Multi-Site Hotel Manager
3 days ago
St Albans
Multi-Site Hotel Manager Location: Head Office & Hotel Sites (Hertfordshire/London-based) Reporting To: Operations Director Key Responsibilities The Multi-Site Hotel Manager will be responsible for the effective and efficient management of multiple hotel sites, ensuring consistently high service delivery and operational standards. You will oversee front-of-house, guest services, facilities, compliance, and team development across locations, ensuring each hotel meets performance, financial, and customer satisfaction targets. Core Duties: • Build and maintain strong working relationships with senior department heads (e.g. Finance, HR, Compliance, Technology, Support Services)., • Lead day-to-day guest service delivery across all hotel sites – measured via response times, resolution times, and guest satisfaction ratings., • Oversee facilities and asset management at each site – ensuring planned maintenance tasks, risk actions, and compliance requirements are completed on time., • Develop and implement operational strategy with the Operations Director, embedding consistent SOPs across sites., • Provide strong leadership for hotel managers and their teams – including training, mentorship, and performance management., • Build and maintain strong guest and client relationships, acting as the senior escalation point for service delivery issues., • Manage budgets in conjunction with the finance team – including forecasting, cost control, and financial reporting., • Monitor business performance against key KPIs, identifying opportunities for continuous improvement. Key Performance Indicators Success in the role will be measured against: • Talent management and staff development across sites., • Guest satisfaction scores and feedback ratings., • Completion of maintenance and compliance tasks (PPMs)., • Risk and remedial actions outstanding., • Budgets and financial reports issued on time., • Response and resolution times for guest issues., • Delivery of consistent brand standards across sites. Guest Service Delivery As the Multi-Site Hotel Manager, you’ll act as a brand ambassador, ensuring all staff across locations deliver a consistently excellent guest experience. • Ensure all guest communication (in person, phone, email) is polite, professional, and brand-aligned., • Resolve escalated complaints and issues promptly, providing empathetic and effective solutions., • Support and mentor your teams to ensure service excellence at all times. Operational Service Delivery • Support mobilisation and smooth handovers when opening or transitioning hotel sites., • Take ownership of compliance and risk management routines across all hotels, ensuring full audit trails and reporting are maintained., • Oversee planned preventative maintenance (PPM) schedules, ensuring assets are maintained and safety certifications are up to date., • Work with procurement and local managers to ensure contracts are tendered effectively, achieving value for money. People Management • Lead, mentor, and develop hotel managers and their teams across multiple sites., • Conduct regular 1-2-1s and performance reviews., • Assess training and development requirements, ensuring staff meet agreed service standards., • Drive a culture of accountability, collaboration, and continuous improvement. Finance & Reporting • Work closely with the finance team to oversee budgets, forecasting, and reporting for each site., • Ensure all financial processes (purchase ledger, invoicing, reporting) are completed to the highest standard., • Support year-end financial reviews and reporting packs.