Head of Hotel Operations

What you'll bring to the team

The Head of Hotel Operations is a pivotal Resort leader responsible for overseeing all aspects of the Hotel operations within the Resort. Reporting to the Director of Resort Operations & Experience, this position ensures seamless management of the Hotel team, focusing on guest satisfaction, team development, operational excellence, and adherence to brand and safety standards. The Head of Hotel leads and supports a dynamic team, driving strategic initiatives to enhance the guest experience and operational performance.

Qualifications & Experience

Key Responsibilities:

• Oversee the daily operations of the Hotel, including housekeeping, front office, commercial and guest service functions.
• Ensure the highest standards of maintenance, cleanliness, and presentation of hotel facilities, aligning with brand expectations. L
• Collaborate with cross-functional teams to address and resolve operational challenges, ensuring a seamless guest experience.
• Act as a key decision-maker during operational challenges, ensuring rapid resolution and maintaining guest satisfaction.
• Oversee guest feedback resolution, ensuring timely and effective outcomes to maintain guest loyalty and brand reputation.
• Act as Resort or Hotel Duty Manager as required
• Proactively monitor and enhance guest satisfaction by addressing feedback and implementing service improvements.
• Collaborate with Hotel Managers and wider team to identify and address skill gaps, ensuring teams are equipped to succeed.
• Support planning and execution of operational readiness for peak seasons, events, and new openings.
• Contribute to broader Resort and Merlin initiatives, providing insights and recommendations for improvement.
• Use guest satisfaction metrics and insights to develop action plans for continuous service enhancement.
• Drive team engagement initiatives, cultivating an inclusive and motivated workplace environment.
• Lead, coach, and mentor the Hotel team, fostering a culture of accountability and excellence.
• Support global functions with innovation and planning initiatives regarding to revenue management and future development
• Work with Commercial and Business Support Team to develop and implement strategic initiatives to optimize Hotel operations and drive efficiency.
• Build strong relationships with other Resort departments and partners, including Facilities, Food & Beverage, and Entertainment, to support integrated operations.
• Conduct regular coaching sessions, performance reviews, and development programs to support career growth for team members.
• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
• Other tasks as assigned and needed by the business.

Experience and Qualifications:

• Proven leadership experience in managing large-scale hotel, or hospitality operations, including housekeeping, front office, and guest services.
• Strong background in team development, employee engagement, and fostering a positive workplace culture.
• Hands-on experience in delivering exceptional guest experiences and resolving guest complaints through service recovery processes.
• Familiarity with property management systems (e.g., Opera) and task management tools (e.g., ALICE).
• Degree or diploma in Hospitality Management, Business Administration, or a related field is desirable.
• Proficiency in using guest service technologies and basic office applications (e.g., Microsoft Office Suite).

Benefits

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.Paid Time Off (PTO).
• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
• Recognition Programs and Rewards.
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Get support for further education and career growth.
• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Pay Range