Group Operations Manager in Stoke-on-Trent

Who We Are: Capilon Hotels is a privately owned hotel management company with a passion for exceptional hospitality. Since 2004, we have purchased, redeveloped and operated a portfolio of boutique hotels in central London — and we are growing. We currently operate four distinctive properties, with a fifth opening later this year and further hotels in the pipeline. We care about what we do and aim to deliver exceptional service to our guests in our fantastic properties in Central London. And we look after our teams. Many of our team members have been with us since the very beginning, and that loyalty says everything about who we are.

About The Job: This is a pivotal role at the heart of our operations. You will be the driving force behind the day to day performance of all our hotels — on the ground, hands on, and working closely with each team to raise standards, build capability and deliver outstanding guest experiences, consistently across the portfolio.

A Day in the life: You will divide your time across all four (soon to be five) Capilon hotels, working directly with each hotel's Managers, Supervisors and their Teams. No two days will be the same — one week you might be onboarding a new team member, the next chairing a management meeting, giving an appraisal, reviewing H&S compliance, or helping to recruit the next great hire. Your focus will always be on people, performance and standards.

• Oversee day-to-day operations across all hotels, ensuring smooth running of Front Office, Housekeeping, Maintenance, Food & Beverage and all other departments
• Train, coach and support hotel teams — building capability at every level and creating a culture of excellence
• Ensure brand standards are met consistently across the portfolio, conducting regular site visits, inspections and audits
• Identify gaps in performance and implement practical improvements quickly and effectively
• Monitor and review guest feedback, taking ownership of any issues and ensuring swift, professional resolution
• Support the opening and onboarding of new properties as we grow, bringing structure and standards from day one
• Work closely with Directors to review operational performance and contribute to strategic planning
• Assist with financial oversight — supporting budgeting, cost control, and maximising profitability across sites
• Take ownership of and ensure full compliance with health & safety, legal and regulatory requirements at all properties
• Act as the key operational link between the Directors and individual hotel teams, maintaining clear and consistent communication

What we are looking for: An operator who leads by example and is passionate about developing multi-site teams and delivering inspirational service to our guests. We need someone who is genuinely hands on — not a desk based manager, but someone who is out on the floor, working alongside teams, and leading by example. Your diary will be yours to manage, but flexibility will be required to ensure the teams are always supported. You will be comfortable moving between sites, adapting to different environments, and bringing consistent energy and professionalism wherever you go.

Essential Experience:

• Significant experience in hotel operations at a senior level, ideally across multiple properties or departments
• Proven ability to train, develop and inspire hotel teams
• Strong working knowledge of all core hotel departments — With a strong Rooms Division background.
• Track record of improving operational standards and driving guest satisfaction
• Experience managing or supporting multi-site operations
• Comfortable with financial reporting, KPIs and cost management

Skills & Qualities:

• Natural leader with warmth, authority and the ability to bring people with you
• Exceptionally organised, with a sharp eye for detail
• Strong communicator — confident reporting up to the Directors and Hotel Owners and connecting with front-line teams alike
• Problem-solver who stays calm under pressure and acts decisively
• Highly self-motivated with the drive to continuously improve
• Familiarity with PMS and hotel technology platforms. Experience with Mews and Flexkeeping preferred.
• Flexibility to work across all current and future sites and adapt to business needs

Why join us? We look after our people. Here is what you can expect when you join the Capilon family:

• Competitive base salary with a quarterly profit-share bonus and annual bonus
• Clothing allowance
• Private Health Insurance
• Private Dental, Optical & Audiological Cover
• Discounted hotel room rates for you, friends & family
• Perkbox — discounts across hundreds of retailers, travel, dining and more
• Discounted Gym Membership
• Enhanced Employee Assistance Programme (EAP)
• Access to a Wellness Programme
• Recommend a Friend referral bonus
• Staff events, parties and presents
• Company Pension
• Opportunity to shape a growing hotel group

Capilon Hotels is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all backgrounds and communities. Applicants must have the right to work in the UK.