Operations Manager in London

Hotel Indigo Torquay is on the lookout for a dynamic Operations Manager to inspire and lead in our brand-new, highly anticipated hotel opening. Join the excitement and become part of the Hotel Indigo family!

Hotel Indigo Torquay brings a vibrant new addition to this idyllic coastal town. Nestled along the stunning English Riviera, the hotel offers guests breathtaking views of Tor Bay and easy access to some of Torquay's most iconic beaches and walking trails, where nature can be truly appreciated. Close to local attractions, including the historic Torre Abbey and the lively harbour, guests can also indulge in the region's renowned culinary scene featuring fresh seafood and artisanal delights.

We have an exciting opportunity to join the UK&I's first Hotel Indigo in the IHG Managed & Leased portfolio, leading and shaping a brand-new Front Office team while making a real impact on a property that is elevating local tourism and bringing exciting opportunities to the community. Relocation support is available for candidates already living in the UK with the Right to Work; we are unable to offer visa sponsorship.

As Operations Manager, you will report directly to the General Manager and will be responsible for the following (not exhaustive):

• Leading and managing the Front Office team to deliver consistently high levels of service in line with brand standards, ensuring rotas are strategically planned to meet business needs, occupancy levels and guest demand.
• Overseeing the day-to-day operational performance of the hotel, providing strong leadership, clear delegation and cross-department consistency.
• Providing operational support and guidance to department managers by working collaboratively to ensure consistent standards, effective problem-solving and a seamless guest experience.
• Driving brand standards and service culture across the hotel through structured training and coaching, building capability in teams with little or no previous brand experience.
• Providing ongoing coaching, training, and development for the Night Manager and Front Office team, with a focus on brand behaviours, service excellence and leadership capability.
• Taking a strategic and proactive role in guest service recovery, handling complex or escalated issues in line with brand guidelines, whilst analysing feedback and trends and implementing improvements to prevent reoccurrence.
• Engaging with guests to gather meaningful feedback and insight, using this information to inform operational decisions, improve standards and support continuous improvement across departments.

We are searching for a true service superstar, someone who thrives in providing our Guests with an excellent service throughout their stay. In addition to this, we are looking for someone who has:

• Senior management experience within a Front Office department, within a branded hotel, with proven track record of delivering operational excellence and upholding brand standards.
• Strong leadership and coaching skills. Able to train, mentor and develop teams including those with limited brand experience, while fostering high engagement and performance across the Front Office.
• Proficient in Opera PMS and other hotel IT systems, using these tools to drive operational efficiency, reporting accuracy and effective team management.
• Excellent communication and interpersonal skills, able to engage with guests of all backgrounds, manage complex service recoveries and represent the brand with authority and professionalism.
• Strategic, collaborative and results-focused. Supporting the wider Operations team while leading the Front Office to consistently deliver outstanding service and brand-aligned experiences.

Just like no two Hotel Indigos are alike, we believe no two individuals are alike. Therefore, we offer our colleagues with a wide range of additional benefits to support you. By taking a confident step in your career and joining us, you can expect to receive:

• Financial security – Up to £45,000.00 per annum, guaranteed hours, a free meal on shift, paid holidays, subsidised unsocial hour travel support and enhanced sick pay!
• Growth and development – extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
• Colleague perks - worldwide discounted room rates and discounted F&B whilst on employee rate (IHG has over 6,000 hotels and growing), plus generous friends and family rate. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perks portal.
• Wellbeing – generous maternity/paternity pay, employee assistance programme available 24/7 and access to mental health first-aiders.

If you are looking to join a Hotel company where you can be your authentic self, unite a shared passion for local discovery and celebrate your creative and fun-loving nature, click apply today to see where this adventure could take you!

You must meet the legal requirements to work in the UK. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

About Us: At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

About the Team: Hotel Indigo is an upper-upscale lifestyle brand that captures the true spirit of the neighbourhood. With over 150 properties worldwide, we look for individuals that can inspire our guests to make unique discoveries through meaningful connections to the diverse people, places, and cultures of the local area. Bring your story, to inspire new ones.