Operations Manager
20 hours ago
Kingston upon Thames
Position: Operations Manager Location: Warren House Hotel, KT2 7HY Reports to: Management Company – 3Koncept Type: Full-Time / Part-Time, On-Site This position is being recruited by 3Koncept (3K) Consultancy, the new management team behind Warren House Hotel. While employment contracts and payroll will be managed directly by the direct employers: Warren House Hotel, all recruitment, day-to-day coordination, staff incentives, and development planning will be led by 3K as part of our contracted role. About the Manor House A distinguished 200-year-old boutique Manor House blending historic charm with modern hospitality. Our property is renowned for its exceptional service, elegant accommodations, and bespoke events. We are seeking an experienced, detail-oriented, and motivated Operations Manager to lead our day-to-day operations — primarily focused on Rooms Division and Conference & Banqueting (C&B) — with oversight of restaurant operations when required. The successful candidate will ensure operational excellence across all departments, maintaining the highest standards of service, efficiency, and guest satisfaction while working closely with the management company, 3Koncept. Overview We are seeking a dynamic and experienced Operations Manager to oversee and enhance our operational processes. The ideal candidate will be responsible for ensuring that our operations run smoothly and efficiently while maintaining high standards of quality and productivity. This role requires strong leadership skills, strategic thinking, and the ability to collaborate across various departments to drive success. Responsibilities • Oversee daily operations of bedrooms, C&B, and occasionally F&B outlets to ensure smooth and efficient service., • Maintain and improve operational standards, guest satisfaction, and service consistency across all areas., • Adhere to 3K policies and training standards., • Ensure all departments adhere to SOPs, checklists, and brand standards., • Prepare, review, and present daily, weekly, and monthly reports (Occupancy, Revenue, Guest Feedback, KPIs)., • Conduct regular inspections of guest rooms, public areas, and event spaces to ensure quality control., • Follow up on all tasks, reports, and action plans to ensure timely completion., • Uphold health & safety, fire, and licensing compliance in all operations., • Manage rotas, staff training, and daily briefings to ensure operational readiness., • Coordinate and supervise event setup, delivery, and breakdown, ensuring seamless execution., • Develop and implement operational strategies that align with the company's goals and objectives., • Monitor daily operations to ensure efficiency and effectiveness in all processes., • Support, train, and motivate team members to deliver exceptional guest experiences., • Foster a culture of accountability, collaboration, and continuous improvement., • Liaise closely with department heads to align operational objectives with the overall business strategy., • Analyse performance metrics and prepare reports to identify areas for improvement., • Collaborate with other departments such as finance, sales, and human resources to streamline operations., • Ensure compliance with industry regulations and company policies., • Manage budgets and resource allocation effectively to optimise operational performance., • Identify risks within operations and develop mitigation strategies accordingly., • Act as the point of contact for key clients and event organisers, ensuring seamless planning and delivery., • Proactively manage guest feedback, complaints, and service recovery., • Ensure all events, from private dining to weddings, meet the Manor’s exacting standards. Liaison with 3Koncept (Management Company) • Report directly to 3Koncept on performance, standards, and operations., • Collaborate on strategic planning, marketing, and development initiatives., • Implement and maintain management systems, tools, and reporting frameworks established by 3Koncept. Experience • Proven experience in hospitality operations, ideally within a boutique hotel or luxury property., • Strong background in Events Management and C&B operations., • Excellent understanding of Rooms Division standards and procedures., • Detail-oriented, with strong organisational and time management skills., • Excellent communicator, both written and verbal, with the ability to report clearly to management., • Proactive, hands-on, and calm under pressure., • Strong leadership and interpersonal skills with a team-oriented mindset., • Flexible and adaptable to changing operational requirements., • Strong understanding of operational processes, performance metrics, and best practices., • Excellent leadership skills with the ability to motivate teams towards achieving common goals., • Exceptional analytical skills with a focus on problem-solving and decision-making., • Proficiency in project management tools and software is advantageous., • Excellent communication skills, both verbal and written, with the ability to engage stakeholders at all levels., • A degree in business administration or a related field is preferred but not essential if experience is substantial. Desirable Experience • Experience in F&B operations or restaurant management., • Familiarity with PMS and event management systems., • Strong understanding of KPIs, revenue reports, and performance analysis., • Knowledge of heritage or listed property operations. If you are passionate about driving operational excellence and have the necessary experience, we invite you to apply for this exciting opportunity as an Operations Manager. About 3Koncept 3Koncept is a London-based consultancy and management company specialising in strategic hospitality management and brand development. We partner with owners and businesses across the lifestyle, hotel, and restaurant sectors, offering tailored operational and marketing solutions designed to enhance guest experiences and profitability. Ability to commute/relocate: • Kingston upon Thames KT2 7HY: reliably commute or plan to relocate before starting work (required), • Working according to business needs is essential. Experience: • Events management: 1 year (required), • Rooms Division: 1 year (preferred), • Hotel: 3 years (required), • Reservation: 1 year (required), • Revenue: 1 year (required), • Housekeeping: 1 year (required) Work authorisation: • United Kingdom (preferred)