Deputy General Manager
3 days ago
Cheltenham
Deputy General Manager Ellenborough Park Hotel, Cheltenham, Cotswolds Full-Time | Permanent £ Competitive, Plus Performance Based Management Bonus, Plus Monthly non-contractual service charge A genuine second-in-command role at one of the Cotswolds most distinctive country house hotels Ellenborough Park is entering an important stage in its development. We are strengthening our operational standards, investing in the guest experience and continuing to build a hotel capable of consistently delivering at the very top end of the luxury country house market. We are looking for a Deputy General Manager who wants to play a central role in that journey. This is not simply a Duty Management position with a senior title. You will work closely with the General Manager as the operational lead for the hotel, taking real ownership for standards, people, performance and the day-to-day delivery of the business. You will need to be a strong hotel operator: visible, commercially aware, comfortable making decisions and able to support and challenge Department Heads in equal measure. You will have direct operational oversight of Rooms, Food & Beverage and Wellness, with the relevant Department Heads reporting directly to you. As a key member of the Senior Management Team, you will work alongside colleagues leading HR, Finance and Sales & Marketing. In the General Managers absence, full operational accountability for Ellenborough Park will rest with you. About Ellenborough Park Set within 90 acres of Cotswold countryside, between Cleeve Hill and the gallops of Cheltenham Racecourse, Ellenborough Park combines more than 500 years of history with the expectations of a modern luxury hotel. The estate has 61 individually styled rooms and suites, alongside The Lodge, restaurants and bars, afternoon tea, private dining, weddings and events, an intimate wellness facility and seasonal outdoor experiences. Our relationship with Cheltenham Racecourse also creates some of the busiest and most exciting trading periods in the hotel calendar. It is a diverse operation with considerable potential. Our ambition is to keep raising the quality and consistency of the guest experience while building a commercially strong, engaged and accountable operation. The Role Reporting directly to the General Manager, you will take a leading role in the day-to-day operation and continued development of Ellenborough Park. You will directly lead the core hotel operation across Rooms, Food & Beverage and Wellness, while working closely with the wider Senior Management Team. A major part of your role will be continually assessing the standards we deliver today, identifying where they can be elevated and turning those opportunities into consistent improvements to the guest experience. Act as the operational lead for the hotel, with full operational accountability resting with you in the General Managers absence. Maintain a highly visible presence across the property, with a strong understanding of what is happening for our guests and teams each day. Take direct operational oversight of Rooms, Food & Beverage and Wellness, with the relevant Department Heads reporting directly to you. Coach, support and challenge Department Heads, building a culture in which leaders own the standards, people, guest experience and commercial performance of their departments. Continually assess service, operational and presentation standards, using guest feedback, quality reviews, inspections and your own observations to identify opportunities to elevate the experience and ensure improvements are followed through and sustained. Drive the quality, consistency and commercial performance of Food & Beverage, including breakfast, restaurants, bars, afternoon tea, weddings and events. Lead Rooms and Wellness Department Heads in maintaining and continually improving housekeeping, front office, arrival, departure, wellness and the wider guest journey. Review departmental performance and use payroll, productivity, forecasting, costs and profitability to support better operational decisions. Help develop an operation that is proactive rather than reactive, identifying issues before they become guest problems. Lead hotel inspections and ensure cleanliness, maintenance, presentation and attention to detail reflect our luxury positioning. Support recruitment, performance management, succession planning, engagement and the development of our future leaders. Maintain strong standards of Health & Safety, Fire Safety, Food Safety, licensing, security and operational compliance. Work alongside fellow Senior Management Team members leading HR, Finance and Sales & Marketing, ensuring strong collaboration between operational and support functions Lead and support improvement projects that strengthen the guest experience, operational effectiveness and commercial performance of the hotel. What We're Looking For We are open to an established Deputy General Manager or a highly capable Hotel Manager or Operations Manager ready for greater responsibility. What matters most is the depth of your operational experience and your ability to lead a complex luxury hotel with confidence. We would particularly like to hear from candidates who can demonstrate: Strong operational leadership experience within a luxury four-star, AA four Red Star, five-star or equivalent high-quality independent or country house hotel. Credible Food & Beverage experience and the confidence to challenge and improve a multi-outlet operation. A strong understanding of Rooms and the complete guest journey. Experience leading and developing Department Managers, not simply managing the operation around them. High personal standards, excellent attention to detail and a clear understanding of luxury service. Commercial confidence, including budgets, payroll, productivity, forecasting, cost control and departmental performance. The ability to analyse performance, make decisions and ensure agreed actions actually happen. A calm, practical approach when dealing with difficult guests, people or operational situations. The confidence to challenge constructively while building strong relationships across the hotel. A hands-on leadership style and genuine enjoyment of being present in the operation. Experience within an AA four Red Star, AA five-star, Red Star, Pride of Britain, Relais & Chteaux or comparable luxury environment would be highly desirable, but is not essential if you can demonstrate the standards, judgement and leadership we are looking for. Why Ellenborough Park? This is an opportunity to have genuine influence over the next stage of a well-established luxury hotel. You will work closely with the General Manager and Senior Management Team on the operation today, while also contributing to the longer-term development of the property, its people and its commercial performance. There is plenty to build on and plenty still to do. For the right hotelier, that is exactly what makes the role interesting. You will be given responsibility, expected to make a difference and supported to continue developing your own career as the hotel progresses. What We Offer Alongside monthly non-contractual service charge payments, you will receive: Performance-based management bonus 28 days' holiday including bank holidays Ongoing training and career development Team member hotel rates from £100 B&B and 25% discount on food and drink across Pride of Britain Hotels Generous discounts across Michels & Taylor hotels, including accommodation from £45 B&B and up to 50% off food and drink Friends and family rates at Ellenborough Park and selected Michels & Taylor hotels Discounts on wellness treatments and products Complimentary meals whilst on duty Free on-site parking Free use of the on-site gym Long Service Awards Regular team social events Refer a Friend scheme with rewards of up to £200 Interested? If you are a strong hotel operator who combines high standards with commercial awareness, good judgement and a genuine ability to get the best from people, we would like to hear from you. Please apply with a copy of your CV. Ellenborough Park cannot offer live-in accommodation for this position. Applicants must have the right to live and work in the UK. Evidence of eligibility will be required as part of the recruitment process. TPBN1_UKCT