Why Join Apex Hotels?
You'll receive a warm welcome into the Apex family on joining us as an Operations Manager in our City of London hotel. 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.
Main Responsibilities:
This is a highly visible role and as the daily face of the Hotel, you'll be responsible for overseeing the continual development and delivery of the Apex guest journey, our Brand Standards, Cost Controls, Hotel Profitability, Health & Safety, Sustainability, and Team Engagement & Culture.
- To be highly visible at key operational times to ensure the drive and enhancement of the customer experience.
- Solid demonstration of Team leadership, Accountability, and delivery of results is paramount for this role.
- Maintain employee focus on the Customer's need', individualising and personalising service where possible and encouraging employee 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.
- Working with the Head of Departments (HOD's) to ensure the brand service standards are routinely reviewed against adoption and delivery metrics.
- 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
- Analysis of daily / weekly payroll costs in accordance with forecasted and materialised revenue levels to ensure optimal staffing deployments are managed with overspend corrected within the same trading period.
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, though you may be required to assist across our 2 London Hotels, as directed by the Cluster General Manager. You'll be comfortable and happy to work with a One-Team mentality, ensuring best practice is shared and encouraged across the Cluster of Hotels you are a part of.
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:
- The Lampery Restaurant & Bar is housed within the Hotel, and so proven Life-style F&B experience, at a senior level will be advantageous.
- Ability to maintain and enhance a guest and team centric culture.
- Communicate effectively at all levels both verbally and in writing.
- Influence and inspire confidence.
- A coaching, supporting and challenging mentality that delivers operational results.
- Build effective and productive relationships (internal & external)
- Create an open environment.
- Identify and manage best resources to achieve targets.
- Translate strategies into practical plans.
You'll work with great people, enjoy your time at work, develop new networks and skills, and of course you'll also receive a competitive rate of pay and a generous range of employee benefits which includes:
- 34 days holiday
- Access to an external Employee Assistance Programme
- Inhouse company interactive employee communication APP
- Entry to our state-of-the-art gym and pools
- Healthy meals to enjoy while you're working
- Training and development from day one
- £200 referral bonus when your friends or family join the team
And once you smash your probation, you'll also receive
- Contributions to a pension scheme
- Critical Illness & Death in Service cover
- Employee of the quarter and annual recognition schemes
- 50% discount in our restaurants
- Annual anniversary Complimentary guest experience overnight stay and dinner for two
- Cycle to Work Scheme
- Discounted room rates
- Spa discount
If you are interested, click apply. We look forward to hearing from you!