At a Glance
- Tasks: Lead hotel operations, ensuring exceptional guest experiences and high team performance.
- Company: Join Brightstar, an award-winning hospitality management company that values people and quality.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Other info: Flexible hours and a fun workplace culture await you!
- Why this job: Make a real impact on guest satisfaction while leading a passionate team.
- Qualifications: Experience in hotel operations and strong leadership skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
Brightstar is an award-winning hospitality management company, with a proven track record in delivering excellence. Our motto is people, quality, profit, and it's no accident that people come first. We know that great things come from great people! We are passionate about creating an environment where our employees can bring their A-game and be their best selves.
As Operations Manager, you'll be a pivotal part of the day-to-day leadership and direction of the hotel, driving high standards, supporting your people, and ensuring memorable guest experiences throughout. With a strong understanding of operations and a hands-on approach, you'll energise departments to deliver excellence across service, efficiency, and quality. Brightstar's values are at the heart of everything we do: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. You'll inspire your team to aim high and grow, while ensuring every guest experience is delivered with care and authenticity.
Objectives of this role:
- Foster a motivated and high-performing team that lives the Brightstar values.
- Drive exceptional guest experience and satisfaction (exceed Quality metrics set targets for branded property).
- Assist in the delivery of revenue and profit targets through effective operations.
- Act as a trusted and visible leader within the property.
- Ensure compliance with safety, brand, and operational standards.
Key Responsibilities:
People- Lead by example to deliver an engaged and accountable team culture.
- Motivate, coach and develop team members, supporting succession and training plans.
- Drive effective departmental inductions and onboarding using PlanDay and other tools.
- Partner with the General Manager and Heads of Department to manage team performance and engagement.
- Ensure staffing levels and rota planning are aligned with business needs and budget.
- Participate in the recruitment process, including drafting job postings, screening candidates and coordinating interviews.
- Ensure consistent delivery of service across all areas, with particular focus on Housekeeping and F&B.
- Drive guest quality scores performance metrics across the business via Heads of Departments to ensure all benchmarks are met.
- Respond to all guest feedback within an acceptable timeframe.
- Action improvements as and when needed to ensure positive future feedback.
- Collaborate with teams to implement actions that exceed guest expectations.
- Monitor and drive guest quality scores and feedback, taking ownership of service recovery and improvements.
- Support ongoing maintenance standards and ensure a strong visual presentation across the property.
- Maintain high standards of cleanliness, presentation, and operational efficiency.
- Support effective costs control and budget/forecast management across relevant departments.
- Monitor and control payroll in line with budget and occupancy levels.
- Maximise upselling opportunities across rooms and F&B to support top line revenue.
- Work closely with the General Manager and central teams to align on cost management and revenue opportunities.
- Assist in stock control and procurement, ensuring suppliers are managed in line with budgets.
- Maintain a safe and secure environment for guests and staff by ensuring all H&S and fire safety protocols are followed.
- Comply with all food safety and hygiene regulations, maintaining high audit scores and best practice.
- Be present and involved during peak service times to support operational delivery.
- Always represent the hotel in a professional and positive way.
- Take on Duty Manager responsibilities when required, supporting the hotel's needs across all areas.
- Comply with all company policies, procedures, and operational standards including any hotel specific brand standards.
- Complete all E-learning and mandatory training within required timeframes.
Skills and Qualifications:
- Proven experience in hotel operations.
- Hands-on leader with a people first mindset.
- Strong communication, leadership, and coaching skills.
- Experience with Microsoft Office, PMS, and POS systems.
- Strong sense of responsibility, with the ability to work under pressure and to deadlines.
- Flexible to work evenings, weekends, and bank holidays in line with business needs.
Hotel Operations Leader: Elevate Guest Experience & Profit employer: Job Search Place Limited
At Brightstar, we pride ourselves on being an award-winning hospitality management company that prioritises our people and their growth. Our vibrant work culture fosters collaboration and creativity, ensuring that every team member feels valued and empowered to deliver exceptional guest experiences. With a strong commitment to employee development and a focus on maintaining high standards, we offer a rewarding environment where you can thrive and make a meaningful impact in the hospitality industry.
StudySmarter Expert Advice🤫
We think this is how you could land Hotel Operations Leader: Elevate Guest Experience & Profit
✨Tip Number 1
Network like a pro! Get out there and connect with people in the hospitality industry. Attend events, join online forums, or even reach out to former colleagues. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers, let your passion for hospitality shine through. Share stories about how you've gone above and beyond for guests in the past. This will help them see you as a great fit for their team.
✨Tip Number 3
Be proactive! Don’t just wait for job postings to pop up. Reach out directly to hotels you admire and express your interest in working with them. A well-crafted email can go a long way in making a memorable impression.
✨Tip Number 4
Apply through our website! We’ve got a streamlined application process that makes it easy for you to showcase your skills and experience. Plus, it shows you're genuinely interested in being part of our team at Brightstar.
We think you need these skills to ace Hotel Operations Leader: Elevate Guest Experience & Profit
Some tips for your application 🫡
Show Your Passion for Hospitality:When writing your application, let your love for the hospitality industry shine through! Share specific experiences that highlight your commitment to creating memorable guest experiences and how you embody our values at Brightstar.
Tailor Your Application:Make sure to customise your CV and cover letter for the Hotel Operations Leader role. Highlight relevant skills and experiences that align with the job description, especially your leadership and operational expertise.
Be Authentic:We value integrity and authenticity, so be yourself in your application. Share your unique story and what motivates you to work in hotel operations. This will help us see how you can fit into our vibrant team culture.
Apply Through Our Website:For the best chance of success, apply directly through our website. This ensures your application reaches us quickly and allows you to explore more about our company and the exciting opportunities we offer!
How to prepare for a job interview at Job Search Place Limited
✨Know the Company Values
Before your interview, take some time to really understand Brightstar's values: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. Think about how you can demonstrate these values through your past experiences and be ready to share specific examples that align with their culture.
✨Showcase Your Leadership Style
As an Operations Manager, you'll need to lead by example. Prepare to discuss your leadership style and how you've motivated teams in the past. Bring along stories that highlight your ability to coach and develop team members, as well as how you've fostered a high-performing culture.
✨Prepare for Guest Experience Scenarios
Expect questions about how you would handle guest feedback and ensure exceptional service. Think of specific situations where you've turned a negative experience into a positive one. This will show your commitment to delivering memorable guest experiences and your problem-solving skills.
✨Understand Operational Excellence
Brush up on your knowledge of hotel operations, including cost control, staffing, and compliance with safety standards. Be ready to discuss how you've previously driven operational efficiency and quality in your roles, as this will be crucial for the position you're applying for.
