Location: Holland Park, London Reports to: General Manager or Cluster General Manager Direct Reports: Front Office, Housekeeping and operational team members Contract: Full time Salary: £35k to £45k based on experience
About Safestay Holland Park
Safestay Holland Park is a London hostel located in Holland Park, welcoming guests from the UK and around the world. The Operations Manager will be responsible for ensuring the property operates safely, efficiently and consistently while delivering an excellent guest experience.
This is a hands on operational leadership role requiring someone who is comfortable working in a fast paced hostel environment with a diverse team and high guest turnover.
Role Purpose
The Operations Manager will take overall responsibility for the day to day operational performance of Safestay Holland Park. The role will ensure that:
Guests receive a safe, clean and positive experience, all operational departments are effectively managed, Health & Safety and statutory compliance standards are maintained, and housekeeping and cleanliness standards are consistently achieved.
Staffing levels and rotas meet operational requirements, maintenance issues are identified and resolved promptly, operational costs are effectively controlled, guest complaints are handled professionally and resolved quickly, company policies and procedures are consistently followed, and the hostel achieves its operational, financial and guest satisfaction targets.
Key Responsibilities
1. Operational Leadership
Lead the day to day operation of the hostel, ensure all departments work effectively together, maintain high operational standards across the property, conduct regular operational inspections and follow up on identified issues, and ensure the property is consistently ready for guest arrivals.
Develop and implement effective SOPs and operational procedures, act as the senior operational point of contact when the General Manager is unavailable, and promote a positive, professional and accountable working culture.
2. Guest Experience
Ensure guests receive a welcoming, safe and consistent experience, monitor guest feedback across Booking.com, Google, Hostelworld and other relevant platforms, and monitor cleanliness, facilities and service standards from the guest's perspective.
Take ownership of significant guest complaints and service recovery, identify recurring guest issues and implement corrective actions, and work with Front Office to improve check in, check out and the overall guest journey.
3. Housekeeping & Cleanliness
Work closely with the Housekeeping Manager or Supervisor to maintain required standards, monitor bedrooms, bathrooms, public areas and communal spaces, ensure cleaning schedules and checklists are completed, and monitor room turnaround and availability.
Review housekeeping productivity and staffing levels, ensure appropriate stock levels of linen, toiletries and cleaning materials, and work with suppliers to ensure consistent quality and cost control.
4. Health & Safety
Take operational responsibility for maintaining high Health & Safety standards, ensure all required statutory inspections and compliance checks are completed, follow up on findings from Health & Safety audits, and maintain appropriate records and documentation.
Ensure fire safety procedures and evacuation processes are understood and followed, conduct regular operational safety checks, report and investigate accidents and incidents appropriately, ensure staff receive appropriate Health & Safety training, and escalate significant risks immediately to the General Manager.
5. Maintenance & Facilities
Ensure maintenance issues are identified and resolved promptly, maintain an effective preventative maintenance programme, work closely with contractors and suppliers, monitor outstanding maintenance jobs, prioritise issues affecting guest safety, guest experience or room availability, maintain appropriate records of maintenance and statutory servicing, and work with the General Manager to control maintenance expenditure.
6. People Management
Lead, motivate and develop the operational team, prepare and manage effective staff rotas, ensure appropriate staffing levels based on occupancy and business requirements, manage attendance, performance and conduct in accordance with company policies, and manage staffing challenges professionally and proactively.
Support recruitment and onboarding, ensure new employees receive appropriate induction and training, identify training and development requirements, maintain clear communication with the team, and promote teamwork and accountability.
7. Financial & Cost Control
Support the General Manager in achieving operational budgets, monitor departmental expenditure, control housekeeping, cleaning, maintenance and operational consumable costs, monitor payroll and staffing costs, identify opportunities to reduce unnecessary expenditure without compromising guest experience or safety, ensure appropriate purchasing and stock control procedures are followed, and review supplier performance and escalate issues where necessary.
8. Revenue & Commercial Awareness
Although the Operations Manager will not own the revenue strategy, they must have strong commercial awareness. The role will:
Understand occupancy and booking patterns, communicate the operational implications of high and low occupancy to the revenue team, ensure room inventory is accurately communicated, minimise out of order inventory, identify opportunities for upselling and ancillary revenue, and work closely with Revenue, Reservations and Front Office teams.
9. Systems & Administration
Ensure operational systems are used correctly, maintain accurate operational records, ensure incident reports, maintenance records and compliance documentation are completed, support PMS and operational system implementation where required, monitor daily operational reports, and ensure appropriate handovers between shifts and departments.
10. Security & Risk Management
Maintain appropriate security procedures across the property, monitor access control and key and security systems, ensure incidents involving guests or staff are properly documented, work with relevant authorities or external agencies where required, ensure safeguarding and emergency procedures are followed, and identify potential operational risks and implement appropriate controls.
About You
We are looking for an experienced operational leader who is comfortable managing a busy, diverse and fast paced hostel or hotel environment.
Essential
Previous experience in hotel, hostel or accommodation operations, experience managing a team, and a strong understanding of housekeeping, Front Office and general hotel operations.
Good knowledge of Health & Safety and operational compliance, and experience managing staff rotas and operational resources.
Strong guest service skills, strong problem solving ability, good financial and cost control awareness, excellent communication skills, the ability to work under pressure and manage multiple priorities, and a hands on approach to operational management.
Desirable
Previous hostel experience, experience working in London, experience managing large or high volume accommodation operations, and experience with PMS systems and online guest review platforms.
A Health & Safety qualification or relevant operational compliance experience, and experience managing maintenance contractors and external suppliers.
Working Pattern
This is a hands on operational role and will require flexibility to work across weekdays, weekends, evenings and public holidays.
