Multi-Site Hotel Manager

ZipRecruiter; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A large hotel management company is looking for a Multi-Site Hotel Manager to oversee multiple hotel sites in Hertfordshire/London. This role requires strong leadership, operational management skills, and a commitment to exceptional guest services. The ideal candidate will have experience in a similar role and be adept at managing budgets and team development. You will ensure that all sites meet performance and compliance standards while fostering a culture of continuous improvement.

Qualifications

• Experience in managing multiple hotel sites.
• Strong understanding of hotel operations and compliance.
• Ability to lead and develop teams effectively.

Responsibilities

• Oversee the management of multiple hotel sites.
• Ensure high service delivery and operational standards.
• Manage budgets and financial reporting.

Skills

Strong leadership

Operational management

Financial acumen

Guest service excellence

Job description

Overview

Multi-Site Hotel Manager – Location: Head Office & Hotel Sites (Hertfordshire/London-based) • Reporting To: Operations Director

Key Responsibilities

The Multi-Site Hotel Manager will be responsible for the effective and efficient management of multiple hotel sites, ensuring consistently high service delivery and operational standards. You will oversee front-of-house, guest services, facilities, compliance, and team development across locations, ensuring each hotel meets performance, financial, and customer satisfaction targets.

Core Duties:

• Build and maintain strong working relationships with senior department heads (e.g. Finance, HR, Compliance, Technology, Support Services).


• Lead day-to-day guest service delivery across all hotel sites – measured via response times, resolution times, and guest satisfaction ratings.


• Oversee facilities and asset management at each site – ensuring planned maintenance tasks, risk actions, and compliance requirements are completed on time.


• Develop and implement operational strategy with the Operations Director, embedding consistent SOPs across sites.


• Provide strong leadership for hotel managers and their teams – including training, mentorship, and performance management.


• Build and maintain strong guest and client relationships, acting as the senior escalation point for service delivery issues.


• Manage budgets in conjunction with the finance team – including forecasting, cost control, and financial reporting.


• Monitor business performance against key KPIs, identifying opportunities for continuous improvement.

Key Performance Indicators

Success in the role will be measured against:

1. Talent management and staff development across sites.


2. Guest satisfaction scores and feedback ratings.


3. Completion of maintenance and compliance tasks (PPMs).


4. Risk and remedial actions outstanding.


5. Budgets and financial reports issued on time.


6. Response and resolution times for guest issues.


7. Delivery of consistent brand standards across sites.

Guest Service Delivery

As the Multi-Site Hotel Manager, you’ll act as a brand ambassador, ensuring all staff across locations deliver a consistently excellent guest experience.

• Ensure all guest communication (in person, phone, email) is polite, professional, and brand-aligned.


• Resolve escalated complaints and issues promptly, providing empathetic and effective solutions.


• Support and mentor your teams to ensure service excellence at all times.

Operational Service Delivery

• Support mobilisation and smooth handovers when opening or transitioning hotel sites.


• Take ownership of compliance and risk management routines across all hotels, ensuring full audit trails and reporting are maintained.


• Oversee planned preventative maintenance (PPM) schedules, ensuring assets are maintained and safety certifications are up to date.


• Work with procurement and local managers to ensure contracts are tendered effectively, achieving value for money.

People Management

• Lead, mentor, and develop hotel managers and their teams across multiple sites.


• Conduct regular 1-2-1s and performance reviews.


• Assess training and development requirements, ensuring staff meet agreed service standards.


• Drive a culture of accountability, collaboration, and continuous improvement.

Finance & Reporting

• Work closely with the finance team to oversee budgets, forecasting, and reporting for each site.


• Ensure all financial processes (purchase ledger, invoicing, reporting) are completed to the highest standard.


• Support year-end financial reviews and reporting packs.