Divisional Service Delivery Manager - Houghton Regis

Whitbread Plc; England; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading hospitality company in the United Kingdom is looking for a Divisional Service Delivery Manager to oversee the Housekeeping operations for Premier Inn hotels. This role involves managing supply relationships, ensuring operational excellence, and providing support to underperforming sites. The candidate must possess strong communication skills, a thorough understanding of hotel operations, and the ability to coach team members effectively. This position requires a full clean driving license and proficiency in Excel and Word.

Qualifications

• Thorough understanding of Premier Inn operations.
• Transport planning and logistics skills.
• Strong understanding of Service Recovery Methods in Customer Services.
• Able to coach & influence team members on the correct management of laundry and consumables.
• Excellent communication skills and ability to extract relevant information for decision making.
• Analytical capability to interpret supplier and brand performance.
• Influencing skills to ROM and OD level.
• Excel and Word proficient.
• Excellent team player; highly collaborative style.
• Full Clean Driving Licence.

Responsibilities

• Ensure efficient and effective provision of Housekeeping in Premier Inn / Hub sites.
• Influence Housekeeping labour management via tools like Genie.
• Provide actionable insights for operational manager.
• Support regional and divisional teams with operational excellence.
• Manage relationships with laundry suppliers/factories.

Skills

Understanding of Premier Inn operations

Transport planning and logistics

Service Recovery Methods in Customer Services

Coaching and influencing skills

Excellent communication skills

Analytical capability

Influencing skills to ROM and OD level

Excel proficiency

Word proficiency

Team player

Job description

Overview

Divisional Service Delivery Manager - Houghton Regis In this role you'll provide a comprehensive focused support to Premier Inn hotels which ensures excellence and standards are at the core of our operational delivery.,

Responsibilities

• You will ensure the efficient and effective provision of Housekeeping in Premier Inn / Hub sites including -
• Influencing the Housekeeping labour management via tools such as Genie and Laundry flex model via the TLG · Support Demand forecasting as required
• Provide relevant and actionable insight via regional support to enable quartile performance management, helping our teams to improve operational and commercial efficiency.
• Provide 'visible' regional and divisional support for our OD, ROM and HM teams; share best practice, support development via coaching in underperforming sites. This includes on call support across the working week
• Be the HK 'expert' for our Ops leadership teams providing high levels of service.
• Be on hand to provide remote support on in site support to keep our hotels trading and delivering
• Provide labour efficiency support to deliver HK model
• Manage ops supply relationships with laundry suppliers/factories
• Monthly and Quarterly reviews with laundry Service teams and laundry GM's - regular reviews of individual factory performances including rejects, short deliveries, ragging, replenishment, punctuality and associated action plans
• Drive continuous improvement plans with suppliers, Support Centre and Operations
• Managing supply relationships with relevant suppliers, factories and partners across the UK.
• Manage reporting for each regional supplier / partner and agree action plans to correct performance issues
• Work closely with Procurement team to ensure all contractual terms and conditions are adhered to by suppliers and partners
• Manage the 3rd party supply chain for all new Premier Inn hotels & future pipeline
• Ensure Housekeeping Standard Visits completed across the Division in relevant areas and support bottom performing site
• Work closely with the ODs, ROM's & Brand Standards team to support delivery
• Work collaboratively with internal stakeholders to drive two-way communication and feedback regarding standards, suppliers and products
• Hold regular listening sessions with HK team members and HHK
• Work with All Ears team and Our Voice reps to address / answer Housekeeping specific feedback and or concerns
• Be the operational expert for training updates in Housekeeping supported by two-way comms/feedback

Qualifications

• Thorough understanding of Premier Inn operations
• Transport planning and logistics skills
• Strong understanding of Service Recovery Methods in Customer Services
• Able to coach & influence team members on the correct management of laundry, consumables
• Excellent communication skills and ability to extract relevant information for decision making
• Analytical capability to interpret supplier and brand performance - ability to translate data into 'the story' and to share best practice.
• Influencing skills to ROM and OD level - flexible in style to suit audience
• Excel and Word proficient
• Excellent team player; highly collaborative style Self motivated, enthusiastic and adaptable
• Full Clean Driving Licence