Hotel Operations Lead – Guest Experience & Safety

West Highland Chamber; United Kingdom; On-site; GBP 31,000 - 43,000; Full time

Benefits offered by this job

Birthday holiday

50% food discount

Colleague rates across hotels

Health Assured access

Training programmes

Free gym membership

Share of tips

Free meals on duty

Job summary

West Highland Chamber is seeking an Operations Manager with proven hotel management experience in the Highlands. You will be the main liaison for staff and guests, ensuring timely, high‑quality service and adherence to company policy.

You will oversee regulatory paperwork, escalate issues through the senior leadership team, and drive safety, hygiene, and guest satisfaction across all departments.

Qualifications

• Previous experience in a similar hotel management role.
• Previous experience working in the highlands.
• Fantastic communication and organisational skills.
• A hands-on leader.
• Valid right to work within the United Kingdom.

Responsibilities

• The Operations Manager is the overall key point of contact for all staff and guests.
• To communicate the information coming into the hotel and monitoring activities in each department to ensure that tasks are completed to meet guest demands in a timely manner and to a high standard according to company policy.
• To ensure that Legal and Statutory Requirements across all departments are maintained.
• To ensure all regulatory paperwork is completed within the relevant time frames.
• To ensure all employees can manage guest questions, compliments or complaints.
• The Operations Manager will have overall responsibility to respond to all guest feedback on relevant platforms.
• Any issues that occur should be communicated to the senior leadership team using the correct escalation process.
• Maintain regular, consistent and professional attendance, punctuality, personal appearance and adherence to relevant health and safety procedures.
• Promote good working practices across the hotel, with particular emphasis on exceptional standards of safety and hygiene and guest service.
• Identify any areas of concern to the senior support team and work collaboratively.
• Ensure all company property / premises are kept within good working order, and any concerns highlighted and actioned promptly.

Skills

Communication skills

Organisational skills

Leadership

Job description

West Highland Chamber is seeking an Operations Manager with proven hotel management experience in the Highlands. You will be the main liaison for staff and guests, ensuring timely, high‑quality service and adherence to company policy.

You will oversee regulatory paperwork, escalate issues through the senior leadership team, and drive safety, hygiene, and guest satisfaction across all departments.