Operations Manager - Crowne Plaza Reading

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

This is an exciting opportunity to be joining the Crowne Plaza Reading team to create and deliver true hospitality for both our guests and colleagues. Crowne Plaza Reading perfectly nestled amongst the trees on the bank of the River Thames and only 15 minutes walk away from the Reading Station and Reading town centre. The hotel is an elegant retreat primed for business success with 122 contemporary bedrooms and lavish banquets.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people:

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year
• Complimentary access to Revive Leisure Centre (Gym, Swimming Pool, Sauna, Steam Room)

And much much more!

A DAY IN THE LIFE OF AN OPERATIONS MANAGER AT OUR HOTEL

What you'll be doing:

Reporting to the General Manager, you can expect your working day to include the following:

• Lead and drive consistent delivery of customer service initiatives through the departments and evaluate the success.
• Ensure sales, profit and other related targets from all departments are exceeded.
• Control and monitor payroll costs by allocating labour resources in line with forecasted and actual consumer levels, through productivity ratios and payroll management.
• Develop new opportunities to grow departmental sales to meet and exceed budget.
• Assist with leading Operational Department Managers and create a teamwork-driven environment which promotes great employee morale and ensures a high level of commitment and pride.
• Ensure effective communication with Operational Department Managers (e.g., Front Office, F&B, C&B, and Housekeeping) by holding regular meetings.
• Take accountability for the total hotel operation in the absence of the Hotel General Manager.
• Oversee the operational management of the hotel, including Guest Services, Food & Beverage, Kitchen and housekeeping team.
• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures, and skills development.
• Assist in managing day to day hotel operations by maximizing financial returns, driving our people first culture, whilst creating and maintaining a unique guest experience.
• Execute brand standards and all operational initiatives of the brand, with a keen focus on health and safety, compliance and through developing a strong team culture, promote awareness of the hotel and brand in the local community.
• Oversee all meetings and events operations from working alongside the meetings team from enquiry stage through to delivery of the event.
• Support with initiative and commitment the overall objectives of the business in terms of both revenues, costs, and teamwork - developing your personal competency levels.
• Be the guarantor of guest satisfaction, positioning themselves as a benchmark for quality.
• Your role will report to the General Manager and will be required to deputize in their absence.

What We Need from You:

To succeed in the role of Operations Manager, a strong background in hotel operation is essential for this role and you will need the following qualities and skills:

• The ability to lead and optimise all hotel operations, including Food & Beverage, Conference & Banqueting, and Front Office to deliver exceptional guest experiences while maximising financial performance.
• Ensure guest satisfaction by delivering exceptional service and resolving guest issues promptly.
• Drive revenue growth, manage budgets, and control costs to achieve optimal financial results.
• Build, develop, and motivate a high-performing team, creating a culture of service excellence and employee engagement.
• A senior head of department looking to step up or an experienced operations manager is preferred.
• A good working knowledge of Opera PMS and Bison is desired.
• Candidates with a strong Front Office and Food & Beverage background are preferred.
• Maintain the highest standards of quality and cleanliness throughout the hotel.
• Set and manage a budget to achieve optimal returns.
• Analyse performance metrics.
• Adhere to IHG brand standards and local regulations.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact us.