Hotel Operations Manager

CLUSTER Operations Manager

Location: Central London, United Kingdom

We are seeking an experienced Operations Manager to oversee the day-to-day operations of a portfolio of serviced apartments and aparthotels across London. The role is responsible for ensuring operational excellence, guest satisfaction, compliance, and commercial performance while leading Property Managers and on-site teams.

Key Responsibilities

Operations Management

• Oversee daily operations across multiple properties.
• Maintain high standards of service, quality, and compliance.
• Improve operational processes to enhance efficiency and guest satisfaction.
• Monitor occupancy, operational performance, and service quality.
• Ensure compliance with health & safety regulations and company policies.

Property & Team Leadership

• Manage and support Property Managers across all locations.
• Conduct performance reviews and operational audits.
• Set and monitor KPIs and operational targets.
• Support teams in resolving guest issues, property challenges, and emergencies.
• Promote collaboration, accountability, and continuous improvement.

Property Oversight

• Ensure excellent housekeeping, maintenance, and property presentation.
• Oversee inventory, suppliers, contractors, and service providers.
• Ensure smooth guest arrivals, departures, and overall guest experience.
• Manage staffing, scheduling, and resource allocation.

Reporting & Performance

• Prepare operational reports and performance updates.
• Monitor KPIs including occupancy, guest satisfaction, maintenance response times, and operational costs.
• Provide insights and recommendations to senior leadership.

Skills & Qualifications

• 5+ years of operations management experience in hospitality, serviced apartments, aparthotels, hotels, or property management.
• Experience managing multiple properties simultaneously.
• Strong leadership, organisational, and problem-solving skills.
• Experience managing budgets and improving operational efficiency.
• Excellent communication and stakeholder management abilities.
• Proficiency with Property Management Systems (PMS), Microsoft Office, and hospitality technology platforms.

Preferred Experience

• Luxury hospitality or serviced apartment experience.
• Knowledge of London hospitality regulations and compliance requirements.

Benefits

• Competitive salary and performance-based incentives.
• Career development opportunities within a growing hospitality business.
• Collaborative and fast-paced working environment.
• Opportunity to make a significant impact on guest experience and operational success.

Pay: From £45,000.00 per year

Application question(s)

• Do you have proven experience managing serviced apartaments/hotels/apart-hotel? Please it is a mandatory for this role.
• Are you able to manage multiple properties simultaneously?
• What is your availability for start working?

Experience

• Hospitality management: 5 years (required)

Language

• English (required)

Work authorisation

• Reino Unido (required)

Work Location: In person