Group Operations Manager

edyn; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A hospitality company in London is seeking a Group Operations Manager to shape and execute the operational strategy across various properties. The ideal candidate will lead initiatives to drive commercial performance, enhance guest experience, and ensure operational excellence. With a focus on supplier management and revenue growth, this role requires a degree in a related field and at least 5 years of experience in hospitality operations. Strong communication, financial acumen, and strategic thinking skills are essential.

Qualifications

• Minimum 5 years’ experience in hospitality operations.
• Proven track record of delivering profit-enhancing results.
• Experience managing budgets, KPIs, and supplier contracts.

Responsibilities

• Lead the design and implementation of operational frameworks.
• Own group-level supplier relationships and strategic sourcing.
• Drive non-room revenue initiatives in collaboration with GMs.
• Champion a guest-first culture and oversee brand audits.
• Act as a strategic liaison between Operations and other functions.
• Serve as the primary operational contact for ownership groups.

Skills

Hospitality operations experience

Strong financial acumen

Exceptional communication skills

Stakeholder management

Strategic thinking

Education

Bachelor’s degree in Hospitality, Business Administration, or related field

Advanced certifications in operations or project management

Job description

Overview

Job Title: Group Operations Manager

Reporting to: Head of Group Operations

Location: London HQ (with travel across UK & Europe as required)

Contract: Full-time, 40 hours/week

Role Purpose

As Group Operations Manager, you will play a pivotal role in shaping and executing the operational strategy across a diverse portfolio of properties. You will lead initiatives that drive commercial performance, elevate guest experience, and embed operational excellence at scale. Acting as a strategic partner to senior leadership and cross-functional teams, you will ensure that operations are agile, brand-aligned, and future-ready.

Key Responsibilities

• Operational Strategy & Excellence
  • Lead the design and implementation of scalable operational frameworks, SOPs, and policies that drive efficiency, profitability, and service excellence.
  • Continuously benchmark operational standards against industry best practices, ensuring innovation and relevance.
  • Develop and maintain a centralised knowledge base for property teams, enabling consistent execution and rapid onboarding.
• Supplier & Contract Management
  • Own group-level supplier relationships, ensuring performance against SLAs and commercial targets.
  • Lead strategic sourcing and tendering processes to optimise cost and quality.
  • Monitor market trends to mitigate risk and leverage opportunities for cost control and value creation.
• Revenue Growth & Commercial Impact
  • Drive non-room revenue (NRR) initiatives in collaboration with GMs, identifying new monetisation opportunities across the guest journey.
  • Partner with Finance and Revenue teams to enhance profitability through data-driven decision-making, budgeting, and forecasting.
  • Lead cost optimisation programmes without compromising brand or service standards.
• Guest Experience & Brand Integrity
  • Champion a guest-first culture, embedding brand values and service ethos across all touchpoints.
  • Oversee brand audits and quality assurance programmes, ensuring consistency and excellence across the portfolio.
  • Deliver actionable insights to improve guest satisfaction and investor value.
• Cross-Functional Leadership
  • Act as a strategic liaison between Operations and functions including Marketing, HR, IT, and Development.
  • Lead operational input into digital transformation, ESG initiatives, and systems implementation.
  • Influence cross-departmental projects to ensure operational feasibility and long-term scalability.
• Stakeholder & Ownership Relations
  • Serve as the primary operational contact for ownership groups, delivering transparent, data-led reporting and strategic updates.
  • Align property-level goals with broader business objectives through collaboration with corporate teams.

Candidate Profile

Education & Qualifications

• Bachelor’s degree in Hospitality, Business Administration, or related field (or equivalent experience).
• Advanced certifications in operations, project management, or leadership are advantageous.

Experience & Skills

• Minimum 5 years’ experience in hospitality operations.
• Proven track record of delivering profit-enhancing results and operational transformation.
• Strong financial acumen and experience managing budgets, KPIs, and supplier contracts.
• Exceptional communication, stakeholder management, and strategic thinking skills.
• Comfortable working in a fast-paced, high-growth environment with regular travel.