Operations Manager

Location: Willesborough

Operations Manager Safestay Holland Park

Location:

Holland Park, London

Reports to:

General Manager or Cluster General Manager Direct Reports:
Front Office, Housekeeping and operational team members

Contract:

Full time Salary: £35k to £45k based on experience About Safestay Holland Park Safestay Holland Park is a London hostel located in Holland Park, welcoming guests from the UK and around the world. The Operations Manager will be responsible for ensuring the property operates safely, efficiently and consistently while delivering an excellent guest experience. This is a hands on operational leadership role requiring someone who is comfortable working in a fast paced hostel environment with a diverse team and high guest turnover.

Role Purpose The Operations Manager will take overall responsibility for the day to day operational performance of Safestay Holland Park. The role will ensure that:
Guests receive a safe, clean and positive experience, all operational departments are effectively managed, Health & Safety and statutory compliance standards are maintained, and housekeeping and cleanliness standards are consistently achieved. Staffing levels and rotas meet operational requirements, maintenance issues are identified and resolved promptly, operational costs are effectively controlled, guest complaints are handled professionally and resolved quickly, company policies and procedures are consistently followed, and the hostel achieves its operational, financial and guest satisfaction targets.

Key Responsibilities 1. Operational Leadership Lead the day to day operation of the hostel, ensure all departments work effectively together, maintain high operational standards across the property, conduct regular operational inspections and follow up on identified issues, and ensure the property is consistently ready for guest arrivals. Develop and implement effective SOPs and operational procedures, act as the senior operational point of contact when the General Manager is unavailable, and promote a positive, professional and accountable working culture.

2. Guest Experience Ensure guests receive a welcoming, safe and consistent experience, monitor guest feedback across , Google, Hostelworld and other relevant platforms, and monitor cleanliness, facilities and service standards from the guest's perspective. Take ownership of significant guest complaints and service recovery, identify recurring guest issues and implement corrective actions, and work with Front Office to improve check in, check out and the overall guest journey.

3. Housekeeping & Cleanliness Work closely with the Housekeeping Manager or Supervisor to maintain required standards, monitor bedrooms, bathrooms, public areas and communal spaces, ensure cleaning schedules and checklists are completed, and monitor room turnaround and availability. Review housekeeping productivity and staffing levels, ensure appropriate stock levels of linen, toiletries and cleaning materials, and work with suppliers to ensure consistent quality and cost control.

4. Health & Safety Take operational responsibility for maintaining high Health & Safety standards, ensure all required statutory inspections and compliance checks are completed, follow up on findings from Health & Safety audits, and maintain appropriate records and documentation. Ensure fire safety procedures and evacuation processes are understood and followed, conduct regular operational safety checks, report and investigate accidents and incidents appropriately, ensure staff receive appropriate Health & Safety training, and escalate significant risks immediately to the General Manager.

5. Maintenance & Facilities Ensure maintenance issues are identified and resolved promptly, maintain an effective…