Crowne Plaza - Operations Manager

Your Day to Day

PEOPLE:

•        Lead, motivate, and mentor departmental managers and their teams to achieve high performance and staff satisfaction.

•        Oversee recruitment, training, and development programs to ensure team members have the skills and knowledge required to excel.

•        Implement and maintain effective communication channels to ensure all staff are informed and engaged.

•        Foster a culture of teamwork, collaboration, and continuous improvement.

•        Ensure compliance with labor laws and hotel policies, addressing any employee relations issues promptly and effectively.

GUEST EXPERIENCE:

•        Ensure the highest standards of guest service and satisfaction are consistently delivered across all departments.

•        Monitor guest feedback and reviews, implementing necessary improvements to enhance the guest experience.

•        Collaborate with the front office, housekeeping, and F&B teams to ensure seamless operations and exceptional service delivery.

•        Oversee the resolution of guest complaints and issues, ensuring timely and satisfactory outcomes.

•        Develop and implement guest service programs and initiatives to exceed brand standards and enhance guest loyalty.

FINANCIAL:

•        Develop and manage the hotel's operational budget, ensuring financial targets are met or exceeded.

•        Monitor and control operational expenses, identifying cost-saving opportunities without compromising service quality.

•        Analyze financial reports and performance metrics to drive informed decision-making and strategic planning.

•        Oversee inventory management and procurement processes to optimize cost-efficiency and quality.

•        Work closely with the sales and marketing team to drive revenue growth through effective promotion and pricing strategies.

RESPONSIBLE BUSINESS:

•        Ensure compliance with IHG’s corporate social responsibility and sustainability initiatives.

•        Implement and oversee health and safety standards to ensure a safe environment for guests and staff.

•        Promote energy efficiency and waste reduction programs to minimize the hotel's environmental impact.

•        Engage with the local community and support charitable initiatives in line with the hotel's corporate social responsibility goals.

•        Ensure adherence to all legal and regulatory requirements, including health, safety, and environmental regulations.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in the Crowne Plaza.

Crowne Plaza hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

We are an Equal Opportunities employer and welcome applications from everyone. We are happy to discuss any reasonable adjustments that candidates may need during the recruitment process. Please contact us to discuss this further.