Operations Manager

  • Job Reference: HEA1633
  • Date Posted: 10 June 2022
  • Recruiter: Heeton Hospitality UK
  • Location: Heeton Concept Hotel - Liverpool, Liverpool
  • Salary: On Application
  • Bonus/Benefits: Competitive Salary
  • Sector: Hotels
  • Job Type: Permanent

Job Description

As Operations Manager, you'll keep our hotel running smoothly, make sure everything is working well and all our guests are safe and comfortable. You'll maximise financial returns, driving development of people, creating and maintaining a memorable guest experience, executing brand standards, and building awareness of hotel and brand in the local community. You will act as the Cluster General Manager in his/her absence.

Your day-to-day


  • Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers
  • Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance
  • Train team members to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently
  • Recommend or initiate any HR elated actions where needed
  • Drive a great working environment for teams to thrive - connect departments to create sense of one team
  • Oversee the day-to-day operations and assignments of the hotel staff; assist the Cluster General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures
  • Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management


  • Help the Cluster General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments
  • Monitor and report variances against budget and control labour costs and other expenses
  • Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty
  • Foster positive owner relationships if applicable and assist in providing ongoing information and status reports

Guest Experience

  • Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
  • Review guest feedback and implement strategies for continuous improvement
  • Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP's, large groups and other key guests
  • Lead marketing efforts to up sell guests on hotel services, offerings, and amenities

Responsible Business

  • Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel's or owner's policies and procedures and regulatory requirements. Maintain relations with outside contacts
  • Comply with federal, state and local laws regarding health, safety and alcohol services
  • Maintain a focus and commitment to operating a green hotel
  • Perform other duties as assigned. May also serve as manager on duty

What we need from you

  • Previous experience in a similar role
  • Excellent customer service skills
  • Must speak fluent English

Why you should apply

  • Annual bonus for all Team Members
  • Fantastic career potential with one of the UK's fastest growing hotel operators
  • Employees staff rates across our properties
  • Complimentary overnight stays in our properties 
  • Retention bonus on completion of 3 and 6 month service
  • Service based annual leave (increase up to a maximum of 5 extra days)


Heeton Concept Hotel - City Centre Liverpool boasts an excellent location in the heart of Liverpool city centre.Just 1,650 feet from Liverpool ONE Shopping Centre, 15-minute walk from Lime Street Railway Station. Tate Liverpool and The Beatles Story are a 15-minute walk away. 

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process