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Job Summary
Duties:Provide on-site operational support to Resident Managers, HODs, and lodge teams.
Support lodges during peak periods, staff shortages, property openings, and special events.
Assist with the implementation of new operational initiatives and projects.
Drive a culture of continuous improvement and accountability.
Observe guest interactions and service delivery standards.
Ensure service standards align with company expectations and luxury hospitality principles.
Assist teams in enhancing guest experiences and exceeding guest expectations.
Coach, mentor, and develop lodge teams across all departments.
Monitor food and beverage service standards.
Assess housekeeping standards, room readiness, and presentation.
Identify maintenance issues and ensure they are reported and followed up.
Monitor preventative maintenance standards and lodge upkeep.
Ensure facilities remain aligned with brand and guest expectations.
Monitor adherence to health, safety, hygiene, and company policies.
Submit detailed audit reports and lodge assessments following each site visit.
Provide constructive and actionable feedback to management teams.
Track progress against operational action plans.
Maintain regular communication with the Assistant Operations Manager regarding lodge performance, challenges, and opportunities.
Requirements:
Minimum 5 years' experience in hospitality operations management.
Multi-department hospitality experience preferred.
Strong understanding of luxury lodge, hotel, or resort operations.
Excellent leadership, coaching, and communication skills.
Strong attention to detail and problem-solving abilities.
Ability to work independently and take initiative.
Proficient in Microsoft Office and operational reporting.
Valid driver's licence.
Own reliable vehicle essential.
Willingness to travel extensively and stay on-site at lodges for extended periods.
Passionate about hospitality and service excellence.
Highly organised and self-motivated.
Professional, approachable, and solutions-focused.
Adaptable and comfortable working in diverse environments.
Strong eye for detail and commitment to maintaining high standards.
Craven Cottage CC
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