Field Operations Manager

Hotelcare; Sheffield; On-site; GBP 65,000 - 90,000; Full time

Job summary

Hotelcare seeks a Field Operations Manager to lead multi-site housekeeping operations. You will oversee Head Housekeepers and site teams, ensuring service excellence, strict safety compliance, and profitability across designated sites.

The role requires hands-on management, travel between Leeds, Sheffield and Birmingham, and a track record of delivering operational targets in hospitality settings. Strong leadership and communication skills are essential.

Qualifications

• Proven experience managing multi-site operations within hospitality or similar.
• Demonstrated success leading large teams and achieving operational performance targets.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication and relationship management abilities.
• Advanced organisational and time management skills.

Responsibilities

• Ensure operational excellence and deliver outstanding customer and client experience.
• Oversee day-to-day operations personally, including early starts or evenings when required.
• Act as the immediate point of contact for operational issues and resolve them effectively.
• Maintain a visible presence across all sites to monitor performance and service delivery.
• Be the responsible person for health and safety, managing incidents and ensuring safety compliance.
• Review, maintain, and enforce operational policies and safety measures.
• Lead, coach, and mentor Head Housekeepers and site teams to high standards.
• Conduct annual appraisals and manage performance of direct reports.
• Address employee relations matters, including investigations and disciplinary actions.
• Promote team morale and ensure consistent communication across sites.
• Develop and manage team activities to ensure compliance and service targets.
• Support HR functions, including policy communication.
• Monitor financial performance, cap costs and manage budgets.
• Identify opportunities for new business and service improvements.
• Collaborate with cross-functional teams to improve processes and tools.
• Analyse KPIs to identify inefficiencies and implement improvements.
• Produce action plans to meet targets and drive growth.
• Plan and allocate resources including staffing and contingency.
• Manage client complaint handling per policy and KPIs.
• Oversee client mobilisation for new accounts and maintain relationships.
• Manage up to twenty sites and resolve issues to meet standards.
• Conduct contract performance monitoring and client audits.

Skills

Leadership

Coaching

Mentoring

Communication

Organisation

MS Office

Analytical

Integrity

Pressure handling

Education

Full UK Driving Licence

Tools

Microsoft Office

Operational reporting tools

Job description

Description

Responsible To: Divisional Operations Manager

Direct Reports: Head Housekeepers

Key Relationships: Operations Team, Head Housekeepers, Support Services Office, and Clients

Company Overview:

The company is a leading provider of hotel support services, offering high-quality staffing solutions from Room Attendants to Executive Housekeepers. With over thirty years' experience, the company delivers services to more than two hundred hotels nationwide, cleaning over ten thousand rooms per day. Services include self-serviced apartments, leisure facilities, public areas, and corporate offices.The company is dedicated to sustainable and environmentally friendly cleaning practices, aiming to reduce its carbon footprint while maintaining excellent service standards.

Job Overview:

The Field Operations Manager is responsible for overseeing multiple sites to ensure operational excellence, client satisfaction, and profitability. The role requires leading Head Housekeepers and site teams, maintaining consistent standards, ensuring compliance with policies, and achieving financial and operational objectives. The role combines hands‑on management, and leadership to deliver exceptional housekeeping and client services.

Job Description

Key Responsibilities

• Ensure operational excellence and deliver an outstanding customer and client experience.
• Oversee day-to-day operations personally, including early starts or evening work when required.
• Act as the immediate point of contact for operational issues, prioritising and resolving them effectively.
• Maintain a visible presence across all sites to monitor performance and service delivery.
• Act as the responsible person for health and safety, managing incidents and ensuring adherence to safety management systems.
• Ensure operational compliance with internal policies and external regulations.
• Review, maintain, and enforce operational policies, method statements, and safety measures.

People Management

• Lead, coach, and mentor Head Housekeepers and site teams to achieve high standards.
• Conduct annual appraisals and manage performance of direct reports.
• Address employee relations matters, including investigations and disciplinary actions.
• Promote team morale and maintain consistent communication across all sites.
• Develop and manage team activities to ensure compliance and achievement of service targets.
• Support human resources functions, including policy communication.

Commercial Responsibilities

• Monitor financial performance, ensuring cost control and profitability.
• Prepare and assist in managing budgets and business plans.
• Ensure company and client contracts are executed to serve the company's interests.
• Identify opportunities for new business and support service improvement initiatives.

Business Responsibilities

• Work with cross-functional teams to develop and improve operational processes, systems, and tools.
• Analyse key performance indicators to identify inefficiencies and implement improvements.
• Produce action plans to meet operational targets and support business growth.
• Plan and allocate resources effectively, including staffing, contingency, and succession planning.
• Manage client complaint handling in line with company policy and key performance indicators.
• Oversee client mobilisation for new accounts, ensuring clear communication and strong relationships.
• Manage up to twenty site locations (dependant on complexity) and oversee daily operations, promptly resolving issues to meet quality and compliance standards.
• Conduct contract performance monitoring, client audits, and reporting for senior management.
• Organise team meetings and collaborate with sub-contractors to align projects and drive continuous improvement.

Key Metrics

• Achievement of operational key performance indicators across all sites.
• Client satisfaction and service delivery performance.
• Staff performance, engagement, and retention levels.
• Compliance with health and safety, legal, and company standards.
• Financial performance, including cost control and profitability targets.
• Completion of client audits and reporting requirements.
• Implementation of continuous improvement initiatives across sites.

Person specification

Experience

• Proven experience managing multi-site operations within hospitality or a similar industry.
• Demonstrated success leading large teams and achieving operational performance targets.

Skills and knowledge

• Strong leadership, coaching, and mentoring skills.
• Excellent communication and relationship management abilities.
• Advanced organisational and time management skills.
• Proficient in Microsoft Office and operational reporting tools.
• Analytical mindset with a focus on results and continuous improvement.
• Ability to work confidentially and with integrity.
• Ability to thrive in a fast‑paced environment and deliver results under pressure.

Qualifications & Licenses:

• Full UK Driving Licence.

Mobility & Travel Requirement (Essential)

• This role requires the post holder to be able to travel regularly and at short notice to multiple sites as part of their normal duties. A full, valid UK driving licence (or the ability to travel independently and reliably between sites) is required. The role holder must be able to meet these travel and mobility requirements consistently, as they are an essential part of the role. Areas: Leeds, Sheffield and Birmingham.

Flexibility

• Flexible approach to work, including travel and overnight stays as required.
• Demonstrates flexibility by providing support and operational coverage at additional sites when reasonably required to meet business needs.
• Ability to work additional or varied hours and undertake reasonable tasks to meet company and client needs.
• Adaptable to changing business priorities and client requirements to ensure operational excellence.

#IND