Director of Operations

Here at Crimson Hotels, we know our colleagues are key to our success. That’s why we’re passionate about offering limitless opportunities for career progression and personal growth. Not only that, we also offer a supportive and empowering work environment too. All our team at DoubleTree by Hilton London - West End work together to achieve our vision of Creating a Wondrous Place in People’s Lives. Our values drive our behaviour every day. We deliver excellence every day through demonstrating integrity, curiosity, intuition, care and spirit.

The key purpose of your role is to take control and responsibility for the smooth and efficient operation of all hotel departments, ensuring the guest experience and hotel product presentation are maintained to the standards required and the departmental budgeted profitability is achieved.

• Oversee daily operations across all hotel departments, including front office, housekeeping, food & beverage, and maintenance.
• Meet any audit standards.
• Ensure all operational standards are continuously monitored, evaluated and developed.
• Ensure that we have adequate staffing levels, systems and SOPs for all departments within the hotel.
• Ensure all forms of guest feedback including social media feedback is monitored, responded to and any actions required are completed.
• Research trends in hospitality guest experience products and services and make recommendations in line with brand and budget.
• Develop the service and hotel product offering in line with advances in technology, trends and guest expectations.
• Ensure all employees receive regular service and operation standards training to update their skills and knowledge and meet their own personal development needs.
• Ensure all H&S regulations are complied with and ready for any audits.
• Ensure that all departments comply with all legal requirements including PCI compliance and GDPR.
• Ensure all departments comply with brand requirements and lead any brand audits.

• Prepare and manage all departmental budgets.
• Develop and implement incentive schemes that help hotel achieve its strategic and business objectives.
• Be fully aware of all the hotel facilities and promote them whenever possible.
• Ensure that all teams follow cash handling and credit procedures and report/rectify any discrepancies.
• Execute revenue strategies and sales initiatives – whilst continually developing your teams to do the same.
• Co‑ordinate and control issues relating to hotel departments costs, expenses, wastage, breakages, security and stock control.
• Pro‑actively pursue all practices in‑line with company environmental and energy saving initiatives.

• Take a pro‑active approach to contributing to the continued long‑term success of the company.
• Project manage any key strategic hotel priorities ensuring effective leadership of any working party; clear, concise and timely communication to the General Manager and all departments, development and management of associated timelines; delivery of work streams in line with agreed deadlines.
• Work with the General Manager and HOD team to drive improvements to the business.
• Effectively manage relationships with any agreed external contacts, professional advisors and official bodies.

• Ensure our guests receive a wondrous experience.
• Anticipate guests’ needs and provide service to exceed their expectations.
• Take appropriate action with regards to guest feedback and utilize the metrics available to develop products and services.
• Comply with brand and hotel standards.
• Work safely at all times, reporting any damage, wear or tear and understand hotel departmental risk assessments.
• Source suppliers, products and new services to ensure we are meeting customer and market trends and expectations.

• Role model values, professional ethics and conduct.
• Maintain good working relationships with colleagues and support across the hotel.
• Demonstrate commitment to our vision, values and competency framework.
• Constantly improve knowledge and show a desire to learn, participate in training.
• Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work.
• Liaise with HR with any issues which may be classed as high risk.
• Ensure all departments are aware of current developments within the hotel.
• Display a pro‑active and leading role in terms of service, culture, development, team image, systems, procedures and skills development.

• Comply with the Hotel Charter at all times.
• Produce reports as required in line with current guidelines.
• Perform other tasks as directed by the General Manager in pursuit of the achievement of business goals.
• Work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
• Understand your role and responsibilities in terms of the hotel Health & Safety Policy including completion of all mandatory training.
• Familiarise yourself with emergency & evacuation procedures and understand your responsibilities with regards to security.
• Demonstrate operational agility and flexibility, adapting leadership focus and working patterns as required to support business priorities, peak trading periods, and emergency situations.

• Highly competitive salary and benefits package.
• GoHilton – you and your friends and family can explore the world with discounted room rates through our renowned international travel programme with more than 12 brands under the Hilton Family.
• Private Healthcare Plan – financial assistance towards the cost of healthcare.
• 2 x annual salary life assurance.
• Learning and development opportunities – from lots of in‑house and external training courses and programmes and over 1,000 training courses available on ‘Hilton University’.
• Opportunities for promotion and transfer across the company and Hilton group on a national and international level.
• Free‑of‑charge dry‑cleaning of work attire.

In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process. Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.