At a Glance
- Tasks: Lead service management and ensure top-notch quality for hotel chains across EMEA.
- Company: Join Hoist Group, a leader in hospitality technology with a dynamic international presence.
- Benefits: Enjoy a competitive salary, 33 days holiday, and flexible benefits after probation.
- Other info: Work in a collaborative environment that values innovation and personal growth.
- Why this job: Be a key player in transforming vendor relationships into strategic partnerships.
- Qualifications: 5-7 years in Hospitality Project Management and strong communication skills required.
The predicted salary is between 44595 - 54505 £ per year.
Hoist Group is looking for Senior Standards Compliance Officer.
Goal and Main Activities of the
Position: Hoist Group aims to become the number one provider for the applicable products & services across all significant chains operating in Europe, the Middle East & Africa (EMEA).
- The Central Operations Team & Standards Compliance Team is the customer-oriented coordination unit in which all major activities associated with our target chains are consolidated.
- This coordination applies not only between the chain and Hoist Group, but also with other external stakeholders with a vested interest e. g.
Ownership Groups, Franchisee Groups etc.
- Addressing these requirements is essential to make the evolutionary step from being "yet another vendor" to being a "strategic partner," and fulfilling the aspiration of near-perpetual value possible given the size of the footprint of the target hotel chains, and the scope of business delivered by the Hoist Group., SPOC for all chain-level quality, technical & service matters
- Able to communicate verbally and in writing to CTOs, CMOs, and senior members of the chain HQ
- Identify trends and opportunities and work closely with the KAD, other Hoist Group Teams and the client to deliver best in class service and higher satisfaction scores.
- Create value by minimizing the amount of issues (to enable focus on upselling)
- Create a trusted quality, technical and service orientated interface to the client.
- Review and build a structured pre-opening site testing to make sure we comply with those chain standards
- Meet regularly with our international chain of partners to proactively manage the service side of the relationship as part of a coordinated effort with the Key Account Director.
- Constantly review processes, look for improvements and ensure delivery of scalable, standardized, brand-compliant services across EMEA
- Build and manage a centrally documented pipeline of all chain hotels that come into the operations process and align with chain representative to meet completion dates
- Be responsible for the flow of technical information both up and down the chain.
- Go beyond the day-to-day to support with the introduction of new services & technologies.
- Support RFI/RFP processes & grow the Key Account teams contribution to the business.
- Provide a consultancy service to the countries to support large national bids.
- Provide monthly reporting to the chains including HSIA and TV reports
- Report Service Management updates monthly to the KAD
- Report market intelligence on prices, competition, market dynamics, etc.
- Contribute regularly to the Product Development Roadmap
- Enforce brand standards internally and to external partners
- Document and provide training material along with the relevant Hoist training manager to meet chain standards
- Build relationships with key international chains HQ team
- Plan high level roll out of new technologies and services
- Coach and support indirect channel partners and contractors
- Train partners or brief specific deals where you led the approach
- Presentation of materials, SLA adherence etc to chain in reviews
- Chair internal calls with stakeholders (Engineering, etc to address any development needs etc)
- Experience leading virtual workgroups
- Direct commercial (sales experience)
- Degree level or equivalent standard of general education within a relevant field.
- A senior person with at least 5-7 years in a Hospitality Project Management
- Recent experience and achievement at a senior management level within an organisation of comparable scope and complexity, Must gain respect as a leader, influencer & technical go-to person for multiple teams both internally and externally
- Wireless tools certification such as Ekahau
- High level of expertise with IP technology, networks, and Hospitality solutions including Aruba, Brocade, Cisco, Meraki, Fortinet
- Structured, organised, disciplined, and able to handle different tasks & issues.
- Ability to work under high pressure including workload and deadlines
- Internal relationship builder with ability to work with multinational teams
- Analytical, able repackage and disseminate information for rapid problem solving
- Excellent Communication - transparency and pro-active reporting
- Sales skills
- Strong communicator internally and to business customers (B2B)
- Effective problem solver with experience of leveraging this to aid the Sales process.
- Can think strategically
KPI Measurement Metrics
- Group EBITA target
- RFP success rate - Framework Agreement growth within target chains
- Chains KPI targets
- Chain revenue and margin contribution and growth, We are seeking motivated and high energy people.
You will have a key role in the company and the opportunity to play a key part in the organisation.
What's more, you enjoy working in a dynamic international environment where customer service & satisfaction are the drivers.
Finally, you are results-oriented, you have good communication skills, you work well and remain focused when under pressure and enjoy being a valuable team-player within geographically dispersed teams while able to work autonomously when needed.
Hoist Group is the complete hospitality partner for hotels and public operations.
With more than 20 years of proven hospitality experience, Hoist Group is the market leader in innovative High-Speed Internet Access, Conference services, TV & Content solutions, PMS and back-office software as well as other guest-facing amenities.
Many hotel chains and flagship independent hotels have entrusted their IT to Hoist Group.
HQ is in Sweden and the company has offices in a total of 17 countries in the EMEA region.
Hoist Group has annual sales of around 150 MEUR and employs about 600 people.
You will join a fast-growing company and a workplace where innovation and dedication are key.
We cooperate between departments and across national borders in order to continue to drive our development forward.
We promote internal mobility and have many good examples of employees who have worked for the company for a long time and developed over our expansive journey.
Hoist Group promotes a healthy balance between work and private life, and for us it is important to stay well at work!
This role offers a competitive salary, 33 days' holiday including bank holidays., We offer a long-term contract with a competitive salary.
On successful completion of probation, you will also have the opportunity to choose additional benefits, including healthcare and pension.
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Senior Service Manager in City of Westminster employer: HoistGroup
Hoist Group is an exceptional employer, offering a dynamic and collaborative work environment in the heart of London. As a Senior IT Systems Engineer, you will be part of a forward-thinking team that values innovation and customer satisfaction, with ample opportunities for professional growth and development. Enjoy competitive benefits, including 34 days of holiday and flexible options for healthcare and pension, all while contributing to a market leader in hospitality technology across the EMEA region.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Manager in City of Westminster
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like HoistGroup. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to HoistGroup
Don't be shy about reaching out to HoistGroup directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Senior Service Manager in City of Westminster
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about HoistGroup and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at HoistGroup
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
