Welcome to a New Chapter in Bishop Auckland Hospitality
Nestled in the heart of historic Bishop Auckland, our new 3-star-plus hotel offers more than just a place to stay – it provides a warm Northern welcome, genuine hospitality, and a memorable connection to the rich heritage of the region.
Inspired by the legacy of the Prince Bishops of Durham and the centuries of English history that have shaped this remarkable town, the hotel blends comfort, character, and exceptional service. From the moment you arrive, our friendly team is dedicated to ensuring every guest feels valued, relaxed, and truly at home.
At the heart of our food and drink offering is a celebration of local provenance. Our menus showcase the very best produce from County Durham and the Northeast, complemented by seasonal fruit, vegetables, and herbs grown in our own historic walled garden. Fresh, sustainable, and packed with flavour, every dish tells a story of the landscape and people that surround us.
Perfectly positioned for visitors exploring Kynren – the UK's spectacular live-action outdoor show – the hotel serves as a welcoming gateway to the region's past and present. Whether you're discovering the story of England through Kynren, exploring Auckland Palace and its Prince Bishop heritage, or simply enjoying the beauty of the local countryside, you'll find warm welcome, comfortable surroundings, and an authentic taste of the Northeast awaiting you.
The role purpose
The Senior General Manager will lead the strategic direction, pre-opening, launch and full operational performance of The Auckland Project Hotel. As a senior leader within the organisation, you will be accountable for delivering an outstanding, commercially successful and culturally aligned hotel experience that supports the wider visitor destination. This role will lead all aspects of hotel performance across the new hotel and our existing accommodation venues, ensuring exceptional visitor experiences aligned with the cultural and heritage vision of the Auckland Project, while delivering strong commercial results.
You will operate at both strategic and operational levels, ensuring the hotel becomes a flagship accommodation offering within the Northeast, while driving revenue growth, exceptional guest satisfaction and strong team engagement. The role requires a dynamic and hands-on leader who can establish the hotel as a key part of the wider visitor destination, contributing to the growth of tourism and community engagement in the region. Flexible working hours, including weekends and bank holidays with a high level of on-site presence, particularly during pre-opening and early trading periods.
Key Responsibilities and Tasks
1. Pre-Opening & Project Delivery
· Work with developers, contractors, leadership team and internal stakeholders to ensure operational excellence and successful delivery.
· Establish all operational frameworks, systems and brand standards
· Support on all pre-opening activities, including mobilisation, recruitment, onboarding, and training of the hotel team along with the director of Hospitality and HR Manager.
· Develop and implement operational policies, procedures, and service standards.
· Manage pre-opening budgets and timelines, ensuring a successful and timely launch.
· Contribute to the overall visitor experience strategy in alignment with the wider Auckland Project/ Eleven Arches (Kynren)
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· 2. Operational Management
· Oversee the day-to-day running of the hotel across all departments ensuring seamless, high quality service delivery
· Drive continuous improvement and operational excellence
· Ensure consistently high standards of service, cleanliness, and presentation.
· Deliver an exceptional guest experience that reflects the heritage and cultural positioning of the Auckland Project.
· Implement operational improvements and best practices.
· Maintain strong on-site leadership presence
3. Financial & Commercial Performance
- Own full P&L accountability & develop and set & manage annual budgets, forecasts, and commercial strategies.
- Drive revenue through effective pricing, occupancy management, and commercial initiatives.
- Drive KPIs such as occupancy, ADR, RevPAR, and profitability.
- Manage costs effectively without compromising quality.
· Identify growth opportunities and partnerships
4. Strategic Leadership & Team Development
- Shape and deliver the hotel’s long-term strategy aligned with The Auckland Project vision
- Act as a senior ambassador for the organisation locally, regionally and nationally
- Contribute to wider group planning and cross-functional initiatives
- Working with HR to recruit, develop, and lead a high-performing team.
- Foster & embed a positive, inclusive, and values-driven working culture.
- Ensure compliance with UK employment law and HR best practices.
- Build and lead a high-performing leadership team developing coaching and performance management skills.
- Lead workforce planning, succession and talent development
5. Sales, Marketing & Commercial Strategy
- Work closely with our Visitor Experience and Marketing teams to drive awareness and bookings.
- Build relationships with local businesses, tourism partners, and community organisations.
- Position the hotel as a key accommodation offering within County Durham’s tourism market.
- Support group-wide initiatives and partnerships linked to the Auckland Project.
6. Guest Experience & Brand Delivery
- Champion a guest-first culture across all areas of the hotel ensuring a best-in-class guest experience aligned with heritage positioning.
- Monitor guest feedback and implement continuous improvements to enhance service delivery.
- Ensure the hotel experience complements and enhances the wider Auckland Project visitor journey.
7. Compliance & Health & Safety
- Ensure full compliance with UK legislation, including health & safety, fire safety, food hygiene, and licensing.
- Implement and maintain robust safety procedures and risk management systems.
- Ensure audit readiness and adherence to organisational policies.
- Oversee risk management, health & safety and audit readiness
8. Stakeholder & Community Engagement
- Act as the main point of contact for internal stakeholders and external partners.
- Support the Auckland Project’s mission, values, and community engagement objectives.
- Represent the hotel and The Auckland Project locally within the community and at industry events.
· Build strong relationships with tourism bodies, partners and the community
Pay: £55,000.00-£60,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
- Store discount
Work Location: In person
