Cluster Operations Manager in London

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 and 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes Royal National Hotel, Bedford Hotel, President Hotel, Tavistock Hotel, Morton Hotel, and our IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship Lifestyle Hotel this summer 2026.

We are currently recruiting for a Cluster Operations Manager at Bedford and Morton Hotels. We are seeking an experienced and dynamic Cluster Operations Manager to oversee the day-to-day operations of the above hotels within our group. As the Cluster Operations Manager, you will be responsible for ensuring that each department delivers a consistently high standard of guest service, achieving business objectives, and maximising the profitability of all outlets. Your role will involve planning and directing the hotel's main operations, maintaining quality standards, cleanliness, and guest satisfaction. Additionally, you will promote a culture of excellence in guest care, collaborate with Heads of Departments (HODs) to ensure smooth operations, and deputise for the Hotel General Manager when necessary. Your dedication to put authentic London Experiences and memorable stays within everyone’s reach will be crucial to the success of the hotel.

If you are a results-driven and guest-centric professional with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Join our team and contribute to the success of our hotel by ensuring seamless operations, maximising profitability, and exceeding guest expectations.

• Ensure that each department delivers a consistently high standard of guest service, exceeding guest expectations.
• Achieve business objectives and maximise the profitability of all outlets by implementing effective cost controls.
• Plan and direct the hotel's main operations, ensuring quality standards, cleanliness, and guest satisfaction.
• Promote a culture of excellence in guest care through warm welcomes and a desire to exceed expectations.
• Collaborate with all HODs to ensure the smooth running of day-to-day operations and maintain effective communication channels.
• Conduct regular operations meetings with HODs to discuss routine operational matters, departmental performance targets, and guest feedback.
• Deputize for the General Manager in their absence and represent the hotel at various meetings and events.
• Address and resolve day-to-day queries, complaints, or problems that arise in the hotel, ensuring guest satisfaction.
• Promote a positive employee relations culture through effective communication, regular team meetings, and fostering a supportive work environment.
• Conduct regular inspections of all departments, assessing guest service delivery, cleanliness, presentation, employee grooming, and overall service standards.

• Previous experience in a similar role within the hotel industry.
• Strong leadership skills with the ability to motivate and inspire a diverse team.
• Excellent communication and interpersonal skills to interact effectively with guests, employees, and stakeholders.
• Strong financial acumen and the ability to analyse data and make informed decisions to maximize profitability.
• In-depth knowledge of hotel operations, quality standards, and guest service delivery.

• 28 days holiday, rising to 33 with length of service (including bank holidays).
• Access to ILH Training Academy programmes, apprenticeships and supported study.
• Holiday Purchase Scheme.
• Complimentary uniform dry-cleaning, plus discounted personal dry-cleaning.
• Interest-free Season Ticket Loan.
• Workplace Pension.
• Team member flat rate and 50% friends and family hotel discount.
• 50% discount across ILH F&B outlets.
• Discounted drinks at Blooms Café.
• Employee-funded Health Cash Plan.
• Local Bloomsbury discounts.
• Early Pay access.
• Shopping discounts with selected retailers.
• Salary sacrifice schemes including nursery care, cycle to work, and technology.
• Access to mental health first-aiders, wellbeing support and the Employee Assistance Programme.

You can explore additional benefits here.