Hospitality Operations Manager

The role

• We are looking for a manager who can take ownership of the daily business, lead the team and deliver exceptional hospitality consistently. You will manage the journey from first enquiry and venue viewing through booking, event delivery and post-event care. You will also protect our assets, control operating costs and turn quiet periods into productive time.
• The role centres on management, planning, sales follow-up and service delivery. You will oversee decor execution against the agreed client specification while organising the people and resources needed to deliver the full experience.

Responsibilities

Guest experience and service standards

• Establish and enforce clear standards for welcoming clients, conducting viewings, communicating professionally and hosting guests. Lead by example in personal presentation and service.
• Understand each client’s occasion, preferences and practical needs. Brief the team, anticipate likely requests and arrange thoughtful touches within the agreed package and budget.
• Inspect the guest journey before arrival, including entrance, rooms, toilets, lighting, temperature and agreed amenities. Correct issues before the client encounters them.
• Own complaints through resolution. Listen, act promptly within your authority, keep the client informed and record what must change to prevent recurrence.
• Enquiries bookings and client care
• Own timely, accurate responses across Instagram, WhatsApp, telephone and in-person enquiries. Assign cover so clients receive consistent attention during events and staff absences.
• Ensure enquiries are recorded in the CRM with requirements, lead status, an owner and a dated next action. Review follow-ups daily and investigate lost bookings.
• Conduct professional viewings, explain packages and policies, prepare accurate quotations and recommend relevant additions without overpromising.
• Keep the booking calendar, client agreements and payment status accurate. Confirm receipt with finance, issue approved documentation and follow up on outstanding balances.

Event planning and delivery

• Create an event brief covering client specifications, decor, layout, timings, vendor access, staffing, payment status and any special requirements. Confirm changes in writing.
• Allocate setup responsibilities and coordinate vendors against agreed deadlines. Check the finished decor and room arrangement against the brief before client handover.
• Provide an accountable manager or designated lead for every event. Remain available to make decisions and resolve service issues throughout the booking.
• Supervise handover, event support, breakdown and venue reset. Capture client feedback and review delivery with the team so lessons inform the next event.
• Venue readiness and asset care
• Run daily opening, closing and cleanliness checks. Keep guest areas, toilets, storage and staff work areas consistently clean and orderly, including on days without bookings.
• Maintain safe layouts and proper storage for equipment, furniture and decor. Assign custodians, track condition and organise preventive maintenance.
• Identify hazards and defects early. Record damage and incidents promptly, arrange corrective action and escalate urgent safety, security or service risks immediately.
• Manage stock and replenishment of consumables. Keep inspection, inventory and maintenance records current and inspect completed work rather than relying on verbal assurances.

Team leadership and accountability

• Set a weekly work plan and duty roster, with clear daily responsibilities, deadlines and cover. Use quieter periods for follow-ups, training, maintenance and preparation.
• Lead short team briefings, delegate with clear outcomes and check completion. Coordinate all on-site staff around guest service and operational priorities.
• Enforce uniform, grooming, identification, punctuality and conduct standards consistently. Address lapses promptly and document repeated performance concerns.
• Train staff in client communication, service recovery, CRM use, event readiness and safe equipment handling. Observe them performing tasks and coach where standards fall short.
• Assess performance fairly, give direct feedback and work with the founders or HR support on recruitment, development and formal personnel matters.
• Commercial discipline and reporting
• Work towards agreed booking and revenue targets through reliable follow-up, repeat business, referrals and appropriate package recommendations. Coordinate with marketing on enquiry quality and client feedback.
• Plan staffing, vendor requirements and purchases within approved budgets. Check expenses and supplier work, prevent waste and flag costs that threaten event profitability.
• Provide a weekly report on enquiries, conversions, bookings, revenue, outstanding payments, guest feedback, operational issues and actions due. Keep routine venue operations moving without repeated founder reminders

Requirements

Experience and capabilities

• At least three years of relevant hospitality experience, including at least one year leading a team. Strong experience in hotel operations, guest services, an established restaurant or a comparable hospitality business is preferred.
• Evidence of improving service standards, organising daily operations and holding staff accountable. Experience coordinating events and vendors is valuable.
• Confident, warm and professional communication, with strong written English. Able to host a viewing, handle a dissatisfied client and give clear instructions to a team.
• Practical competence with CRM systems, booking calendars, spreadsheets, quotations, payment tracking and weekly reporting.
• Commercial judgment: understands how follow-up, staffing, waste and service quality affect revenue and profitability.
• Strong attention to detail, sound judgment under pressure and willingness to inspect, demonstrate and assist when service requires it.
• A relevant qualification in hospitality, business or a related field is useful. Demonstrated management ability and service delivery are essential.