Operations Manager

OUR BENEFITS

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

RESPONSIBILITIES PEOPLE

• Ensure fellow team members are trained to deliver the Aloft guest journey in line with Marriott brand standards from pre-stay until post-stay guest engagement.
• Foster a guest-first culture, motivating your colleagues to exceed expectations in every interaction to enhance the guest experience to drive a repeat business culture.
• Mentor the ground floor team, ensuring a culture of exceptional hospitality, guest engagement, and professionalism.

GUEST EXPERIENCE & QUALITY

• Ensure all guest interactions are warm, professional, and aligned with the brand & RBH's high service standards.
• Oversee VIP guest experiences, ensuring personalised service and seamless fulfilment of special requests.
• Develop and implement a pre-stay and post-stay call strategy, ensuring guests are welcomed before arrival and followed up with after departure to enhance satisfaction and encourage repeat stays.
• Clarify the guest's reason for visiting and identifying and exceeding expectations.
• Manage guest feedback and online reviews, responding to guest comments professionally, identifying service trends, and using insights to enhance guest satisfaction.
• Develop a network of local suppliers to offer truly unique experiences to our guests.
• Take ownership of guest complaint resolution, ensuring swift action and service recovery strategies that turn negative experiences into positive ones.
• Supervise check-in and check-out operations, ensuring efficiency, accuracy, and an outstanding first and last impression.
• Ensure full-service steps are delivered across the F&B ground floor operation from breakfast service to late bar.
• Ensure the smooth running of M&E business and delivery as per contract requirements.
• Ensure a sale-through service culture to meet the guest needs and deliver the hotels targets.
• Oversee the guest loyalty programme, promoting benefits and encouraging sign-ups to drive retention.
• Ensure VIP guests receive personalised pre-arrival calls to confirm special requests and preferences, such as room setups, dining reservations, and transport needs.
• Monitor and respond to all online guest reviews within 24 hours, implementing improvements based on recurring feedback themes.
• Work with the housekeeping team to establish an in-room welcome touch for VIPs, such as handwritten notes or complimentary amenities.
• Analyse guest complaints regularly, identifying common issues and implementing solutions to prevent reoccurrence.

OPERATIONS & MANAGEMENT

• Report directly to the Operations Manager, providing insights on guest satisfaction, review performance, and service trends.
• Work closely with culinary team to develop best in class amenity offering, recognising the individuality of our guests.
• Maintain full compliance with brand policies, SOPs, and operational procedures, aligning with industry standards.
• Participate in shift briefings and operational meetings, ensuring the team is aligned on VIP arrivals, guest requests, and daily priorities across the ground floor operation.
• Monitor guest service workflow, implementing efficiency improvements to reduce wait times and enhance service levels.
• Work closely with security teams to ensure guest safety and manage emergency procedures.
• Management of select GSA with in the ground floor operation where you are responsible for developing and managing includes performance management.
• Manage budget control within the guest floor operation, ensuring cost efficiency while maintaining high service standards.
• Internal stocktake of monthly beverage items to produce Bev GP% result within the ground floor operation along with ordering stock to maintain an effective operation/ stock rotation.

COMMERCIAL & REVENUE IMPACT

• Support GSA team in upselling room upgrades, late check-outs, and additional hotel services, maximising revenue opportunities within F&B outlets.
• Monitor revenue-generating initiatives within guest services, ensuring they align with business objectives.
• Work closely with Sales and Revenue teams to optimise room allocations, early arrivals, and late departure strategies.
• Working closely with M&E sale team to optimise rooms space and maximise the opportunities to drive revenues including weddings.
• Identify guest service trends that impact revenue, such as repeat customer behaviours and seasonal booking patterns.
• Partner with Marketing to create and promote in-house guest experience packages, such as dining, drinks and other activity promotions.
• Implement performance tracking for upselling initiatives, incentivising the GSA team to maximise additional revenue streams.
• Develop relationships with corporate and group clients, encouraging repeat business and long-term partnerships.

EMPLOYEE RELATIONS & ENGAGEMENT

• Promote a positive and inclusive work environment where all employees feel valued and motivated.
• Ensure all team members understand company policies, benefits, and career growth opportunities.
• Support management in conflict resolution efforts, ensuring fair and transparent processes.
• Encourage cross-training opportunities between all ground floor areas of the operation, supporting employee development.
• Establish an open-door policy, ensuring employees feel supported and empowered in their roles.
• Work closely with Ops/HM to address team challenges, ensuring high levels of job satisfaction and retention.

GENERAL

• Comply with company policies, health & safety regulations, and brand standards at all times.
• Carry out the role of on shift Duty Manager for the Fire process and point of contact for external authorities/agencies.
• Represent the hotel in a professional and guest-focused manner, ensuring exceptional service delivery.
• Stay updated on hospitality trends, innovations, and competitor benchmarking to refine service strategies.
• Support sustainability initiatives, implementing eco-friendly operational practices where possible.
• Ensure full compliance with GDPR and data protection laws when handling guest and employee information.
• Build strong relationships with suppliers, external service providers, and key industry partners.
• Oversee loss prevention procedures of hotel stock from food and liquor to operating equipment, ensuring the safety of guests, employees, and hotel property.
• Champion accessibility and inclusivity, ensuring all guests feel welcomed and accommodated.
• Continuously evaluate guest service strategies, identifying opportunities for innovation and improvement.
• Actively participate in hotel leadership meetings, contributing insights from a guest service perspective.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.