Operations Manager

As Operations Manager, you will keep our hotel running smoothly, ensure everything is working well, and ensure all our guests are safe and comfortable. You will maximise financial returns, drive people's development, create and maintain a memorable guest experience, execute brand standards, and build awareness of the hotel and brand in the local community. You may act as the General Manager in his/her absence. Your day-to-day People

• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance
• Train team members to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently
• Recommend or initiate any People related actions where needed
• Drive a great working environment for teams to thrive - connect departments to create a sense of one-team
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in developing and communicating departmental strategies and goals. Communicate and enforce policies and procedures
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Financial
• Support the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel.
• Provide regular direction and manage hotel operations for all departments
• Monitor and report variances against budget and control labour costs and other expenses
• Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports
Guest Experience
• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
• Review guest feedback and implement strategies for continuous improvement
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups and other key guests
• Lead marketing efforts to upsell guests on hotel services, offerings, and amenities
Responsible Business
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel's or owner's policies and procedures and regulatory requirements. Maintain relations with outside contacts
• Comply with federal, state and local laws regarding health, safety and alcohol services
• Maintain a focus and commitment to operating a "green" hotel
• Perform other duties as assigned. May also serve as manager on duty
  
  Minimum of 2 years in a similar hotel management or operations role.
• Strong leadership qualities with the ability to motivate, mentor, and manage teams effectively.
• Exceptional understanding of guest service standards and a proven ability to enhance guest satisfaction.
• Experience in managing budgets, controlling costs, and maximising revenue opportunities.
• Strong decision-making and problem-solving skills with an adaptable and proactive approach.
• Ability to articulate and introduce change effectively
• Excellent interpersonal and communication skills, with a commitment to fostering a positive team environment.
  
  We offer market-appropriate salary plus access to our extensive benefits package, which includes:
• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Private Medical & Dental Scheme
• Enhanced paid parental leave with service
• Retention bonus at 6 and 12 months
• Employee Assistance Programme, Life Assurance and Income Protection Schemes
• Employee & Friends/Family discounted rates at Heeton-operated hotels
• Referral scheme
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Health Cash Plan and many more
• Heeton is an expanding company which offers excellent career opportunities
Heeton Concept Hotel - City Centre Liverpool boasts an excellent location in the heart of Liverpool city centre.Just 1,650 feet from Liverpool ONE Shopping Centre, 15-minute walk from Lime Street Railway Station. Tate Liverpool and The Beatles Story are a 15-minute walk away. In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process