Multi-Site Hotel Manager
Location: Head Office & Hotel Sites (Hertfordshire/London-based)
Reporting To: Operations Director
Key Responsibilities
The Multi-Site Hotel Manager will be responsible for the effective and efficient management of multiple hotel sites, ensuring consistently high service delivery and operational standards. You will oversee front-of-house, guest services, facilities, compliance, and team development across locations, ensuring each hotel meets performance, financial, and customer satisfaction targets.
Core Duties:
* Build and maintain strong working relationships with senior department heads (e.g. Finance, HR, Compliance, Technology, Support Services).
* Lead day-to-day guest service delivery across all hotel sites – measured via response times, resolution times, and guest satisfaction ratings.
* Oversee facilities and asset management at each site – ensuring planned maintenance tasks, risk actions, and compliance requirements are completed on time.
* Develop and implement operational strategy with the Operations Director, embedding consistent SOPs across sites.
* Provide strong leadership for hotel managers and their teams – including training, mentorship, and performance management.
* Build and maintain strong guest and client relationships, acting as the senior escalation point for service delivery issues.
* Manage budgets in conjunction with the finance team – including forecasting, cost control, and financial reporting.
* Monitor business performance against key KPIs, identifying opportunities for continuous improvement.
Key Performance Indicators
Success in the role will be measured against:
* Talent management and staff development across sites.
* Guest satisfaction scores and feedback ratings.
* Completion of maintenance and compliance tasks (PPMs).
* Risk and remedial actions outstanding.
* Budgets and financial reports issued on time.
* Response and resolution times for guest issues.
* Delivery of consistent brand standards across sites.
Guest Service Delivery
As the Multi-Site Hotel Manager, you’ll act as a brand ambassador, ensuring all staff across locations deliver a consistently excellent guest experience.
* Ensure all guest communication (in person, phone, email) is polite, professional, and brand-aligned.
* Resolve escalated complaints and issues promptly, providing empathetic and effective solutions.
* Support and mentor your teams to ensure service excellence at all times.
Operational Service Delivery
* Support mobilisation and smooth handovers when opening or transitioning hotel sites.
* Take ownership of compliance and risk management routines across all hotels, ensuring full audit trails and reporting are maintained.
* Oversee planned preventative maintenance (PPM) schedules, ensuring assets are maintained and safety certifications are up to date.
* Work with procurement and local managers to ensure contracts are tendered effectively, achieving value for money.
People Management
* Lead, mentor, and develop hotel managers and their teams across multiple sites.
* Conduct regular 1-2-1s and performance reviews.
* Assess training and development requirements, ensuring staff meet agreed service standards.
* Drive a culture of accountability, collaboration, and continuous improvement.
Finance & Reporting
* Work closely with the finance team to oversee budgets, forecasting, and reporting for each site.
* Ensure all financial processes (purchase ledger, invoicing, reporting) are completed to the highest standard.
* Support year-end financial reviews and reporting packs.