Bespoke Hotels - Operations Manager

Job description

About

 

The Hotel Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure smooth functioning, excellent guest satisfaction, high service standards, effective cost control, and profitability. The role involves managing hotel departments, supervising staff, maintaining operational standards, and ensuring that all activities comply with company policies, health and safety requirements, and applicable regulations.

Key Responsibilities

Oversee the daily operations of all hotel departments, including Front Office, Housekeeping, Food and Beverage, Maintenance, Security, and other operational areas.

Ensure the hotel operates efficiently and maintains high standards of cleanliness, service, and presentation.

Conduct daily inspections of guest rooms, public areas, facilities, and back-of-house operations.

Coordinate departmental activities to ensure smooth communication and service delivery.

Resolve operational issues promptly and escalate major concerns to the General Manager.

Guest Satisfaction and Service Quality

Ensure guests receive professional, friendly, and efficient service throughout their stay.

Handle guest complaints, special requests, and service recovery situations effectively.

Monitor guest feedback, online reviews, and satisfaction reports.

Implement improvements to enhance the guest experience and encourage repeat business.

Maintain consistent service standards across all departments.

Staff Management and Leadership

Supervise department heads, supervisors, and operational employees.

Ensure adequate staffing levels, effective shift planning, and proper staff deployment.

Conduct team briefings, performance reviews, and operational meetings.

Identify training needs and support staff development.

Promote teamwork, discipline, accountability, and a positive working environment.

Ensure staff comply with hotel policies, procedures, grooming standards, and codes of conduct.

Financial Management and Cost Control

Monitor operational expenses, departmental budgets, and cost-control measures.

Work with the Finance Department to review revenue, expenditure, payroll, and financial reports.

Control wastage, manage inventory, and ensure responsible use of hotel resources.

Housekeeping, Maintenance, and Facilities

Ensure guest rooms and public areas meet established cleanliness and presentation standards.

Coordinate preventive maintenance and timely repairs.

Monitor the condition of hotel equipment, furniture, fixtures, and facilities.

Ensure housekeeping supplies, linen, amenities, and operational materials are properly managed.

Follow up on maintenance requests and ensure issues are resolved within agreed timeframes.

Policies, Compliance, Health and Safety

Ensure compliance with hotel policies, standard operating procedures (SOPs), and applicable legal requirements.

Maintain appropriate fire safety, emergency response, food safety, hygiene, and workplace safety procedures.

Ensure incidents, accidents, guest complaints, and operational irregularities are documented and reported.

Support inspections, audits, licensing requirements, and risk management activities.

Protect guest information, hotel assets, and confidential business information.

Reporting and Administration

Prepare daily, weekly, and monthly operational reports for management.

Monitor departmental performance against agreed targets.

Maintain accurate operational records, staff schedules, inventory reports, and incident logs.

Attend management meetings and provide updates on operational performance.

Recommend and implement improvements to hotel procedures and service delivery.

Bespoke Benefits… What’s in it for you?

At Bespoke Hotels, our people are our biggest asset. We focus on engagement and individual development, working with natural strengths and supporting education from a commercial perspective. We create pathways so our people know the direction their careers will head.

We believe that great hospitality can only be delivered by a happy, motivated and engaged team; so this is at the heart of our culture and of our ‘Be-Attitude’ values.

We are proud to provide equal opportunities for our team members, encouraging inclusive and creative culture, providing long-term careers, supporting community and assisting in environmental matters.

At Bespoke, we ensure meaningful relationships with our colleagues, guests and third-party suppliers, positively celebrating diversity and inclusion within our teams, encouraging collaboration and creativity.

We offer competitive salaries, incentives, ample scope for personal development and discounted hotel stays for you, your family, and friends.

Requirements:

The ideal person will have strong experience, ideally at least 1-2 years in a similar position and will have the ability to deliver great service to our guests.

We are looking for someone who is passionate about hospitality, that is reliable and willing to learn as part of this growing team.  

Duties will include:

1. Ensuring all employees consistently achieve product and hospitality service standards.
2. Ensuring a high degree of guest care, whilst consistently aiming by set criteria to meet the Financial and Business objectives.
3. To act on behalf of the General Manager in their absence.
4. To carryout quality training and coaching in a systematic and professional manner.
5. Monitor and comply with all company and legal statutory requirements.
6. Ensure the Company Health and Safety, Food Safety and COSHH legislations are adhered to; this will involve action and appropriate training.
7. To carry out the departmental welcome induction to the set company standard.
8. Complete performance reviews in line with Company policy and ensure agreed objectives are set.

Being Bespoke:

Bespoke Hotels was founded in 2000 and has consistently grown to the point where we now manage over 9,500 hotel rooms, 8,000 employees and £815 million of assets.

We stand today as the UK’s Largest Independent Hotel Group, owning a number of hotels and partnering with an ever-increasing portfolio alongside this. Every agreement we have is Bespoke by name, and bespoke by nature. Our properties range from specialist golfing hotels, to award-winning spa resorts and chic city centre properties.

We pride ourselves on a diverse roster and a unique, individualised management style, with over 90 management agreements across the UK, alongside a further 30 management consultancy services, and 100 hotels with sales & marketing services only.