Central Services

Imperial London Hotels Limited; Greater London; On-site; GBP 45,000 - GBP 60,000; Full time

Job summary

A well-established hotel group is seeking a Cluster Operations Manager to oversee day-to-day operations across several hotels. In this role, you will be responsible for ensuring high standards of guest service and optimizing profitability. You'll lead a diverse team, maintain quality and cleanliness, and foster a culture of excellence. If you have a strong background in hospitality management and are passionate about delivering exceptional service, this opportunity is for you.

Benefits

28 days holiday, increasing with service

Access to training programs

Holiday Purchase Scheme

Discounted dry-cleaning

Interest-free Season Ticket Loan

50% friends and family hotel discount

50% discount across F&B outlets

Local discounts

Early Pay access

Shopping discounts

Salary sacrifice schemes

Mental health support

Qualifications

• Previous experience in a similar role within the hotel industry.
• Strong leadership skills to motivate and inspire a diverse team.
• Excellent communication and interpersonal skills.
• Strong financial acumen and ability to analyse data.

Responsibilities

• Ensure each department delivers a high standard of guest service.
• Achieve business objectives and maximise profitability.
• Plan and direct hotel operations, ensuring quality and cleanliness.
• Promote a culture of excellence in guest care.

Skills

Leadership skills

Communication skills

Financial acumen

Interpersonal skills

Job description

Overview

Imperial London Hotel Group based at Bedford & Morton Hotels

40 hours a week (5 Days out of 7 Days)

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises.The portfolio includes The Royal National Hotel which remains UK largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship Lifestyle Hotel in 2026.

We are currently recruiting for a Cluster Operations Manager at Bedford & Morton Hotels

We are seeking an experienced and dynamic Cluster Operations Manager to oversee the day-to-day operations of a few hotels within our group. As the Cluster Operations Manager, you will be responsible for ensuring that each department delivers a consistently high standard of guest service, achieving business objectives, and maximizing the profitability of all outlets. Your role will involve planning and directing the hotel's main operations, maintaining quality standards, cleanliness, and guest satisfaction. Additionally, you will promote a culture of excellence in guest care, collaborate with Heads of Departments (HODs) to ensure smooth operations, and deputize for the Hotel General Manager when necessary. Your dedication to put authentic London Experiences and memorable stays within everyone’s reach will be crucial to the success of the hotel.

If you are a results-driven and guest-centric professional with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Join our team and contribute to the success of our hotel by ensuring seamless operations, maximising profitability, and exceeding guest expectations.

Responsibilities

• Ensure that each department delivers a consistently high standard of guest service, exceeding guest expectations.
• Achieve business objectives and maximise the profitability of all outlets by implementing effective cost controls.
• Plan and direct the hotel's main operations, ensuring quality standards, cleanliness, and guest satisfaction.
• Promote a culture of excellence in guest care through warm welcomes and a desire to exceed expectations.
• Collaborate with all HODs to ensure the smooth running of day-to-day operations and maintain effective communication channels.
• Conduct regular operations meetings with HODs to discuss routine operational matters, departmental performance targets, and guest feedback.
• Deputize for the General Manager in their absence and represent the hotel at various meetings and events
• Address and resolve day-to-day queries, complaints, or problems that arise in the hotel, ensuring guest satisfaction.
• Promote a positive employee relations culture through effective communication, regular team meetings, and fostering a supportive work environment.
• Conduct regular inspections of all departments, assessing guest service delivery, cleanliness, presentation, employee grooming, and overall service standards.

Requirements

• Previous experience in a similar role within the hotel industry.
• Strong leadership skills with the ability to motivate and inspire a diverse team.
• Excellent communication and interpersonal skills to interact effectively with guests, employees, and stakeholders.
• Strong financial acumen and the ability to analyse data and make informed decisions to maximize profitability.
• In-depth knowledge of hotel operations, quality standards, and guest service delivery.

What’s In It for You

• 28 days holiday, rising to 33 with length of service (including bank holidays).
• Access to ILH Training Academy programmes, apprenticeships and supported study
• Holiday Purchase Scheme
• Complimentary uniform dry‑cleaning, plus discounted personal dry‑cleaning
• Interest‑free Season Ticket Loan
• Team member flat rate and 50% friends and family hotel discount
• 50% discount across ILH F&B outlets
• Local Bloomsbury discounts
• Early Pay access
• Shopping discounts with selected retailers
• Salary sacrifice schemes including nursery care, cycle to work, and technology
• Access to mental health first‑aiders, wellbeing support and the Employee Assistance Programme