Housekeeping & Cleanliness

• Work closely with the Housekeeping Manager or Supervisor to maintain required standards, monitor bedrooms, bathrooms, public areas and communal spaces, ensure cleaning schedules and checklists are completed, and monitor room turnaround and availability.
• Review housekeeping productivity and staffing levels, ensure appropriate stock levels of linen, toiletries and cleaning materials, and work with suppliers to ensure consistent quality and cost control.

Health & Safety

• Take operational responsibility for maintaining high Health & Safety standards, ensure all required statutory inspections and compliance checks are completed, follow up on findings from Health & Safety audits, and maintain appropriate records and documentation.
• Ensure fire safety procedures and evacuation processes are understood and followed, conduct regular operational safety checks, report and investigate accidents and incidents appropriately, ensure staff receive appropriate Health & Safety training, and escalate significant risks immediately to the General Manager.

Maintenance & Facilities

• Ensure maintenance issues are identified and resolved promptly, maintain an effective preventative maintenance programme, work closely with contractors and suppliers, monitor outstanding maintenance jobs, prioritise issues affecting guest safety, guest experience or room availability, maintain appropriate records of maintenance and statutory servicing, and work with the General Manager to control maintenance expenditure.

People Management

• Lead, motivate and develop the operational team, prepare and manage effective staff rotas, ensure appropriate staffing levels based on occupancy and business requirements, manage attendance, performance and conduct in accordance with company policies, and manage staffing challenges professionally and proactively.
• Support recruitment and onboarding, ensure new employees receive appropriate induction and training, identify training and development requirements, maintain clear communication with the team, and promote teamwork and accountability.

Financial & Cost Control

• Support the General Manager in achieving operational budgets, monitor departmental expenditure, control housekeeping, cleaning, maintenance and operational consumable costs, monitor payroll and staffing costs, identify opportunities to reduce unnecessary expenditure without compromising guest experience or safety, ensure appropriate purchasing and stock control procedures are followed, and review supplier performance and escalate issues where necessary.

Revenue & Commercial Awareness

Although the Operations Manager will not own the revenue strategy, they must have strong commercial awareness. The role will:

• Understand occupancy and booking patterns, communicate the operational implications of high and low occupancy to the revenue team, ensure room inventory is accurately communicated, minimise out of order inventory, identify opportunities for upselling and ancillary revenue, and work closely with Revenue, Reservations and Front Office teams.

Systems & Administration

• Ensure operational systems are used correctly, maintain accurate operational records, ensure incident reports, maintenance records and compliance documentation are completed, support PMS and operational system implementation where required, monitor daily operational reports, and ensure appropriate handovers between shifts and departments.

Security & Risk Management

• Maintain appropriate security procedures across the property, monitor access control and key and security systems, ensure incidents involving guests or staff are properly documented, work with relevant authorities or external agencies where required, ensure safeguarding and emergency procedures are followed, and identify potential operational risks and implement appropriate controls.

About You

We are looking for an experienced operational leader who is comfortable managing a busy, diverse and fast paced hostel or hotel environment.

Essential

• Previous experience in hotel, hostel or accommodation operations, experience managing a team, and a strong understanding of housekeeping, Front Office and general hotel operations.
• Good knowledge of Health & Safety and operational compliance, and experience managing staff rotas and operational resources.
• Strong guest service skills, strong problem solving ability, good financial and cost control awareness, excellent communication skills, the ability to work under pressure and manage multiple priorities, and a hands on approach to operational management.

Desirable

• Previous hostel experience, experience working in London, experience managing large or high volume accommodation operations, and experience with PMS systems and online guest review platforms.
• A Health & Safety qualification or relevant operational compliance experience, and experience managing maintenance contractors and external suppliers.

Working Pattern

This is a hands on operational role and will require flexibility to work across weekdays, weekends, evenings and public holidays.