YourHost is a benchmark for quality in everything we do. We believe in well-designed spaces that offer excellent value for money without compromising on the highest standards of customer service. Your Host Ltd is actively seeking an experienced Head of Operations to lead day-to-day hospitality operations across our growing portfolio. This role is ideal for a star hospitality operator looking to maintain and enhance the YourHost brand standards.
Key Responsibilities
- Lead daily operations across front office, reservations, housekeeping, maintenance, and guest relations, ensuring consistency with the Your Host brand and service standards.
- Manage and improve core Key Performance Indicators (KPIs):
- Guest Satisfaction (GSS ≥ 90%)
- Net Promoter Score (NPS ≥ 50)
- Complaint Resolution Time (< 2 hours)
- Occupancy (≥ 85%)
- Room Turnover Time (< 45 minutes)
- Own operational budgets and cost control, tracking net operating profit, Cost Per Occupied Room (CPOR), and revenue generated from upselling/cross-selling initiatives.
- Design and improve processes, ensuring compliance with safety, health, and hospitality regulations across all properties.
- Build, coach, and hold accountable a high-performing operations team with clear KPIs, structured training, and a performance-driven culture.
Qualifications and Experience
- BA/BSc/HND qualification required.
- Hospitality operator with at least 5 years' experience in hotel, serviced apartment, or short-term rental operations, demonstrating a strong rooms division background.
- Commercially minded, comfortable working with budgets, forecasts, and Profit & Loss (P&L) statements, and capable of using data to drive decisions.
- Tech-savvy and curious; familiar with Property Management Systems (PMS)/hotel technology and open to adopting new tools that enhance efficiency and guest experience.
- A hands-on leader who can address detailed issues (zoom in to solve a guest issue) and think strategically (zoom out to design preventative processes).
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