An exceptional opportunity has arisen for a passionate Hands-on Operations Manager to join the team at Zedwell Piccadilly.
We are a dynamic and creative company committed to bringing innovation to our real estate, hotels, and other areas of our business. If you're driven by passion for innovation and thrive in a fast-paced environment, we’d love to hear from you.
With six hotels currently in our portfolio, all located in London’s bustling West End, we are seeking an experienced, vibrant, and energetic Hands-on Operations Manager for Zedwell Piccadilly.
Duties and responsibilities for the Hands-on Operations Manager include but are not limited to:
- Ensure that guest service is personal and memorable, anticipating needs and following up on requests.
- Build strong relationships and guest loyalty, encouraging repeat visits to the hotel.
- Engage with guests at every opportunity to enhance their experience.
- Handle, follow up, and resolve guest comments or complaints, ensuring communication with relevant department heads.
- Accurately and promptly relay guest messages to the appropriate team members.
- Lead by example, motivating and guiding all front-of-house staff to maximise operational efficiency. This includes staff training, development, performance management, departmental meetings, and appraisals.
- Understand and enforce company policies and procedures regarding front-office operations, ensuring compliance with internal and external audit standards, while regularly reviewing and updating standard operating procedures (SOPs).
- Liaise with the Guest Services Manager to ensure smooth handovers and completion of daily tasks to support shift operations.
- Ensure front desk areas are well-stocked with necessary supplies and manage par levels.
- Oversee the front office budget, ensuring finance administration (including purchase orders and deliveries) is completed accurately and on time.
- Collaborate with the Housekeeping department to manage room allocations.
- Ensure team members effectively use guest history profiles to enhance personalised service.
- Work closely with the General Manager to meet and continuously improve operational standards.
What are we looking for in a Hands-on Operations Manager?
- A positive and motivated individual excited to be part of a fun, collaborative team.
- A results-driven mindset.
- A can-do attitude with strong written and spoken English skills.
- Must have experience managing operations in hotels with 300+ rooms.
- A minimum of 2 years’ experience in a similar operations management role within the hospitality industry.