Operations Manager

Malone Hotel are seeking a practical, visible and hands‑on Hotel Operations Manager to keep the hotel running smoothly every day. This is an operational delivery role, focused on the guest journey, quality standards, staff deployment, effective communication and the timely resolution of issues across the property.

Working within the management structure and alongside department managers, the role holder will be active on the floor, inspecting standards, supporting busy service periods, following up defects and ensuring agreed procedures are consistently carried out. The emphasis is on execution and accountability rather than setting hotel strategy or acting as a second Deputy General Manager.

The successful candidate will be required to work 37.5 hours per week
, but must be flexible to work evenings and weekends as required.

Key Responsibilities:

Daily Hotel Operations

• Coordinate the daily running of the hotel, with a visible presence in guest and back‑of‑house areas.

• Carry out daily operational walk‑rounds, checking public areas, entrances, guest facilities, service points and overall presentation.

• Review occupancy, arrivals, departures, groups, events, staffing cover and known guest requirements; resolve operational gaps before they affect service.

• Lead or contribute to shift briefings and ensure clear handovers, action logs and follow‑up between shifts and departments.

• Support departmental managers during peak periods and take prompt, practical action when service is under pressure.

• Make sure hotel procedures, checklists and agreed service standards are followed consistently.

Guest Experience & Service Recovery

• Remain accessible to guests and colleagues, dealing personally with escalated day‑to‑day queries and complaints.

• Inspect the guest journey from arrival and check‑in through accommodation, breakfast and departure.

• Identify recurring service failures from feedback and incident logs and ensure corrective actions are completed.

• Follow up guest requests, VIP arrangements, room moves and special requirements to a satisfactory conclusion.

Rooms, Reception & Housekeeping

• Work with Reception and Housekeeping to ensure rooms are clean, inspected, released and ready to the required standard and agreed times.

• Monitor daily room‑status discrepancies, out‑of‑order rooms, late check‑outs and early‑arrival pressures.

• Carry out sample room inspections and follow up on cleanliness, presentation and maintenance deficiencies.

• Ensure the front desk, luggage storage, reception lobby and other guest‑facing spaces are organised and professionally presented.

Staffing, Supervision & Communication

• Check that operational shifts have appropriate cover and assist managers in resolving short‑notice staffing gaps.

• Provide direct on‑shift guidance and coaching, reinforcing service behaviours, punctuality, presentation and task completion.

• Ensure Duty Managers and supervisors understand daily priorities, incident escalation routes and handover expectations.

• Raise repeated performance or conduct issues with the relevant departmental manager and support agreed follow‑up; formal HR decisions remain with the appropriate management lead.

Maintenance, Safety & Standards

• Log, prioritise and track defects affecting bedrooms, public areas, equipment and guest comfort, coordinating with maintenance until resolved.

• Undertake routine checks of fire exits, safety signage, housekeeping stores, back‑of‑house areas and general operational compliance.

• Ensure accidents, incidents, security concerns and near misses are recorded and escalated promptly under hotel procedures.

• Support routine contractor access, maintenance coordination and planned works to minimise disruption to guests.

• Follow up completion of daily…