Operations Manager

Mercure Milton Keynes; Milton Keynes; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading hotel management company in Milton Keynes is seeking an Operations Manager to lead and develop department heads, ensuring high standards in guest experience and operational performance. The ideal candidate will have commercial acumen, strong leadership skills, and experience in a branded hotel environment. This role offers a comprehensive rewards package including hotel stay discounts and personal development opportunities.

Benefits

Discounted hotel stays globally

Attractive discounts across major retailers

Free access to Leisure Clubs

Personal and career development opportunities

Employee Assistance Programme

Qualifications

• Proven success as an Operations Manager, Deputy General Manager, or senior HOD in a full-service branded hotel.
• Experience managing leadership teams and strategic revenue/sales impact.
• Calm and decisive under pressure with strong operational insight.

Responsibilities

• Lead HOD teams to deliver exceptional service and maintain operational standards.
• Monitor performance and costs for profitability.
• Ensure compliance with health and safety regulations.

Skills

Leadership

Commercial acumen

Communication skills

Attention to detail

Problem-solving

Job description

As Operations Manager, you will be responsible for leading and developing the Heads of Department to deliver consistent excellence across guest experience, team performance, and operational standards. You’ll ensure the hotel operates smoothly and profitably, maintaining compliance with brand standards and supporting the General Manager in driving performance across all areas.

This role reports to the General Manager.

Duties include:

• Supporting the General Manager in delivering revenue and sales strategies, ensuring financial goals are met and exceeded.
• Leading and inspiring the HOD team to deliver exceptional service and foster a culture of continuous improvement.
• Ensuring consistent operational standards across all departments in line with brand and audit requirements.
• Monitoring performance, costs, and efficiencies to control expenses, reduce waste, and maximise profitability.
• Coaching and developing team members to enhance capability, succession, and engagement.
• Maintaining visible leadership across all areas of the hotel, driving standards through daily interaction and feedback.
• Overseeing recruitment, training, and development to ensure staffing levels and skills align with business needs.
• Acting as Duty Manager when required, ensuring smooth running of operations and rapid response to guest feedback.
• Ensuring compliance with all health, safety, hygiene, and fire safety policies, and maintaining accurate reporting of incidents.

About You

You’re an operational leader with a passion for people, performance, and creating great guest experiences. You’ll have experience managing HOD teams within a branded hotel environment and the commercial insight to support the General Manager in achieving ambitious goals.

We’re looking for:

• Proven success as an Operations Manager, Deputy General Manager, or senior HOD in a full-service branded hotel.
• Strong leadership and communication skills, with the ability to motivate, develop and influence others.
• Commercial acumen with experience in cost control, forecasting, and operational planning.
• Exceptional attention to detail and commitment to maintaining high standards.
• Calm and decisive under pressure, with a hands‑on, solution‑driven approach.
• A genuine passion for delivering outstanding guest service and building a strong team culture.

Benefits

Our rewards package includes:

• Discounted hotel stays around the globe, with food and beverage discounts.
• Attractive discounts across many major retailers, restaurants, and events.
• FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms).
• Personal and career development opportunities.
• Round‑the‑clock access to our Employee Assistance Programme, offering mental health, wellbeing, financial, and legal support.

Next Steps

A member of our team will be in touch to book a 15‑minute chat with shortlisted candidates so we can get to know you better. If successful at this stage, you'll be invited to the hotel to discuss the role in greater detail.

We review applications as they come in, so apply early to avoid missing out. We may close the role once we’ve found the right person.

At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail] - we’re here to support you.

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people‑driven business that’s passionate about performance, guest experience, and creating hotels that make us proud.

Learn more about who we are and what drives us at www.kewgreenhotels.com.