Head of Operations
Malone Hotel has an incredible opportunity for an experienced, dynamic and results-driven Head of Operations to lead and oversee the day-to-day operations of our 4-star hotel in Belfast. This pivotal role requires a strategic and methodical thinker with exceptional leadership and organisational skills who will ensure operational excellence, guest satisfaction, and profitability. The successful candidate will manage department heads and work closely with the General Manager to maintain high standards and drive the hotel's success.
Key Responsibilities:
Operational Leadership
Oversee and coordinate all operational departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, and Events.
Ensure smooth day-to-day operations, maintaining service standards and ensuring compliance with brand guidelines.
Monitor operational efficiency and implement process improvements to enhance productivity and guest experiences.
Guest Experience
Collaborate closely with the Guest Relations Manager to maintain and elevate guest satisfaction by ensuring exceptional service delivery across all departments.
Address and resolve guest concerns promptly and professionally.
Analyse guest feedback and implement strategies for continuous improvement.
Team Management
Lead, inspire, and motivate department heads and staff, fostering a positive and collaborative working environment.
Oversee recruitment, training, and development to ensure a highly skilled and engaged team.
Conduct regular performance evaluations and provide constructive feedback to drive individual and team success.
Financial Performance, Sales, and Revenue Management
Develop and manage operational budgets, ensuring cost control and achieving revenue targets.
Collaborate with the General Manager on strategic planning to drive profitability and operational growth.
Analyse financial reports and implement measures to optimize resource allocation.
Take an active role in the monitoring of revenue management and revenue maximisation through knowledge of the hotel management systems and revenue management systems.
Compliance and Standards
Ensure compliance with health, safety, and licensing regulations.
Maintain adherence to company policies and procedures, as well as 4-star quality standards.
Conduct regular audits and inspections to uphold service quality and operational integrity.
Collaboration and Communication
Collaborate closely with the General Manager and Head Office Team to align operational goals with the hotel's overall vision and strategy.
Act as the key liaison between departments to ensure seamless communication and cooperation.
Represent the hotel in professional forums and build relationships with stakeholders and suppliers.
About the role
Qualifications and Experience
Proven experience in leading multiple hospitality functions, preferably in a 4-star or higher hotel. To include -
Food & Beverage
Front of House
Housekeeping
Strong leadership and team management skills with the ability to inspire and develop high-performing teams.
Proven knowledge of sales and revenue within hospitality.
Experience in setting and managing operational budgets.
Exceptional problem-solving and decision-making capabilities.
Solid understanding of financial management and operational metrics.
Excellent communication and people skills to build strong relationships with guests, team members, and stakeholders.
Proficiency in using hotel management systems and software.
A degree in hospitality management, business administration, or a related field is preferred.
What We Offer:
Competitive salary and benefits package.
Opportunities for professional development and career advancement.
A supportive and inclusive work environment.
Departmental incentives.
Free parking.
Discounted friends and family rates.
The opportunity to play a key role in the success of a prestigious 4-star hotel in Belfast.
What you will need
Required criteria
- Strong leadership and team management skills with the ability to inspire and develop high-performing teams.
- Experience in setting and managing operational budgets.
- Exceptional problem-solving and decision-making capabilities.
- Solid understanding of financial management and operational metrics.
- Excellent communication and people skills to build strong relationships with guests, team members, and stakeholders.
- Proven experience in leading multiple hospitality functions, preferably in a 4-star or higher hotel.
- Proven knowledge on sales and revenue within hospitality.
- Proficiency in using hotel management systems and software.
Desired criteria
- A degree in hospitality management, business administration, or a related field is preferred.
Professional skills you’ll need for this job opportunity
Developing Strategic Alliances
Establishing Rapport With Clients
Managing Integrated Teams
Ability to Identify and Anticipate needs
Exceptional Customer Service Skills
Budgeting and Forecasting
The Malone Hotel
The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay. The Guinness is perfectly poured in our Greyhound bar – enjoy with some smoked salmon and wheaten bread or indulge in a meal to remember in the Gallery Restaurant. Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as ‘The Bowness’, for the last 30 years, The Malone has been owned and run by two generations of the Macklin family. Relax and unwind with us. A warm Irish welcome to you!
We are always looking for enthusiastic and talented individuals to join our team. As a family owned hotel, you're not only part of the team, you're part of the family. Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another. The Malone inspires its teams to live by the company's core values; - Treat people really well - Openness, trust and understanding - The highest standards - Perseverance and enjoyment - One step ahead - Flexibility Internal development and progression is key to our success, having been in business for 30 years.
Our benefits
We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training. Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.