Operations Manager

At Corinthia Hotels Group we manage and operate distinctive brands that resonate with a broad range of clients and customers.  We focus on uplifting and engaging the lives of our teams and customers, as well as the communities we operate within delivering exceptional hospitality.

The Operations Manager is the senior on-property leader responsible for the effective day-to-day operation of the hotel. Reporting to a General Manager who is not based on property, the role ensures that operational priorities, standards and commercial objectives are translated into consistent daily delivery.

This is a highly hands-on role. A visible and active presence throughout the hotel is essential, with regular engagement across guest-facing and back-of-house areas, close attention to the details of daily operations, and prompt intervention whenever service, standards or performance require support.

Key Responsibilities

• Operational Leadership

  • Take full ownership of the hotel’s day-to-day operation, ensuring smooth, safe and efficient delivery across all operational departments.

  • Maintain a consistent and visible presence throughout the property, including peak service periods, weekends and evenings as operationally required.

  • Lead daily operational briefings, review business levels and priorities, and ensure clear deployment of resources across the hotel.

  • Anticipate operational challenges, make timely decisions and coordinate immediate corrective action when standards or service delivery are at risk.

  • Act as the senior on-property point of contact, keeping the General Manager informed of significant operational, guest, people, financial and risk matters.

• Commercial and Financial Performance

  • Support delivery of the hotel’s revenue, profitability and GOP targets through disciplined daily operational management.

  • Control departmental costs, payroll, scheduling, purchasing, waste and productivity without compromising guest experience or required standards.

  • Review daily and periodic trading performance, business levels and operational results, taking corrective action with Heads of Department where required.

  • Work closely with Finance, Revenue, Sales and Marketing to understand forecasts, demand patterns, group activity and commercial priorities.

  • Hold Heads of Department accountable for their budgets, forecasts, productivity and agreed performance measures.

  • Contribute practical operational insight to the annual budget, forecasts and hotel business plan.

  • Identify opportunities to improve revenue conversion, efficiency, productivity and the use of hotel resources.

• Day-to-Day Hotel Operations

  • Coordinate Rooms, Food and Beverage, Kitchen, Engineering, Security and other operational departments to deliver a seamless hotel operation.

  • Carry out regular hotel walks and operational inspections, ensuring public areas, guest rooms, outlets, back-of-house areas and external spaces are presented and maintained to the required standard.

  • Ensure brand standards, SOPs, service routines and operational controls are understood and applied consistently across departments.

  • Monitor maintenance priorities, asset condition and preventative maintenance activity, escalating significant concerns and following through to completion.

  • Ensure functions, groups, VIP stays, high-occupancy periods and special events are operationally planned, communicated and executed effectively.

  • Follow up relentlessly on agreed actions, incidents and service issues, ensuring clear ownership and timely closure.

• Guest Experience and Brand Standards

  • Champion the guest experience through visible leadership, proactive engagement and close attention to every stage of the guest journey.

  • Be available to guests and colleagues, particularly during peak periods, and personally support the resolution of complex or sensitive guest matters.

  • Monitor guest feedback, online reputation, quality results and service recovery, agreeing and tracking improvement actions with the relevant Heads of Department.

  • Build appropriate relationships with repeat guests, key clients, VIPs and partners while ensuring individual preferences and operational commitments are communicated.

  • Ensure the hotel consistently delivers experiences aligned with Verdi Hotels brand positioning and agreed quality standards.

• People Leadership and Culture

  • Provide visible, composed and professional leadership, setting the tone for accountability, collaboration and guest focus throughout the hotel.

  • Direct, coach and challenge operational Heads of Department, setting clear expectations and holding them accountable for standards, people management and results.

  • Build a united HOD team that communicates effectively, supports one another and resolves operational issues collectively.

  • Partner closely with HR on workforce planning, recruitment, onboarding, engagement, performance management, learning, succession and employee relations.

  • Ensure staffing levels, schedules and deployment reflect business needs and that leaders are present during the periods that matter most to guests and teams.

  • Recognise strong performance, address underperformance promptly and encourage practical ideas that improve service, efficiency and the colleague experience.

• Cross-Functional Partnership

  • Maintain strong, collaborative working relationships with HR, Finance, Sales and Marketing, Revenue, IT and other support functions.

  • Provide accurate and timely operational information to business partners and ensure agreed actions, controls and deadlines are followed through on property.

  • Work with Sales and Marketing and Revenue teams to ensure commercial commitments can be delivered operationally and that opportunities are converted effectively.

  • Ensure operational departments provide the information, access and cooperation required by support functions, audits, projects and company initiatives.

• Compliance, Governance and Risk Management

  • Ensure the hotel’s daily operation complies with legal, statutory, licensing, brand and company requirements.

  • Maintain effective controls for Health and Safety, HACCP, Fire and Life Safety, security, emergency preparedness and operational risk.

  • Partner with HR and relevant specialists to ensure employment practices and colleague matters are managed appropriately and escalated when required.

  • Respond decisively to incidents and emergencies, protecting guests, colleagues, assets and the reputation of the hotel, and ensuring accurate reporting and follow-up.

  • Ensure audits, inspections, statutory checks and corrective actions are completed effectively and within the required timelines.

Role Deliverables

• Commercial and Financial Performance

  • Achievement of operational revenue and profitability targets

  • Payroll, cost and productivity control

  • Accurate operational input to forecasts and budgets

  • Timely completion of financial and operational actions

  • Guest satisfaction, reputation and service recovery results

• Operational Performance

  • Consistent brand and service standard delivery

  • Quality assurance and audit performance

  • Property presentation and asset condition

  • Efficient interdepartmental coordination and follow-through

  • Health, safety, security and statutory compliance

• Team Performance

  • HOD accountability, capability and performance

  • Colleague engagement, retention and operational discipline

  • Succession and development of operational talent

  • Effective workforce planning and performance management

  • Visible leadership and a positive, collaborative workplace culture