management:

  • Analyse financial reports, identify variances, and implement corrective actions to optimize revenue and profitability.
  • Monitor and review financial performance, identifying opportunities to increase revenue, reduce expenses, and improve operational efficiency.
  • Collaborate with the finance team to develop and manage annual budgets, financial forecasts, and cost-control measures.



Guest Experience and Quality Assurance:

  • Ensure a consistent and exceptional guest experience across all properties, addressing guest feedback and resolving service issues promptly.
  • Implement and monitor quality assurance programmes to maintain high standards of cleanliness, maintenance, safety, and service excellence.
  • Stay updated on industry trends and customer expectations to enhance the guest experience and drive loyalty.



Direct Reports:

  • Area General Manager (Zedwell)
  • Area General Manager (Cluster)
  • General Manager (Moxy)- planned start date Q4 24’
  • General Manager (Capsule Hotel)- planned start date Q4 24’
  • Group Engineering Director (shared service)



Key Stakeholders:

  • MD of Hotels
  • Head of HR (group)
  • Head of Finance (hotels)
  • Head of Commercial (hotels)


Personal Attributes:


  • Strong, hands-on work ethic
  • Competent, confident self-starter
  • Ability to challenge the norm and think outside the box
  • Dynamic and agile
  • Determined and persistent
  • Cost-conscious
  • Humble and respectful



Qualifications and Skills:


  • Bachelor’s degree in hospitality management, Business Administration, or a related field.
  • Extensive experience (typically 10+ years) in hotel operations, including leadership roles at a senior management level, ideally within both own brand and franchise brand experience.
  • Pre-opening experience and suitable scale/volume of experience.
  • Strong business acumen with a proven track record of driving financial performance and achieving operational targets.
  • Excellent leadership and people management skills, with the ability to inspire, develop, and motivate a diverse team.
  • Exceptional communication and interpersonal skills to collaborate effectively with various stakeholders.
  • In-depth knowledge of hotel operations, industry trends, and regulatory requirements.
  • Proven problem-solving and decision-making abilities, with the capacity to handle multiple priorities and adapt to a fast-paced environment.