Hotel Operations Lead: Guest Experience & Growth

AG Hotels Group; St Helens; On-site; GBP 42,000 - 62,000; Full time

Job summary

AG Hotels Group in St Helens is seeking an experienced Operations Manager to lead the 44-bedroom property. You will oversee daily hotel operations, drive guest satisfaction and ensure departmental SOPs are followed.

The role requires hands-on leadership, budget awareness, staff development and the ability to work a flexible schedule including evenings and weekends. You will report to the Cluster Central Operations Manager and play a key part in improving service quality and profitability.

Qualifications

• 2–3 years of hotel operations experience across all departments (Housekeeping and FOH).
• Self-starter with hands-on leadership approach.
• Excellent written and verbal communication skills.
• Fluent in MS Office applications (Excel, Word, PowerPoint).
• Willing to work a flexible schedule including evenings, weekends and bank holidays.
• Knowledge of food hygiene and health and safety standards.

Responsibilities

• Oversee day-to-day hotel operations ensuring SOPs and company policies are followed.
• Collaborate with Cluster Central Operations Manager on capital projects, customer service and refurbishments.
• Monitor costs across departments and analyze results to address issues.
• Meet budgets and KPIs; perform daily financial reconciliation and reporting.
• Prepare staff rotas, train and mentor staff, and coordinate appraisals.
• Drive guest feedback and performance metrics to achieve high guest engagement and retention.

Skills

Hotel operations

Leadership

Communication skills

MS Office

Budgeting

Tools

MS Office

Job description

AG Hotels Group in St Helens is seeking an experienced Operations Manager to lead the 44-bedroom property. You will oversee daily hotel operations, drive guest satisfaction and ensure departmental SOPs are followed.

The role requires hands-on leadership, budget awareness, staff development and the ability to work a flexible schedule including evenings and weekends. You will report to the Cluster Central Operations Manager and play a key part in improving service quality and profitability.