Field Operations Manager in London

Responsible To: Divisional Operations Manager

Direct Reports: Head Housekeepers

Key Relationships: Operations Team, Head Housekeepers, Support Services Office, and Clients

Company Overview: The company is a leading provider of hotel support services, offering high-quality staffing solutions from Room Attendants to Executive Housekeepers. With over thirty years’ experience, the company delivers services to more than two hundred hotels nationwide, cleaning over ten thousand rooms per day. Services include self-serviced apartments, leisure facilities, public areas, and corporate offices. The company is dedicated to sustainable and environmentally friendly cleaning practices, aiming to reduce its carbon footprint while maintaining excellent service standards.

Job Overview: The Field Operations Manager is responsible for overseeing multiple sites to ensure operational excellence, client satisfaction, and profitability. The role requires leading Head Housekeepers and site teams, maintaining consistent standards, ensuring compliance with policies, and achieving financial and operational objectives. The role combines hands-on management and leadership to deliver exceptional housekeeping and client services.

Job Description Key Responsibilities:

• Ensure operational excellence and deliver an outstanding customer and client experience.
• Oversee day-to-day operations personally, including early starts or evening work when required.
• Act as the immediate point of contact for operational issues, prioritising and resolving them effectively.
• Maintain a visible presence across all sites to monitor performance and service delivery.
• Act as the responsible person for health and safety, managing incidents and ensuring adherence to safety management systems.
• Ensure operational compliance with internal policies and external regulations.
• Review, maintain, and enforce operational policies, method statements, and safety measures.

People Management:

• Lead, coach, and mentor Head Housekeepers and site teams to achieve high standards.
• Conduct annual appraisals and manage performance of direct reports.
• Address employee relations matters, including investigations and disciplinary actions.
• Promote team morale and maintain consistent communication across all sites.
• Develop and manage team activities to ensure compliance and achievement of service targets.
• Support human resources functions, including policy communication.

Commercial Responsibilities:

• Monitor financial performance, ensuring cost control and profitability.
• Prepare and assist in managing budgets and business plans.
• Ensure company and client contracts are executed to serve the company’s interests.
• Identify opportunities for new business and support service improvement initiatives.

Business Responsibilities:

• Work with cross-functional teams to develop and improve operational processes, systems, and tools.
• Analyse key performance indicators to identify inefficiencies and implement improvements.
• Produce action plans to meet operational targets and support business growth.
• Plan and allocate resources effectively, including staffing, contingency, and succession planning.
• Manage client complaint handling in line with company policy and key performance indicators.
• Oversee client mobilisation for new accounts, ensuring clear communication and strong relationships.
• Manage up to twenty site locations (dependant on complexity) and oversee daily operations, promptly resolving issues to meet quality and compliance standards.
• Conduct contract performance monitoring, client audits, and reporting for senior management.
• Organise team meetings and collaborate with sub-contractors to align projects and drive continuous improvement.

Key Metrics:

• Achievement of operational key performance indicators across all sites.
• Client satisfaction and service delivery performance.
• Staff performance, engagement, and retention levels.
• Compliance with health and safety, legal, and company standards.
• Financial performance, including cost control and profitability targets.
• Completion of client audits and reporting requirements.
• Implementation of continuous improvement initiatives across sites.

Person specification:

Experience:

• Proven experience managing multi-site operations within hospitality or a similar industry.
• Demonstrated success leading large teams and achieving operational performance targets.

Skills and knowledge:

• Strong leadership, coaching, and mentoring skills.
• Excellent communication and relationship management abilities.
• Advanced organisational and time management skills.
• Proficient in Microsoft Office and operational reporting tools.
• Analytical mindset with a focus on results and continuous improvement.
• Ability to work confidentially and with integrity.
• Ability to thrive in a fast-paced environment and deliver results under pressure.

Qualifications & Licenses:

• Full UK Driving Licence.

Mobility & Travel Requirement (Essential): This role requires the post holder to be able to travel regularly and at short notice to multiple sites as part of their normal duties. A full, valid UK driving licence (or the ability to travel independently and reliably between sites) is essential. The role holder must be able to meet these travel and mobility requirements consistently, as they are an essential part of the role.

Flexibility: Flexible approach to work, including travel and overnight stays as required. Demonstrates flexibility by providing support and operational coverage at additional sites when reasonably necessary to meet business needs. Ability to work additional or varied hours and undertake reasonable tasks to meet company and client needs. Adaptable to changing business priorities and client requirements to ensure operational excellence.