Assistant Operations Manager

Location: London, UK

Property Size: 152-bedroom hotel

Job Purpose

The Assistant Operations Manager plays a key leadership role in ensuring the smooth day-to-day running of the hotel. This position oversees core operational departments including Front of House, Housekeeping, Reception, and Food & Beverage, ensuring exceptional guest experience, operational efficiency, and team performance.

This role is designed as a succession pathway to General Manager, requiring a commercially aware, hands-on leader with strong operational expertise and the ability to step into a senior leadership position over time.

Key Responsibilities

Operational Management

• Support the overall daily operations of the hotel, ensuring all departments run efficiently and cohesively

• Act as the operational lead in the absence of the General Manager

• Maintain high standards across all areas of the hotel, ensuring consistency in service delivery

• Monitor operational KPIs and implement improvements where necessary

Front of House Oversight

• Lead all Front of House functions, ensuring a seamless guest journey from arrival to departure

• Ensure high levels of guest satisfaction and handle escalated complaints professionally

• Drive service excellence and maintain brand standards

Reception & Housekeeping Management

• Directly manage both Reception and Housekeeping teams

• Ensure effective communication and coordination between departments

• Oversee staffing levels, rota planning, and productivity

• Maintain high standards of cleanliness, presentation, and guest readiness

Food & Beverage Oversight

• Supervise F&B operations, ensuring service quality and efficiency

• Work closely with F&B team leaders to improve guest experience and revenue

• Monitor cost control, stock management, and profitability

• Support development of menus, service standards, and promotions

Team Leadership & Development

• Lead, coach, and develop departmental managers and team members

• Foster a positive, performance-driven culture

• Conduct regular performance reviews and training sessions

• Support recruitment, onboarding, and retention strategies

Commercial & Financial Responsibility

• Support budgeting, forecasting, and cost control across departments

• Identify revenue opportunities and drive upselling initiatives

• Ensure labour costs and departmental expenses are managed effectively

Compliance & Standards

• Ensure full compliance with health & safety, hygiene, and legal regulations

• Maintain audit readiness and uphold company policies and procedures

Candidate Profile

Essential Experience

• Proven experience in a hotel operations role (e.g., Operations Manager, Deputy Manager, or similar)

• Strong background in Front of House and Rooms Division

• Experience managing multi-department teams, including Housekeeping and Reception

• Exposure to Food & Beverage operations

Skills & Competencies

• Strong operational leadership and decision-making ability

• Excellent organisational and problem-solving skills

• High attention to detail and service standards

• Commercial awareness and financial understanding

• Ability to work under pressure in a fast-paced environment

• Strong interpersonal and communication skills

Personal Attributes

• Hands-on and proactive leadership style

• Guest-focused mindset with a passion for hospitality

• Ambitious, with a clear desire to progress to General Manager level

• Resilient, adaptable, and solution-oriented

Career Progression

This role is structured as a development pathway to General Manager, offering the opportunity to gain full operational exposure and leadership experience across all hotel departments.

Reporting Structure

• Reports to: General Manager

• Direct Reports:

  • Reception Manager / Front Office Team

  • Housekeeping Manager / Team

  • Food & Beverage Supervisors / Team

Key Performance Indicators (KPIs)

• Guest satisfaction scores and reviews

• Operational efficiency and service standards

• Departmental cost control and profitability

• Staff engagement and retention

• Revenue performance (rooms and F&B)