Operations Manager

Be Yourself – Be a Bold Team Player – Be Leonardo

Once you’re part of the team, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland!

Main Tasks

Drive and deliver exceptional guest care at all times

Manage your team effectively by maintaining great communication and sharing knowledge to aid your team members’ development

Ensure customer satisfaction by setting clear targets and expectations through the team

Personally monitor customer satisfaction by observing, reporting, communicating, networking, maintaining important accounts, and responding to customer complaints in a timely manner, etc.

Ensure hotel operation meets the company's set targets and vision, taking proactive measures where appropriate

Supervise recruitment and training of employees, and ER processes

Manage Health & Safety legislation and implications including HACCP and COSHH, with awareness of all emergency procedures

Build and maintain contact with appropriate official bodies concerned with industry and other business associations

Oversee procurement, working closely with central functions

Adhere to Company policies, procedures and relevant legislation at all times – including, but not limited to, Data Protection and Health and Safety regulations

Utilise all relevant systems correctly to complete tasks in a timely manner

Complete any other reasonable request made by a member of the senior management team

Person Specification

Develop a unique style focused on providing exceptional guest service and overall success for the hotel and wider business

Naturally confident leader with a friendly, lead-by-example work style; willing to inspire and grow operational teams

Confident working within brand guidelines to deliver consistent results

Positive approach to handling multiple challenging priorities and assignments

Genuine passion for engaging, nurturing and developing individuals

Decisive, innovative and driven

Patient and understanding

Measurable Performance Indicators

Demonstrating the Company vision, mission and values when interacting with colleagues and guests

Fulfilment of the job skills checklist

Aspire to exceed hotel revenue goals

Achieving agreed KPIs

Engagement, wellness, development and performance of the team

Customer satisfaction scores e.g. Booking.com

Regular review meetings with line manager

Departmental meetings and individual review meetings with the team

Ongoing Learning

GROWonline BELONG induction and development courses

Management induction

Monthly technical Academy for management

The People Programme

Passion 4 People programme

‘Come Join Us’ Guest Care training

Opportunity to apply for internal development programmes, such as:

o ‘My Ops’ Duty Management training

o ‘Fast Forward’ Management Development programme

o ‘Accelerate’ Development programme

o Level 4 Apprenticeships in Hospitality Management

INDLH

Some of the perks our Operations Manager could enjoy include:

Special rates on Leonardo Hotel rooms across the UK & Europe

Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops

Talent referral scheme

Thank You Week: from ice cream trucks to yoga classes and lots in between!

Wellbeing Calendar

Ongoing job-related training programmes with clear paths for progression

We’re committed to creating a workplace where every individual—regardless of background, identity, or lived experience—is welcomed, valued, and respected for who they are. Belonging means embracing our differences and ensuring everyone feels seen, heard, and empowered.

Why come join us as a Operations Manager?

We look after our colleagues just as well as we look after our guests. Our regular Learning Bites, “Come Join Us Guest Care” training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression you’ll be on track for a brilliant future in Hospitality!