Hotel Operations Manager in Truro

Company Description: Nestled by the sea, The Idle Rocks and St Mawes Hotels are boutique coastal retreats known for personalised guest experience, understated luxury, and charming character. With beautifully appointed rooms, impeccable service, and a destination restaurant led by our Executive Chef, we offer a serene yet vibrant escape for discerning travellers.

Job Description: We are seeking a dynamic Operations Manager with impeccable standards to oversee all non‑F&B operations of the two hotels, including reservations and revenue management, front office, housekeeping, guest relations, maintenance and administrative functions. Working in close partnership with the Executive Chef, who leads the food and beverage operation, and the Finance Director, the Operations Manager plays a key leadership role in ensuring seamless daily operations and an exceptional guest experience.

Qualifications:

• Proven experience in hotel operations or hospitality management in a boutique or luxury property.
• Strong knowledge of hotel management systems (PMS, channel managers, booking engines).
• Exceptional organizational and multitasking skills.
• Warm, approachable demeanour with a commitment to guest satisfaction.
• Ability to lead and motivate a small team with professionalism and empathy.
• Strong written and verbal communication skills.
• Flexibility to work weekends and holidays as needed.
• High standards and attention to detail.

Preferred Qualifications:

• Experience working in a coastal or seasonal property.
• Familiarity with small hotel environments where adaptability is key.
• Background in customer service, front office leadership, or revenue management.

Additional Information:

Key Responsibilities:

• Reservations & Revenue Management: Monitor booking patterns and collaborate with marketing to optimize occupancy rates and pricing strategies. Manage OTA and direct booking platforms, ensuring content accuracy and rate parity. Prepare occupancy forecasts and reports for ownership and management.
• Guest Services & Front Office: Oversee all aspects of the front desk and reservations process, ensuring prompt, courteous, and efficient service. Manage booking systems, availability, and room allocations to optimize occupancy and revenue. Handle guest feedback and resolve issues with professionalism and warmth.
• Back Office & Administration: Oversee administrative operations including HR processes, supplier coordination (non‑F&B), office supplies, and compliance documentation. Manage hotel management systems (PMS, CRM, etc.) and ensure staff are trained appropriately.
• Housekeeping & Maintenance Coordination: Liaise with housekeeping to ensure rooms are cleaned and prepared in a timely manner, and to the required standards. Coordinate with maintenance for timely repair and upkeep of guest rooms and hotel facilities.
• Team Leadership & Training: Supervise and support appropriate training programmes throughout the business. Conduct training and onboarding for new hires in operational roles. Foster a positive team culture focused on hospitality, accountability, with attention to detail at all times.
• Collaboration with Executive Chef: Work closely with the Executive Chef to ensure coordination between front‑of‑house operations and food & beverage services. Support cross‑departmental communication to deliver a cohesive guest experience.

What We Offer:

• Competitive salary based on experience.
• Opportunity to work in a beautiful seaside location.
• A supportive, passionate team and a chance to shape a unique guest experience.
• Additional benefits include extra annual leave 1-day per year up to 5‑years, discounted food, Be Our Guest to reward and retain staff, staff food provision, death in service benefit, EAP programme, annual wellness benefit.
• Accommodation options would be available for the right candidate, located centrally within St Mawes village.