Role Title: Hotel Operations Manager
Responsible for: Hotel Operational Heads of Departments (F&B, Rooms & Host)
Reporting to: General Manager
Purpose Of The Role
Provide a communication channel between the General Manager and Operational Heads of Departments
Provide clear direction and support to Operational Heads of Departments in relation to operational matters, KPI management and people management.
Ensure brand standards (Excellence) are maintained in the hotel
Ensure Guest ReviewPro is a key focus in the hotel
Coach Heads of Departments with development needs
Deputise in the absence of the General Manager
Key Performance Measures
Commercial
Big 4 – hit targets in food costs, wet margins, energy & payroll costs
Brand delivery
Drive a culture where hospitality is a key focus and support the hotel in achieving a Guest Rate overall satisfaction score of 85% (GSS & GRI)
Support HODs in achieving monthly Mystery Dining audit score of over 90%
Support and give feedback to HODs in driving Excellence in their departments and follow up with an action plan in departments not achieving audit score of over 85% each quarter
People engagement
Promote and encourage an engaged workforce
Performance Manage poor performing HODs
Key Accountabilities
Strategy:
Drive the group strategy consistently throughout the year.
Ensure leisure, sales, finance, revenue, people and F&B initiatives are being followed and rolled out in all areas
Support the GM in communicating the strategy and create buy in with operational teams
Monitor progress on the delivery of the group strategy operationally
Drive heads of departments performance via their Key Performance Indicators
Commercial
To flex payroll cost so it is always in line with revenue and benchmarks
To ensure appropriate stock control processes are in place
To control costs proactively to deliver profit conversion
Build brand awareness utilising tools such as social media sites
To ensure data is captured and recorded through all appropriate departments
Brand Delivery
Ensure brand standards are consistently delivered using appropriate training resources, tools, audit measures/ actions plans
Champion brand standards, influencing and coaching the team to deliver amazing hospitality and guest care
Drive Excellence standards; carry out internal audits in departments within your hotel
Support HODs in achieving Review Pro and Mystery Dining targets, making sure its living and breathing in every department
People Engagement
Create, drive and achieve engagement in the hotel teams so employees are motivated to deliver amazing hospitality, monitoring this through engagement results.
Share experience and personal passion to lead a strong development culture, where the majority of managers are internally promoted from Team Leader level
To participate in the recruitment and promotion of employees
Conduct 6 monthly appraisals with operational HODs
Compliance / H&S
To take reasonable steps to identify and where possible rectify risk and comply with all health and safety legislation, including insurance claims, near miss and accident reporting
Ensure Upskill completion over 90% for each department
Support operational HODs to drive H&S standards in their departments and achieve minimum 90% in 6 monthly Shield Audits
Mentor
Manage and coach operational HOD team
Provide regular updates on progress
This list is not exhaustive and the company reserves the right to make reasonable changes to your role from time to time.
Work, Grow, Play Here at Village Hotel Club we are all about embracing personality, individualism and fun. Forget stuffy hotels built around formality, pomp and ceremony. We create lively, modern spaces for our guests to work, eat, relax, play and exercise. With hotels and leisure clubs Aberdeen to Bournemouth and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.
Join us and we can offer you benefits such as…
Complimentary full leisure club membership for you and a family member or friend worth £1500 annually.
Employee Discount on overnight stays at Village Hotels starting from £35 based on 2 sharing
50% discount on Food and Drink purchased on or off shift at any Village Hotel
Exciting training platform with gamified learning
Discounts and cashback offers on many High Street Brands
A range of Well-being and Healthcare benefits
Financial wellbeing support via Salary Finance
Employee Assistance Programme
Flexible working hours
A fun, supportive and inclusive work environment with loads of Development opportunities
Regular team events with our BIG People days monthly
Excellent Reward and Recognition Incentive schemes
Monthly well-being programme for all employees to support your mental health
Anniversary rewards for key milestones of service
Holiday Purchase scheme
Birthday day off
Electric car salary sacrifice scheme
What we need from you…
Will know and understand what it means to deliver amazing hospitality and will thrive on the challenge of always exceeding guest's expectations.
Will be expected to achieve a level of service through the constant monitoring of our established brand standards.
Should be highly attentive to detail and be capable of delivering consistent standards.
Should have a warm, personable nature and a can do attitude.
Must have experience in a similar environment with the knowledge and confidence to deliver.
Come and be part of something new & something special - Work, Grow & Play the Village Way
**Please note - All offers are subject to a successful DBS check in this role**