Operations Manager

Delta Hotels by Marriott Edinburgh; City of Edinburgh; On-site; GBP 40,000 - 50,000; Full time

Job summary

A premier hotel in Edinburgh is seeking a skilled Hotel Operations Manager to oversee daily hotel operations, ensuring exceptional guest experiences and adherence to brand standards. This role requires strong leadership, organizational abilities, and coordination across diverse departments like Front Office, Housekeeping, and Food & Beverage. The successful candidate will drive service excellence and operational efficiency while handling guest complaints and leading team development. This opportunity offers a dynamic work environment focused on continuous improvement and collaboration.

Qualifications

• Proven leadership skills, particularly in managing diverse teams.
• Strong organizational skills and attention to detail.
• Ability to handle guest complaints and implement service recovery.

Responsibilities

• Oversee day-to-day operations to ensure exceptional guest experiences.
• Supervise hotel operations across departments including Front Office and Housekeeping.
• Lead and motivate departmental managers and staff.

Job description

Job Description: Hotel Operations Manager

The Hotel Operations Manager is responsible for overseeing the day‑to‑day operations of the hotel to ensure exceptional guest experiences, efficient departmental performance, and adherence to brand standards. This role requires strong leadership, organizational skills, and the ability to coordinate across multiple departments including Front Office, Housekeeping, Food & Beverage, Conference and Events and Maintenance. The Operations Manager acts as a key liaison between staff and senior management, driving service excellence, operational efficiency, and profitability.

Key Responsibilities

• Guest Experience & Service Excellence
  • Ensure the highest standards of guest satisfaction across all touchpoints.
  • Handle escalated guest complaints and implement service recovery strategies.
  • Monitor guest feedback (GSS, online reviews, surveys) and drive continuous improvement.
• Operational Oversight
  • Supervise daily hotel operations across Front Office, Housekeeping, F&B, Conference and Events and Engineering.
  • Ensure compliance with brand standards, SOPs, and health & safety regulations.
  • Conduct regular inspections of rooms, public areas, and facilities to maintain quality.
• Team Leadership & Development
  • Lead, coach, and motivate departmental managers and supervisors.
  • Identify training needs and implement development programs.
  • Foster a culture of accountability, empowerment, and teamwork.
• Financial & Performance Management
  • Support budget preparation and monitor departmental expenses.
  • Track KPIs such as occupancy, ADR, RevPAR, COS, payroll and guest satisfaction scores.
  • Implement cost‑control measures without compromising service quality.
• Communication & Coordination
  • Cascade information from management meetings to operational teams.
  • Ensure proactive communication between departments for seamless guest service.
  • Collaborate with Sales & Marketing to support promotions, events, and upselling initiatives.
• Health, Safety & Compliance
  • Ensure all operations comply with legal, safety, and brand requirements.
  • Conduct regular audits and spot checks to maintain standards.
  • Lead emergency response procedures and staff training.
• Innovation & Continuous Improvement
  • Identify opportunities to enhance efficiency and guest satisfaction.
  • Implement new technologies, systems, or processes to streamline operations.
  • Stay updated on industry trends and competitor practices.
• Executive Team & Duty Management
  • Serve as a key member of the hotel’s Executive team, contributing to strategic decision‑making and long‑term planning.
  • Expected to work 5 out of 7 days per week, with flexibility to adjust schedule based on business demands, events, and operational needs.
  • Cover Duty Manager shifts as required, ensuring smooth operations and guest satisfaction during peak times or in the absence of other managers.
  • Responsible for preparing and managing the Duty Manager rota, ensuring fair distribution of shifts and adequate coverage across the leadership team.

Additional Responsibilities in the Absence of the General Manager

• Assume full responsibility for the safe and efficient running of the hotel.
• Ensure continuity of relationships with senior stakeholders, owners, and external partners.
• Oversee all operational departments, maintaining service standards and guest satisfaction.
• Act as the primary decision‑maker for critical issues, including guest complaints, staffing, and health & safety.
• Provide clear direction to the leadership team and ensure supervisors are empowered to deliver consistent standards.
• Report key actions and outcomes to the General Manager upon their return.