The Manor House Hotel and Spa
Hotel Operations Manager
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Role Description
The Hotel Operations Manager is responsible for overseeing the day-to-day running of the hotel, ensuring smooth operations across front office, housekeeping, food and beverage, spa, and events. This full-time, on-site role is based in Durham and involves coordinating staff schedules, managing budgets, monitoring service standards, and resolving operational issues in a timely and professional manner.
The role includes maintaining guest satisfaction, handling escalated guest concerns, and ensuring that all areas of the hotel meet quality, safety, and cleanliness standards. The Hotel Operations Manager will collaborate closely with department leads, support staff training and development, and contribute to continuous improvement initiatives that enhance efficiency and guest experience.
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Additional responsibilities include supporting sales and marketing efforts, assisting with event planning, and reporting key performance metrics to senior leadership.
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Qualifications
- Strong hotel operations management skills, including experience overseeing front office, housekeeping, and food and beverage.
- Proficiency in staff leadership, team coordination, and performance management within a hospitality environment.
- Solid customer service and guest relations capabilities, with a focus on complaint resolution and maintaining high satisfaction levels.
- Experience with budgeting, cost control, and basic financial reporting related to hotel operations.
- Knowledge of health, safety, and cleanliness standards, and ability to ensure compliance across all departments.
- Effective communication and interpersonal skills, with the ability to collaborate across diverse teams and stakeholders.
- Strong organizational and problem-solving skills, with attention to detail and the ability to multitask in a fast-paced setting.
- Previous experience in hotel management or a similar supervisory role in hospitality; spa or events experience is an advantage.
- Familiarity with hotel property management systems (PMS) and basic IT skills for operational tools and reporting.
- Availability to work flexible hours, including evenings, weekends, and holidays, based on business needs.
- Relevant qualification in hospitality management.
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