Operations Manager
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Why Join Apex Hotels ?
You'll receive a warm welcome into the Apex family on joining us as an Operations Manager at Apex Dunblane Hydro. We genuinely care about our guests and each other and we show this through our family values of Trust, Passion, Friendliness and Teamwork. It is these values that support you to be yourself here at Apex Hotels. By bringing your own personality, passion, and ideas to the role, you will add a new dynamic to our innovative and supportive Operations Team. We believe it is our personality, style and friendliness that makes Apex Hotels
Role Overview
This is a highly visible role and as the daily face of the Hotel, you will be responsible for overseeing the continual development and delivery of the Apex guest journey, the brand standards, cost controls & Hotel profitability, Health & Safety, Sustainability, & Team culture.
Solid demonstration of Team leadership, Accountability, and delivery of Results is paramount for this role.
This role will involve operational coverage across a seven-day week rota, as required by the business. Your main responsibilities are for your home base and you will be comfortable and happy to work with a One-Team mentality, ensuring best practice is shared and encouraged across the Region of Hotels you are a part of.
Key Responsibilities
- To be highly visible at key operational times to ensure the drive and enhancement of the customer experience
- Maintain staff focus on ‘the Customer’s need’, individualising and personalising service where possible and encouraging staff initiative
- Development and implementation of customer service plans that support the maintaining and continued high performance growth of our customer NPS
- Ownership of the full in stay and post stay customer service lifecycle, continually reviewing where improvements can be made and following up on customer feedback and addressing service gaps
- Collaborate with HOD’s and Sales to support in following up customer lead opportunities and actively grow the business
- Work with HOD’s to ensure that teams are upskilled and multiskilled in line with business requirements
- Work with the HOD’s to translate annual strategic business plans into considered departmental scorecard targets and associated activity plans
- Ensure F&B strategies, Menu implementation, packages and promotions are delivered on time, and that strategies are simplified, understood, and communicated through to all teams, ensuring delivery of Revenue targets.
About you
We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:
- Ability to maintain and enhance a guest and team centric culture
- Drive phenomenal guest experiences throughout all areas of the hotel
- Communicate effectively at all levels both verbally and in writing
- Influences and inspires confidence
- A coaching, supporting and challenging mentality that delivers operational results
- Builds effective and productive relationships (internal & external)
- Create an open environment
- Identifies and manages best resources to achieve targets
- Translates strategies into practical plans
- Effectively lead positive change as we undertake a hotel refurbishment
- Experience in large scale hotels with multiple revenue streams, ideally C&E, restaurants and leisure clubs
You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and of course you will also receive a competitive rate of pay and a generous range of employee benefits which includes:
- 35 days holiday
- Training and development from day one
- Employee events and celebrations
- Inhouse company interactive employee communication APP
- Entry to our state-of-the-art gym and pools
- Healthy meals to enjoy while you're working.
- Access to an external Employee Assistance Programme
- Financial Wellbeing App, allowing you the flexibility to get paid earlier than your normal monthly pay date.
- £200 referral bonus when your friends or family join the team.
Following your first successful 3 months, you’ll also receive ……
- Access to our discounts and wellbeing platform “Treat Yourself Here”, unlocking savings and experiences for you and your family.
- Involvement in our employee recognition schemes
- Long service recognition
- Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
We encourage you to bring your true self to work. We’ll provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations. Our family can never be too big, there’s a place here for you. We have one ask - that you bring your personality, ideas, and spark. We’re an innovative, thriving business and we want you to be part of our exciting journey.
If you are interested, click apply. We look forward to hearing from you!