About us
Part of London + Regional Hotels, The Lensbury Resort is located on the Banks of the River Thames at Teddington and is home to an exclusive leisure club, a 155 bedroom hotel, meeting and events space, restaurant and bar, Spa and 25 acres of gardens and grounds.
The Role
The Operations Director is responsible for the seamless running of the resort, and delivering the standards expected of this prestigious 4* venue. Reporting directly to the Managing Director, the Operations Director will oversee the day to day running and strategic planning of the hotel (front office and housekeeping), food and beverage outlets, and event operations.
Key Responsibilities
Executive Team
o Serve as a member of the Executive Team; assist the team in delivering an exceptional customer experience, make recommendations for improvement, input and advise on any modernisation/ refurbishment projects in line with the resort’s strategic vision.
o Act as an ambassador for the business and deputise for the Managing Director as required.
o Perform the role of key holder for premises.
o Lead the daily operation & financial update meetings for the business.
People Management
o Effective line management of each Head of Department – outline clear performance objectives and set KPIs in line with the resort’s vision, strategy and budget.
o Recommend and implement training to ensure career progression, succession planning and raise standards.
o Hold regular briefings and communication with the HoD team.
o Establish excellent relations with internal and external stakeholders and customer contacts.
Standards
o Comply with Hotel & Company Service Standards
o Outline and implement SOPs to ensure a consistently high standard of service across the hotel, meeting and event spaces and food & beverage outlets.
o Seek and respond to Guest Feedback across the hotel and F&B operation; track, monitor, report and implement action plans to ensure continuous improvement and high levels of satisfaction.
Budgets
o Assist in the development and delivery of budgets in line with the resort’s strategy.
o Monitor costs and analyse results to highlight concerns quickly and effectively.
Health & Safety/ Audits
o Ensure statutory compliance across all levels of the operation.
o Prepare for and respond to audits, with the implementation and delivery of action plans as required to ensure continuous improvement.
o Provide coverage and assistance in a crisis management situation.
Projects
o Assist and advise on the development of forthcoming renovations
o Drive development of The Lensbury’s ESG initiatives.
What we’re looking for:
* To be successful in this role, you must possess the following qualifications, attitude, behaviours, skills, and values:
* Strong commercial, operational and financial acumen. Experienced in setting and managing budgets, revenue proposals and forecasting results.
* Experienced in Food & Beverage Operations.? Experienced in Facilities Management.
* In-depth knowledge of the hotel, leisure and service sector.
* Strong leadership skills to effectively manage and motivate the team to achieve high level of performance and exceed targets.
* Accountable and resilient, with the ability to work under pressure.
* A degree or diploma in Hotel/ Club Management or equivalent.
It would be advantageous in this position for you to demonstrate the following capabilities:
* Knowledge of hotel property management systems.
* Previous experience in the same or similar role.