Operations Support Manager - Hotel Housekeeping

Do you want to join a market leading catering supplier with over 80 years' industry experience?

Do you want the opportunity to develop personally and professionally?

Do you want to join an exceptional team that delivers operational excellence?

Job Title: Operations Support Manager – Hotel Housekeeping

Location: Home Based

Salary: Competitive 

Hours per week: Variable Shift Rota - 40 hours per week

How we reward our employees?

Win a cash reward monthly in our Food Co Directors Star Award.

All winners of Food Co Directors Star Award are entered into the Annual Star of the Year Award – Winner receives £1000 holiday vouchers.

20% Discount at “The Gym” - 200 sites nationally.

Discounted Merlin Passes for all employees to enjoy discounts on top attractions.

Up to 40% Discount on RAC Membership.

Up to 30% off Microsoft office 360 Packages.

Wide range of retail discounts.

Refer a friend scheme with up to £500 of rewards!

Opportunities for personal and professional development via our Learning & Development platform.

Career progression within a growing company.

Access to “WageStream” giving you the ability to track your wages in real time and access 30% if your earned pay instantly.

Role Overview

We are currently recruiting for a dedicated and driven Operations Support Manager to join our team

Reporting to the Hotel Business Director, this role will oversee the management of all aspects of the Hotel Housekeeping cleaning contract within your regional portfolio. You are accountable for the performance of contracts across your region portfolio. This includes ensuring Managers and team services are performing effectively, and in line with contractual obligations, KPI and SLAs.

What are the main responsibilities of the role?

- Lead operationally and commercially for your region in ensuring that contracted services perform to the highest standards, fulfil all contractual obligations and deliver on financial targets.

- Maintain and deliver the standard for safety, quality, time and cost control.

- Be a role model and provide guidance on company culture. select, develop, manage and lead management team members.

- Guide, develop and implement OCS policies, procedures and systems to improve business operations.

- Monitor and be accountable for the regional goals to improve on service delivery and operational performance, developing shared goals with stakeholders and internal teams to grow relationships across the regional portfolio.

- Work collaboratively with internal and external stakeholders as well as with 3rd party service providers to deliver effective services across the Hotel division.

- Lead change across the region and collaborate with internal stakeholders and staff across the portfolio to ensure engagement in to new ways of working.

- Be accountable for bringing together crucial pieces of information such as strategic priorities, operational performance, innovations, regional events, markets, etc. from various internal and external sources in order to develop strategic options.

- Manage the development of operational plans by playing a lead role in all the development activities performed by the business, establishing and reviewing key strategic priorities and translating them into actionable and tangible plans.

- Alongside the senior strategy management, support the strategic planning process to ensure that this process is timely, focused, and value-adding.

The Regional Director of Operations will provide multi-hotel leadership, focusing on guest satisfaction, associate satisfaction, and owner satisfaction. Acting as a direct supervisor to General Managers, the RDO will provide support and resources, both in person and remotely, while reporting to the Vice President of Operations. Other responsibilities may include but are not limited to the following:

- Promotes hotel's policies and philosophies to associates and guests through direct and indirect interaction

- Oversight of all financial aspects of each hotel in portfolio: P & L, CapEx, Forecasting and Budgeting.

- Ensures operational excellence for all hotels in portfolio; provides support, critique and guidance to hotels falling short of brand standards and/or company expectations.

- Ensure brand QA Compliance/Performance and approving action plans generated by hotel.

- Acts as liaison between hotel General Manager and discipline coaches, including but not limited to: Sales and Marketing, Finance, HR, Learning, Facilities, PR, Revenue Management and Owner Relations.

- Provides leadership to annual marketing plans.

What are we looking for?

• Applicants must have the right to work in the UK
• In conjunction with internal stakeholders deliver the strategy and plans across your regional portfolio taking into consideration short, medium and long term aims.
• You have full accountability for the implementation and delivery of contracts and its services across your regional portfolio.
• Take ownership of financial and commercial oversight and control across your regional portfolio.
• Proactively manage your operations team to ensure service delivery standards and collaborative working are met.
• Report directly to the Divisional Director who will support guide and mentor your journey through effective business reviews to include budgets and expenditure for your regional area.
• Authorise expenditure as agreed by the Divisional Director.
• Responsible for the reporting of a monthly detailed labour report for each hotel across your regional portfolio, capturing all additional costs incurred to be charged.
• Conduct innovation trials at the LNER Location compiling detailed reports relating to the viability of such trials for presentation Regional Manager or LNER.
• Play a leading role in industry and legislative initiatives which may enhance service delivery across the regional portfolio.
• Create a positive performance culture by setting standards, objectives and targets for the team in-line with the 'strategy', and leading by example.
• Ensure through effective team appraisals, development plans are constructed and formalised.
• Provide accurate reporting of capability & performance management, absence/attendance & HR matters, to the Divisional Director.
• Make recommendations for discussion and consideration to external stakeholders.
• Be proactive and rectify issues as well as, manage and improve performance across the regional portfolio.
• Identify and act upon any outliers observed, through reviews, implement joint performance improvement plans.
• Relevant professional qualification appropriate to the level of role.
• Relevant Professional Membership such as MIWFM, MBICs MInstLM or MCMI.
• Possess the ability to think ahead in order to establish an effective and appropriate course of action for self and others. Prioritises and plans activities considering all the relevant factors such as deadlines, staffing and resources requirements.
• Inspire others to realise a requirement irrespective of circumstance. Conduct continuous conversations to lead and motivate your team, providing advice, support and guidance on operational issues. Be flexible in your time mana