Hotel Operations Manager (Multi-Property)
Location: Gloucester, UK (On-site – Managing Two Hotel Properties)
Employment Type: Full-Time, Permanent
About the Role
We are seeking an experienced and highly motivated Hotel Operations Manager to oversee the day-to-day operations of two hotel properties in Gloucester, UK. The successful candidate will be responsible for ensuring exceptional guest experiences, leading front office operations, managing teams, maintaining operational excellence, and driving revenue while ensuring compliance with UK hospitality standards and company policies.
This is a hands-on leadership role requiring excellent communication, problem-solving, organisational, and people management skills.
Key Responsibilities
Guest Experience
- Deliver exceptional customer service and ensure a memorable guest experience.
- Welcome and assist guests professionally and courteously.
- Handle guest complaints promptly and effectively, ensuring timely resolution.
- Ensure all guests are treated fairly, professionally, and without discrimination.
- Monitor guest feedback and implement service improvements.
- Respond professionally to online reviews and guest communications.
Hotel Operations
- Oversee daily operations across two hotel properties.
- Ensure smooth check-in and check-out processes.
- Monitor room availability, occupancy, arrivals, departures, cancellations, and no-shows.
- Ensure accurate guest records are maintained within the Property Management System (PMS).
- Conduct regular operational audits to ensure service excellence.
- Maintain a clean, organised, and welcoming reception environment.
Team Leadership
- Lead, supervise, motivate, and support reception and front office teams.
- Recruit, train, coach, and mentor team members.
- Conduct performance reviews and provide regular feedback.
- Prepare staff rotas and manage shift allocations.
- Conduct shift briefings and handovers.
- Promote teamwork, professionalism, and accountability.
Financial Responsibilities
- Handle cash and payment transactions in accordance with company procedures.
- Verify daily cash and card reconciliations.
- Investigate and report payment discrepancies immediately.
- Prevent fraud through strict adherence to payment verification procedures.
- Support revenue growth through upselling and occupancy optimisation.
Reservations & Revenue Management
- Ensure reservations are processed accurately.
- Monitor occupancy levels and room availability.
- Support revenue management strategies.
- Maximise room sales through upselling opportunities.
- Maintain strong relationships with OTA platforms and booking channels.
Communication & Coordination
Work closely with:
- Housekeeping
- Maintenance
- Reservations
- Food & Beverage (where applicable)
- Senior Management
- External Contractors
Ensure effective communication to provide a seamless guest experience.
Housekeeping & Maintenance Coordination
- Monitor room readiness.
- Coordinate urgent housekeeping requests.
- Report maintenance issues promptly.
- Follow up to ensure repairs are completed efficiently.
Daily Operational Responsibilities
- Monitor occupancy and room availability.
- Review housekeeping status.
- Confirm staff attendance.
- Monitor guest feedback.
- Complete operational reports.
- Review maintenance updates.
- Ensure reception standards are maintained.
- Complete detailed shift handovers.
Candidate Requirements
- Minimum 3–5 years' experience in hotel operations or front office management.
- Previous experience managing hotel teams.
- Excellent customer service and communication skills.
- Strong leadership and organisational abilities.
- Ability to work under pressure and solve problems efficiently.
- Strong financial awareness and cash handling experience.
- Excellent verbal and written English.
Preferred
- Experience managing multiple hotel properties.
- Experience using Property Management Systems (PMS) such as Cloudbeds.
- Knowledge of Booking.com, Expedia, Airbnb, and other OTA platforms.
- Hospitality Management qualification or equivalent experience.
Working Hours
- Full-Time
- On-site role in Gloucester, UK.
- Flexibility to work weekends, bank holidays, and rotational shifts as required.
- Availability to respond to operational emergencies when necessary.
Join our team and play a key role in delivering exceptional guest experiences while leading the successful operation of two hotel properties across the United Kingdom.
How to Apply: Please send your CV or details of your experience to: [email protected]
Work Location: In person
