Multi-Site Hotel Manager
Location: Head Office & Hotel Sites (Hertfordshire/London-based)
Reporting To: Operations Director
Key Responsibilities
The Multi-Site Hotel Manager will be responsible for the effective and efficient management of multiple hotel sites, ensuring consistently high service delivery and operational standards. You will oversee front-of-house, guest services, facilities, compliance, and team development across locations, ensuring each hotel meets performance, financial, and customer satisfaction targets.
Core Duties:
- Build and maintain strong working relationships with senior department heads (e.g. Finance, HR, Compliance, Technology, Support Services).
- Lead day-to-day guest service delivery across all hotel sites – measured via response times, resolution times, and guest satisfaction ratings.
- Oversee facilities and asset management at each site – ensuring planned maintenance tasks, risk actions, and compliance requirements are completed on time.
- Develop and implement operational strategy with the Operations Director, embedding consistent SOPs across sites.
- Provide strong leadership for hotel managers and their teams – including training, mentorship, and performance management.
- Build and maintain strong guest and client relationships, acting as the senior escalation point for service delivery issues.
- Manage budgets in conjunction with the finance team – including forecasting, cost control, and financial reporting.
- Monitor business performance against key KPIs, identifying opportunities for continuous improvement.
Key Performance Indicators
Success in the role will be measured against:
- Talent management and staff development across sites.
- Guest satisfaction scores and feedback ratings.
- Completion of maintenance and compliance tasks (PPMs).
- Risk and remedial actions outstanding.
- Budgets and financial reports issued on time.
- Response and resolution times for guest issues.
- Delivery of consistent brand standards across sites.
Guest Service Delivery
As the Multi-Site Hotel Manager, you’ll act as a brand ambassador, ensuring all staff across locations deliver a consistently excellent guest experience.
- Ensure all guest communication (in person, phone, email) is polite, professional, and brand-aligned.
- Resolve escalated complaints and issues promptly, providing empathetic and effective solutions.
- Support and mentor your teams to ensure service excellence at all times.
Operational Service Delivery
- Support mobilisation and smooth handovers when opening or transitioning hotel sites.
- Take ownership of compliance and risk management routines across all hotels, ensuring full audit trails and reporting are maintained.
- Oversee planned preventative maintenance (PPM) schedules, ensuring assets are maintained and safety certifications are up to date.
- Work with procurement and local managers to ensure contracts are tendered effectively, achieving value for money.
People Management
- Lead, mentor, and develop hotel managers and their teams across multiple sites.
- Conduct regular 1-2-1s and performance reviews.
- Assess training and development requirements, ensuring staff meet agreed service standards.
- Drive a culture of accountability, collaboration, and continuous improvement.
Finance & Reporting
- Work closely with the finance team to oversee budgets, forecasting, and reporting for each site.
- Ensure all financial processes (purchase ledger, invoicing, reporting) are completed to the highest standard.
- Support year-end financial reviews and reporting packs.
