Operations Manager

Job Summary
We are seeking a dedicated and experienced Deputy Manager responsible for supporting the General Manager in the overall operation of the hotel while leading the sales, planning, coordination, and delivery of all events. This role combines operational leadership with commercial responsibility, ensuring the hotel achieves its service, revenue and profitability objectives. The position requires a hands\-on approach to managing hotel operations, developing business opportunities and delivering exceptional guest experiences across all departments and events.

Duties

Hotel Operations Management

• Support the General Manager in the day\-to\-day running of the hotel


• Assume responsibility for the hotel in the absence of the General Manager


• Ensure all departments operate efficiently and deliver exceptional guest service standards


• Conduct regular inspections of guest rooms, public areas and back\-of\-house facilities


• Monitor operational performance and implement improvements where required


• Support departmental managers and supervisors in achieving operational objectives


• Handle escalated guest complaints and ensure effective service recovery


• Ensure smooth communication and collaboration between all departments

• Generate and convert enquiries for weddings, conferences, meetings, celebrations and other events


• Conduct hotel show rounds and client meetings


• Prepare proposals, quotations and contracts for prospective clients


• Develop relationships with local businesses, organisations and event planners to increase revenue opportunities


• Identify opportunities to maximise event sales and profitability


• Support marketing initiatives to promote the hotel's event offerings

• Manage all confirmed events from booking through to completion


• Prepare detailed function sheets and event schedules


• Liaise with clients to ensure all event requirements are fully understood and delivered


• Coordinate with operational teams to ensure seamless event execution


• Attend and oversee key events to ensure service standards are maintained


• Resolve any issues that arise before, during or after events

• Assist in achieving budgeted revenue and profit targets across the hotel


• Monitor event revenue and profitability


• Support payroll management and labour cost control


• Ensure accurate invoicing and event billing procedures are followed


• Assist with budgeting, forecasting and financial reporting as required

• Support the recruitment, training and development of hotel staff


• Conduct performance reviews and provide coaching where necessary


• Promote a positive working environment focused on teamwork and accountability


• Assist with rota planning and staffing requirements across departments

• Ensure compliance with all health and safety, fire safety, licensing and employment legislation


• Conduct risk assessments and ensure corrective actions are implemented


• Ensure events are delivered in accordance with health and safety requirements


• Maintain accurate operational and compliance records

• Produce operational and event reports for senior management


• Maintain accurate records of bookings, contracts and event documentation


• Monitor guest feedback and implement improvements where required


• Support strategic planning and business development initiatives

Essential

• Previous experience in hotel management and event management within a hospitality environment


• Strong leadership and people management skills


• Excellent organisational and time management abilities


• Strong sales and negotiation skills


• Exceptional customer service and communication skills


• Commercial awareness with the ability to drive revenue and control costs


• Ability to manage multiple priorities and work under pressure

• Experience managing weddings, conferences and large\-scale events


• Knowledge of hotel PMS, ideally Guestline


• Personal Licence holder


• Knowledge of hotel revenue management principles

Benefits:

• Company pension


• Discounted or free food


• Employee discount


• Free parking


• On\-site gym


• On\-site parking

• Shifnal TF11 8HG: reliably commute or plan to relocate before starting work (preferred)

• Hotel management: 2 years (preferred)


• Events management: 2 years (preferred)

• United Kingdom (required)

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