Hotel Operations Leader: Elevate Guest Experience & Profit

Brightstar is an award-winning hospitality management company, with a proven track record in delivering excellence. Our motto is people, quality, profit, and it’s no accident that people come first. We know that great things come from great people! We are passionate about creating an environment where our employees can bring their A-game and be their best selves.

As Operations Manager, you’ll be a pivotal part of the day-to-day leadership and direction of the hotel, driving high standards, supporting your people, and ensuring memorable guest experiences throughout. With a strong understanding of operations and a hands-on approach, you’ll energise departments to deliver excellence across service, efficiency, and quality. Brightstar’s values are at the heart of everything we do: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. You’ll inspire your team to aim high and grow, while ensuring every guest experience is delivered with care and authenticity. With your passion for hospitality and high standards, you’ll support this hotel to drive operational excellence and make a lasting impact on both your people and your guests.

Objectives of this role:

• Foster a motivated and high-performing team that lives the Brightstar values.
• Drive exceptional guest experience and satisfaction (exceed Quality metrics set targets for branded property).
• Assist in the delivery of revenue and profit targets through effective operations.
• Act as a trusted and visible leader within the property.
• Ensure compliance with safety, brand, and operational standards.

Key Responsibilities:

People:

• Lead by example to deliver an engaged and accountable team culture.
• Motivate, coach and develop team members, supporting succession and training plans.
• Drive effective departmental inductions and onboarding using PlanDay and other tools.
• Partner with the General Manager and Heads of Department to manage team performance and engagement.
• Ensure staffing levels and rota planning are aligned with business needs and budget.
• Participate in the recruitment process, including drafting job postings, screening candidates and coordinating interviews.

Quality:

• Ensure consistent delivery of service across all areas, with particular focus on Housekeeping and F&B.
• Drive guest quality scores performance metrics across the business via Heads of Departments to ensure all benchmarks are met.
• Respond to all guest feedback within an acceptable timeframe.
• Action improvements as and when needed to ensure positive future feedback.
• Collaborate with teams to implement actions that exceed guest expectations.
• Monitor and drive guest quality scores and feedback, taking ownership of service recovery and improvements.
• Support ongoing maintenance standards and ensure a strong visual presentation across the property.
• Maintain high standards of cleanliness, presentation, and operational efficiency.

Profit:

• Support effective costs control and budget/forecast management across relevant departments.
• Monitor and control payroll in line with budget and occupancy levels.
• Maximise upselling opportunities across rooms and F&B to support top-line revenue.
• Work closely with the General Manager and central teams (Operations, Finance, HR, Sales) to align on cost management and revenue opportunities.
• Assist in stock control and procurement, ensuring suppliers are managed in line with budgets.

Responsible Business:

• Maintain a safe and secure environment for guests and staff by ensuring all H&S and fire safety protocols are followed.
• Comply with all food safety and hygiene regulations, maintaining high audit scores and best practice.
• Be present and involved during peak service times to support operational delivery.
• Always represent the hotel in a professional and positive way.
• Take on Duty Manager responsibilities when required, supporting the hotel’s needs across all areas.
• Comply with all company policies, procedures, and operational standards including any hotel-specific brand standards.
• Complete all E-learning and mandatory training within required timeframes.

Skills and Qualifications:

• Proven experience in hotel operations.
• Hands-on leader with a people-first mindset.
• Strong communication, leadership, and coaching skills.
• Experience with Microsoft Office, PMS, and POS systems.
• Strong sense of responsibility, with the ability to work under pressure and to deadlines.
• Flexible to work evenings, weekends, and bank holidays in line with business needs.

The above responsibilities are intended to describe the general nature of the role and are not intended to be an exhaustive list.