Operations Manager - Guest Relations
4 days ago
Falmouth
Operations Manager Guest Relations Location: St Michaels Resort, Falmouth, Cornwall Reporting To: General Manager Direct Reports: Executive Housekeeping Manager, Maintenance Manager, Self-Catering Owner Executive, Front of House Manager Employment Type: Full-time Salary: Up to £50,000 per annum + quarterly performance-related bonus About St Michaels Resort Based in one of the UKs most stunning coastal locations, St Michaels Resort is one of the South-Wests most iconic and dynamic hospitality destinations. A leading 4-star resort in Cornwall, St Michaels combines contemporary style with a vibrant, welcoming atmosphere that embraces the local community. Overlooking the sandy Blue Flag Gylly beach and a spectacular stretch of coastline, the resort is also just a short walk from the creative and energetic town centre of Falmouth. The Role As Operations Manager, you will be a key member of the senior management team, working alongside the General Manager to oversee the day-to-day running of the resort. You will be responsible for ensuring seamless operational delivery and consistently high standards across all core areas of the business. This is a hands-on leadership role with significant responsibility for driving performance, leading crew, and delivering exceptional guest experience. Key Responsibilities - Work alongside the General Manager to lead the day-to-day operation of the resort - Provide strong leadership across core operational functions, ensuring alignment, accountability, and high performance - Lead, develop and motivate departmental managers and their crew to consistently deliver high standards - Ensure all rooms, self-catering accommodation, public areas, and resort facilities are consistently maintained and presented to a high standard at all times - Drive operational efficiency and performance, ensuring smooth coordination across all areas of the business - Take ownership of operational decision-making and resolve issues quickly and effectively - Manage budgets, labour costs, and departmental performance, supporting overall commercial objectives - Drive on-site revenue through effective upselling and cross-selling across all departments, maximising guest spend and overall resort performance - Ensure the property is maintained to a high standard through effective maintenance planning and execution - Maintain full compliance with health & safety, statutory requirements, and operational procedures - Handle guest feedback and service recovery with professionalism and a solutions-focused approach - Support recruitment, training, and development to build strong, high-performing crew Requirements - Proven success in a senior operations role within a 4 or 5 star hotel/resort - Experience operating at senior management level within a hotel or resort environment - Strong background in multi-department operational leadership, including food and beverage management - Commercially astute, with experience managing budgets and driving performance - A confident, hands-on leader with a visible presence and strong leadership style - Highly organised with the ability to perform in a fast-paced, high-expectation environment - Professional, polished, and guest-focused in approach - Strong communication skills with the ability to influence and lead crew effectively - Solutions-driven with a proactive and accountable mindset What Success Looks Like - Strong guest satisfaction and effective service recovery - Smooth, well-coordinated daily operations across the resort - Consistently high standards across all rooms, apartments, and public areas - High-performing crew with clear leadership and accountability - A commercially focused, efficient, and well-run operation Why Join St Michaels Resort - A senior management role within one of Cornwalls leading coastal resorts - Work in one of the UKs most desirable locations - Opportunity to make a real impact on operational performance and guest experience - Work alongside the General Manager in a hands-on leadership role - Competitive salary and bonus structure - Development opportunities within a growing and dynamic business This is an excellent opportunity to join a standout 4-star resort in one of the South Wests most picturesque locations, offering both scale and quality in equal measure. We are looking for a proven operator who leads from the front, understands detail, and consistently delivers high standards across a dynamic resort environment. TPBN1_UKCT