Hospitality Operations Manager

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.

• Ensure asset care and continuity across events, including maintenance scheduling and defect reporting.

• The venue

• Manage all on-site operations for events, ensuring smooth delivery from enquiry to post-event follow-up.

• Collaborate with suppliers and internal teams to ensure alignment with client expectations and brand standards.

Qualifications

• Proven experience in hospitality operations or events management.
• Strong leadership and people-management skills with a customer-centric mindset.
• Excellent communication, organisational and problem-solving abilities.
• Ability to manage multiple events simultaneously and work under pressure.

Benefits

• Competitive salary
• Opportunities for career progression within a growing brand
• Dynamic work environment focused on premium guest experiences