Operations Manager

Are you a passionate and experienced Operations Manager looking for an exciting opportunity?

We are the nhow hotel London a quirky, unique and fun hotel on the border of Shoreditch – we are very different (in the best possible way) to any other hotel in London both in terms of look and feel. At nhow London, our aim is to ensure that all our guests have a different yet positive attitude towards us, and every time they come back to visit, we want each and every one to feel that it is a new experience. Our goal is to create a sense of expectation, a zest for discovery and an appetite to return.

nhow London (pronounced now) had opened in January 2020 and re-opened its door in July 2021 following temporary closure due to pandemic. The hotel has been designed by Sir Norman Fosters acclaimed architectural firm Foster & Partners. The hotel themed is Old London Reloaded, designed by architect James Soane and combines British icons with unconventional contemporary elements. These include a?Big Ben rocket sculpture in the lobby and a wood installation around an LED fireplace.?Across eight storeys, the hotel features a restaurant, bar, gym, networking spaces and meeting rooms.

Whatwe'relooking for

We are looking for an Operations Manager who will be responsible for overseeing the day-to-day operations of the hotel, ensuring that all departments are running smoothly and efficiently. This is a key role that requires strong leadership, excellent communication skills, and a passion for delivering exceptional guest experiences. This person will help us to meet the company and guests expectations, to encourage team work, loyalty and unity within the department, and enabling the hotel to operate at its highest standards and at maximum occupancy

Position overview

Departmental Oversight: Oversee the daily operations of various departments, including Front Office, Housekeeping, Maintenance and Food & Beverage.

Guest Satisfaction: Ensure that all guests receive exceptional service and that their needs are met in a timely and professional manner.

Staff Management: Manage and develop a team of departmental staff, providing coaching, training, and feedback to ensure that they are equipped to deliver exceptional service.

Operational Efficiency: Identify areas for improvement and implement changes to increase efficiency, productivity, and quality of service.

Budgeting and Cost Control: Develop and manage departmental budgets, ensuring that costs are controlled and expenses are minimized.

Quality Assurance: Conduct regular quality assurance checks to ensure hotel standards are being met.

Collaboration with Other Departments: Work closely with other departments, such as Sales and Marketing, to ensure that guest needs are met and that the hotel is operating in line with business objectives.

Problem-Solving: Handle guest complaints and operational issues in a professional and timely manner.

Compliance: Ensure that all operations are compliant with hotel policies, procedures, and regulatory requirements.

MAIN RESPONSIBILITIES

Work with the General Manager for the implementation of best practice hotel vision, strategy, policies, processes and procedures to aid and improve operational performance.

Contribute to new business initiatives and projects and review and communicate the impact of these activities on the success of the business.

Cover shifts as required including duty manager.

Second in command/Back up to the General Manager and responsible for smooth operations of the hotel.

OPERATIONS

Ensure that line managers have they targets and deliver versus these objectives.

Regularly monitor the daily handover report and check that corrective action is carried out where necessary.

Conduct communication meetings with Line Managers and fill the daily operation report at the end of each day to send to the General Manager.

Ensure that all departments know their targets and their quality scores to achieve.

Make sure all PO are done properly and suppliers are created in SAP and paid for their service.

Make sure all contract PO are done at the beginning of the year for the entire year.

Knowledge of fire and safety regulations, following these up when necessary.

Knowledge of Standard Operating Procedures (SOPs) and always working according to these directives.

Attending to a constant high level of service towards guests and also colleagues.

COMPLIANCE

Stay up-to-date with relevant laws, regulations and industry standards such as health and safety, employment law and data protection.

Establish clear policies and procedures that outline compliance requirements and ensure that all staff understand their roles and responsibilities.

Ensure compliance with health, safety and environmental policies and procedures to ensure the safety and wellbeing of staff and guests

Conduct regular audits to ensure compliance with required standards, and performance targets and take corrective action under direction of line management as appropriate.

Conduct risk assessments of processes and tasks in the hotels under their responsibilities.

Take corrective action when non-compliance is identified and implement measures to prevent future occurrences.

Work closely with other departments such as HR, Finance, Sales and Marketing to ensure compliance in all areas.

Keep accurate records of compliance-related activities such as trainings, audits and incidents.

PROJECT MANAGEMENT

Planning, managing and coordinating projects including budgets with the General Manager/Finance/Payroll.

Produce information, analysis and reports to ensure line management are informed of project/work progress, problems and agreed resolutions.

TEAM MANAGEMENT

Recruit, supervise and train direct reports.

Manage, coach and develop a high performing and autonomous team.

Provide technical expertise and support to the teams.

Set department objectives/KPIs and review and assess ongoing performance of direct reports

Report on achievement of targets and identify any actions required

Ensure the delivery of the People Strategy within area of accountability

Complete performance reviews of direct reports.

REVENUE MANAGEMENT

To ensure that Line Managers know their revenue target and their expenses.

To ensure Front Office team deliver upselling, cross selling of F&B outlets.

To ensure F&B team works towards upserving to enhance revenue.

To ensure all POs are entered in the system and approved.

To ensure that all accruals are sent to Payroll before month end.

To ensure all inventories are being done properly and recorded accurately.

To ensure you check the daily report daily and report any anomaly that you may see.

Prepare the EFT with GM for your development.

Make sure F&B cost are within budget along with other departments.

Make sure all contracts in place are relevant and negotiated to the best.

Main competencies

a.) Attention to Quality and Detail

b.) Excellent communication skills

c.) Service directed motivational leadership

d.) Leadership

e.) Delegation skills

f.) Analytical skills

g.) Supplier Management