We're seeking a Hotel Operations Support Manager - Front of House who combines hospitality expertise with a strong commercial mindset. This role is pivotal in shaping our Front of House strategy to deliver exceptional guest experiences while driving revenue, efficiency, and profitability across the hotels.
Responsibilities
* Develop and maintain Front of House SOPs, including Reception and Housekeeping standards.
* Engage with Reception and Housekeeping Teams to drive service excellence and team retention.
* Support with creating induction plans and training, to ensure development of teams and succession into roles.
* Support the development of Night Porter roles across the group.
* Collaborate with Guest Service Managers and Head Housekeepers to innovate and improve service standards.
* Lead initiatives to enhance guest experience and operational efficiency.
* Monitor KPIs and implement strategies to improve team performance and longevity.
* Support with Health and Safety requirements within Housekeeping.
* Work closely with Operations Director, General Managers, and other stakeholders to ensure alignment with business goals.
Qualifications
* Proven leadership experience in Front of House or hospitality operations, with specific experience in Housekeeping or Reception Management advantageous.
* Strong understanding of guest experience and service delivery.
* Excellent communication skills and ability to influence stakeholders positively.
* Experience analysing data and implementing strategic improvements.
* Highly organised with strong time management skills.
* Familiarity with health & safety compliance and industry trends.
* Experience with multiple systems including Opera and Rezlynx.
The role will require flexibility with working hours, including evening and weekends. It may also require some periods of time covering at properties. In return, we are offering a rewarding role with scope for career progression along with:
Benefits
* Wagestream – access up to 40% of wages as you earn them each week.
* 28 days annual leave (rising to 33 after 5 years).
* Health cash plan and Employee Assistance Programme available 24/7.
* Discounted accommodation, food and drink in our beautiful properties across the country.
* Pension & Life assurance.
* Employee Assistance Programme.
* Enhanced maternity and paternity pay.
* Apprenticeships available.
* Long service awards, including free meals and free stays with your friends or family.
* Bespoke training and development programmes accessible to all.
* An engaging & supportive work environment.
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