At a Glance
- Tasks: Lead hotel operations, ensuring top-notch service in Front Office, Housekeeping, and Food & Beverage.
- Company: Join a dynamic hotel committed to excellence and guest satisfaction.
- Benefits: Enjoy competitive pay, growth opportunities, and a vibrant work culture.
- Why this job: Be part of a team that values creativity, innovation, and exceptional guest experiences.
- Qualifications: Must have 2+ years in hotel management and a degree in hospitality or business.
- Other info: Flexibility to travel and adapt to various roles is essential.
The predicted salary is between 36000 - 60000 £ per year.
Key Responsibilities & Missions
Fully responsible for all aspects of Front Office (including hotel Duty Managers), Housekeeping, Guest Services and Food and Beverage, working with all Heads of Department (HOD).
Operational Excellence
- Accountable for DQA performance metric in line with KPI target set
- Accountable for ASR enrolments initiative and performance in line with KPI targets set
- Lead and manage weekly product review walk arounds with Head HK and Maintenance Manager and report back weekly to the GM on findings and remedial action plans
- Lead the weekly operations team meeting with the HOD daily / weekly to discuss routine operational matters per department, guestfeedback and action taken for service recovery, VIP arrivals, Group arrivals and any event planning
- Actively participate and help plan the Quarterly team coms meetings
- Weekly inspections of the floors and bedrooms to ensure service, cleanliness, health and safety and security standards are being maintained. Weekly report to be sent to the GM
- Manage service recovery, and any staff issues. Feedback to GM on resolution or engage for advice or intervention where necessary
- Dealing with suppliers / vendors involving Heads of Department and reviewing performance assessment of vendors
- Oversee food and beverage operations: ensuring high standards and efficient operations.
- Inspecting and creating all relevant departments SOPs for implementation and signing
- Inspecting all departments with their respective manager's for cleanliness, ambience, service readiness, staff grooming andhospitalityculture
- Assessing and reviewing customer satisfaction and service recovery process, as well at results. Responsible for coordinating the responding to guest complaints and all online reviews
- Identifying staff training and learning needs and assisting with development plans. Quarterly feedback to GM of plans and progress
- Conduct annual appraisals, coaching and training for HODs to implement the targets for team members
- Providing timely and constructive feedback to all direct reports as and when required either formally or informally
Financial Excellence
- Manage payroll costs and headcounts in line with set budgets
- Work with the General Manager with any capital expenditure projects (capex), including hotel refurbishment and implement changes within hotel to upgrade to standards
- Work closely with the GM and Finance with regards to annual budgets, forecasting and ongoing planning for the hotel
- Attend revenue meetings to ensure all revenue opportunities are maximised and conversion to grow the business. Conduct show rounds of the hotel when required
- Monitor and maintain operation and overhead costs to maintain maximum profit to the hotel
- Track and challenge key cost lines associated with each department
- Accountable for Front Office, Food & Beverage, Guest Services and Housekeeping performance in management process for audit control and conducting regular checks to ensure compliance and adapt as needed
Future Growth
- Explore and execute new projects to further enhance guest experience and lead implementation of these projects
- Implement initiatives to future proof the FOH operations
- Work with the sales team to keep up to date of commercial decisions that may affect operations of the hotel, as well as room rates, RFPs and VIPs. Co-host and assist with sales events in the hotel
Sustainability
- Working with the hotel Duty Managers to ensure the security and health and safety of all guests, visitors and staff in the hotel and ensuring all accident and incidents forms are fully completed and uploaded into the Compliance Centre
- Co-host the monthly Health and Safety meetings ensuring maximum attendance and hosting the monthly Green Meeting to minimum environmental impact from the hotel. All meeting minutes to be forwarded to the GM
Other
- Responsible for the overall management of the operation of the hotel and represent the GM in their absence
- Any other duties as assigned
Physical Requirements/ Other
- Able to lift small weights up to 10kg
- Able to stand up for prolonged times
- Able to travel between properties if requested by management
Qualification & Experience
- At least two years spent as senior manager in a four-star hotel or above or serviced apartment hotel / residence
- University or college degree in hospitality or business management
Attributes / Competencies
- Good organizational skills
- Effective communication skills in written and spoken English and ability to act at pace
- Cash and Key handling experience
- Knowledge of Property Management Systems (PMS)
- Strong knowledge of relevant health & safety and employment legislation e.g. right to work, workplace health & safety
- Immaculate standards of personal presentation
- Proven standards of customer service
- Ability to act on your own initiative and think ahead to exceed expectations
- Creativity and confidence to find solutions to everyday challenges
HR/ Training/ Health & Safety
- Attends internal and external training as required
- Is prepared to become a designated first aider if required
- Maintains familiarity with emergency and evacuation procedures
- Ensure that the Duty Management team are inducted and trained in all necessary policies and procedures, particularly in health & safety and security
- Ensures that all relevant training is recorded and that records are sent to the HR department as requested
Other
- Comes to the assistance of colleagues as and when required
- Follows good environmental practices, including turning off lights and equipment and minimising waste
- Is flexible and adaptable to cover shifts at short notice in the event of holidays and sickness
- Is willing to travel between properties in the UK and abroad if required to attend meetings and training courses
- Any other requests which may be reasonably expected within the role
Key Relationships
- Front Office, Concierge, Housekeeping and Maintenance teams, Food and Beverage departments
- Property Management team
- Corporate office team
- Key Europe/Singapore colleagues
- Central Reservations Team
- Singha Executives
AMRT1_UKCT
Hotel Operations Manager employer: Mount Royal Hotel Edinburgh
Contact Detail:
Mount Royal Hotel Edinburgh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Hotel Operations Manager
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) mentioned in the job description. Understanding how DQA performance metrics and ASR enrolments impact hotel operations will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Showcase your experience in managing diverse teams and departments. Highlight any past roles where you led operations meetings or coordinated between different departments, as this is crucial for the Hotel Operations Manager position.
✨Tip Number 3
Prepare to discuss your approach to service recovery and guest satisfaction. Think of specific examples where you successfully handled guest complaints or improved service standards, as this will resonate well with the responsibilities outlined.
✨Tip Number 4
Research current trends in hospitality management, especially regarding sustainability and health & safety practices. Being knowledgeable about these topics will show that you are proactive and aligned with the hotel's future growth initiatives.
We think you need these skills to ace Hotel Operations Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Hotel Operations Manager position. Make sure you understand the key responsibilities and expectations, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in hotel management, particularly in areas like Front Office, Housekeeping, and Food & Beverage. Use specific examples that demonstrate your ability to meet the responsibilities outlined in the job description.
Showcase Leadership Skills: Since the role involves managing various departments and leading teams, be sure to highlight your leadership experience. Discuss any relevant projects where you successfully led a team or improved operational efficiency.
Tailor Your Cover Letter: Craft a personalized cover letter that addresses the specific requirements of the job. Mention how your skills align with the company's goals and how you can contribute to enhancing guest experiences and operational excellence.
How to prepare for a job interview at Mount Royal Hotel Edinburgh
✨Showcase Your Leadership Skills
As a Hotel Operations Manager, you'll be leading various departments. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past.
✨Demonstrate Operational Excellence
Familiarize yourself with key performance indicators (KPIs) relevant to hotel operations. Be ready to discuss how you have previously met or exceeded these metrics in your past roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially regarding guest complaints and service recovery. Think of specific instances where you turned a negative experience into a positive one.
✨Highlight Your Financial Acumen
Since managing budgets and costs is crucial, be prepared to discuss your experience with financial planning and cost management. Share examples of how you've contributed to maximizing revenue in previous positions.