Service Operations Manager

Our client, a leading company within the hospitality industry, is looking for a Service Operations Manager to join their team. Your main responsibilities will be to:

• Oversee the daily operations of multiple guest-facing service functions within a hospitality environment.
• Manage guest communications and ensure prompt, professional handling of requests and enquiries.
• Supervise in-room service operations to maintain high standards of quality and guest satisfaction.
• Lead front-of-house support teams, including guest arrival and departure services.
• Coordinate business support services and guest technology assistance.
• Ensure smooth operation of seasonal guest service areas and access points.
• Drive service excellence by maintaining high standards across all guest interactions.
• Lead, coach, and develop a multi-functional team to achieve operational objectives.
• Monitor guest feedback and satisfaction metrics, implementing improvements where required.
• Collaborate with various departments to ensure a seamless and consistent guest experience.
• Identify opportunities to improve processes, efficiency, and service delivery.
• Ensure compliance with company policies, procedures, and service standards.
• Support the overall guest journey from arrival through departure, delivering a positive and memorable experience.

Requirements

• Strong leadership and team management skills.
• Excellent communication, interpersonal, and organisational abilities.
• Ability to perform effectively in a fast-paced, customer-focused environment.
• Commitment to maintaining high levels of guest satisfaction and operational excellence.

Education and Experience

• Previous experience in a supervisory or management role within hospitality, guest services, or related operations.
• Qualification in Hospitality Management or a related field is preferred.
• Experience in front office, guest services, food and beverage, or similar operational areas.