Operations Manager

We are seeking an enthusiastic and experienced Operations Manager to lead our hospitality team, with overall responsibility for an exceptional guest experience at Alladale Wilderness Reserve, including: 

• Owning the day-to-day operation of the main lodge and cottages, whilst being a role model for the team 
• Overseeing all hospitality operations including team scheduling, training, holiday coordination, and payroll 
• Recruiting, coaching and developing the team, establishing a highly motivated team who take ownership for the achievement of business objectives
• Maximising individual team members’ potential through a positive commitment to training, development, and retention 
• Empowering team members to create memorable experiences for our guests, through a culture of exceptional customer service always 
• Ensuring team members comply with operational and service standards, and that all properties meet health, safety and security laws and regulations 
• Managing first aid training and knowledge between the team, ensuring there is appropriate staffing when there are guests on site 
• With the Head Housekeeper, manage the stock and orders for laundry, cleaning etc. 
• With the Head Chef, develop growing plans for the greenhouses and kitchen planning for the year 
• With the Reserve Manager, plan out-of-season (and ad-hoc) repairs and maintenance 
• With the Communications Manager, assist with planning and implementing marketing campaigns and content creation to attract new guests 
• Keeping up to date with all booking details through AWR's Hotel Management System and booking calendar 
• Ensuring there is good communication between Sales & Reservations and the rest of the team, so that all guest expectations are managed and exceeded 
• In collaboration with the Communications Manager, organising and managing events on the property, such as weddings, special gatherings and retreats 
• Ensuring accommodations are ready, checked and signed off prior to guest arrival, and each guest receives a warm welcome
• Helping to resolve any issue guests might have during their stay 
• Be at hand, as required, for serving breakfasts, lunches or dinners 
• Processing of any additional charges on guest's departure
• Identifying strategic goals for AWR and communicating the importance of achieving those goals to the team 
• Managing the profitability of AWR, overseeing revenue targets and creating budgets 
• Staying on top of budgets for all expenditure including housekeeping, repairs and maintenance 

Experience and Skills 

Must have: 

Experience in the hospitality industry

Leadership skills with the ability to motivate and guide a team 

Excellent communication and interpersonal abilities 

Ability to thrive in a high-pressure setting and strong track record of effectively addressing and solving operational challenges 

Excellent attention to detail  

Prepared to work on shifts throughout the week and weekends

Must have the right to work in the UK

Nice to have: 

Estate management experience including managing holiday properties and / or hotels 

Degree or certification in Hospitality Management or related field is preferred

Benefits 

Competitive salary commensurate with experience 

Inclusive of on-site accommodation in a two-bedroom flat 

Pension 

No agencies please.