TALENT OPPORTUNITIES

Senior Operations Manager (Accommodation Services)

Location:
Salary:
Reference:

Up to £47k

1029

Role Description



"Keep Calm – OUR Operations Manager is here!"



Our client is a leading Meeting and Events agency specializing in Premier Event planning.

They work with an outstanding portfolio of clients to make sure that every detail is considered when planning their event. They have a fantastic opportunity for a Senior Operations Manager join their rapidly expanding global team.


Our client offers an excellent salary and benefits package, training programmes, career development and a dynamic work culture!



Purpose


To effectively manage the operations and housing management within the allocated team, including line management.



Responsibilities

  • To manage and be accountable for all housing related projects within the company ensuring full understanding of the overall project and first-class delivery in a structured and timely manner, ensuring the client expectations are always met

  • Internal liaison with Operations Director/ Sales/ Delivery teams to have full understanding of the overall project and discuss the impact of the project both on the team and within the business.

  • Ensure that all project elements function effectively and offer a professional service to both internal and external clients

  • Maximise business opportunities from the assigned account(s) ensuring the delivery meets client expectations and is within the quality and operational framework

  • To present, sell and operate profitable programmes as part of pitch, new business and growth opportunities

  • Responsibility for the resource planning, motivation, engagement, management and development of direct reports to create and maintain a high performing team


Customer Satisfaction

  • Work with the Director, Business Development and other Sales & Client Services functions throughout the Group to provide pre-sales support and leadership on area of expertise, including presentations and documentation both internally and externally

  • Assist in the management of customer/third party relationships

  • Attend and present at client meetings as required

  • Ensure assigned Sales and Client Services personnel are made aware of any opportunities for new business by providing sales leads from your assigned client projects, as appropriate

  • Ensure a strong understanding of all M&E service offerings

  • Involve subject matter experts (SME) from other areas of the business as appropriate to support client meetings/projects

  • Have an excellent understanding of housing management as a service and be called upon as the Accommodation Services subject matter expert (SME)

  • Be helpful and co-operative to external and internal customers. Seek to meet/exceed their expectations

  • Act as Lead in the smooth delivery of onsite hotel services ensuring that the client expectations are met at all times (both in the UK and overseas)

  • Maintain professional, timely and effective day-to-day communication with client event stakeholder(s) – internal & external

  • To provide regular project reporting to the client on a daily basis and provide any additional/ad-hoc reporting as required providing recommendations when appropriate

  • Facilitate, co-ordinate and/or create high quality project documentation in line with company process and procedures, for allocated sold projects

  • Build, test and manage regular project reporting to the client on a daily basis and provide any additional/ad-hoc reporting as required

  • Display a professional attitude at all times both in the office and at client meetings and events

  • Manage client expectations according to project timelines

  • Communicate clearly with clients for issues which require escalation and be the point of escalation for client issues


Operational Excellence

  • Have a full understanding of client brief and of the objectives of the event to ensure solutions provided are appropriate

  • Have a full understanding of client brief and ensure the team create and implement Project Plans – including timelines, resource plans, quality plans, roles-and-responsibilities, contact reports and risk plans in line with company process and procedures, for allocated sold projects

  • Ensure the team create and implement Statements of Work (SoWs) for stand alone accommodation management services – including demonstration of clear understanding of Client’s requirements, accurately agree the specifics of deliverables, services to be provided, costs and resource parameters

  • Ensure the team create and implement a fully documented audit trail of Project Change Authorisations (PCAs) – both during the pre-event phase and on-site

  • Ensure the team research, recommend, negotiate and contract appropriate accommodation for each assigned project as per client brief or operational contractual agreements

  • For Delegate Management Services or Events Solutions projects contribute Hotel expertise to the creation and implementation of Statements of Work (SoWs) – including demonstration of clear understanding of Client’s requirements, accurately agree the specifics of accommodation deliverables, services to be provided, costs, hotel contract timelines/issues and resource parameters

  • Attend, lead and present at client meetings as required, ensure minutes are recorded and actions are assigned as output from these meetings

  • Ensure the team are trained to build, test and manage hotel management systems as per the client brief as required, working with Registration Teams and obtain client approval for all written delegate hotel communication and confirmations

  • Support the team to plan and prioritise tasks, anticipating problems and acting to minimize risks. Manage time effectively and assist others within the team to develop time management skills

  • Have an excellent understanding of housing management as a service. Have a full understanding of hotel management systems and technology used within the business

  • Ensure the teams provide regular accommodation reporting to the client daily and provide any additional/ad-hoc reporting as required

  • Ensure the team provide reports and consultation to assist with stock management to reduce client liability

  • Ensure the team manage release deadlines, calendarization and process around this to ensure that risk is mitigated and deadlines are met

  • Ensure the smooth delivery of onsite housing management services including preparation of on-site housing management systems and documents and support other internal project teams.

  • Where necessary undertake site inspections or client meetings and prepare a written report for distribution to both the client and internal stakeholders, as appropriate

  • Ensure the team are trained and able to administer hotel bookings by telephone, email or manual inputting from client supplied lists and assisting delegates with processing of bookings

  • Ensure the team are trained and resourced appropriately to fulfil management of multiple hotels and sub-blocks for groups such as exhibitors

  • Co-ordinate and oversee the activities of assigned delivery team members when involved with large programmes at all stages of the project delivery process. Ensure that deliverables fit within the overall project, client and business direction and ensure utilisation requirements are met.

  • Deputise for the Operations Director as required e.g., monthly project finance reviews, chairing team meetings etc.

  • Good understanding of client post event procedures, including delivery of post event reports

  • Ensure the team are managing multiple concurrent projects to a high standard

  • Ensure the team maintain accurate weekly timesheet recording through Maconomy on all projects and keep up to date all project time approvals

  • Communicate regularly with Operations Director/People and Culture on general and personnel issues

  • To assist and support resourcing requirements with Operations Managers/ Operations Directors

  • Ensure working knowledge, familiarisation and utilisation of in-house technologies and other technologies we may be required to deliver events on. Understand the limitations of these technologies, but also look to improve and enhance the offering in consultation with the development team

  • Assist the assigned Sales and/or Client Services owner in the development of strategic and tactical client solutions (as appropriate)

  • Assertively influence customers and colleagues for mutual benefit

  • Effectively manage internal relationships

  • Involve subject matter experts from other areas of the business as appropriate to support client meetings/projects

  • Co-ordinate and oversee the activities of assigned delivery team members when involved with large programmes at all stages of the project delivery process ensuring that deliverables fit within the overall project, client and business direction

  • Deputise for the Operations/Team Manager as required e.g., monthly project finance reviews, chairing team meetings etc.

  • Ensure utilisation requirements are met of self and assigned team members on all client projects


Learning & Growth

  • Ensure a working knowledge of client business and issues facing their industry sector

  • Assess resource requirements and ensure the delivery team has the appropriate blend of skills and experience to support the project requirements fully

  • Identify performance issues within the team and work with People and Culture Team on appropriate course of action

  • Review performance and training requirements on a formal basis through the Appraisal & Objective Setting Process for direct reports every year and ensure review meetings take place at least quarterly

  • Assisting in contractual issues, both creating new contracts and understanding information from existing contracts. Advising clients of any issues with existing contractual arrangements

  • Provide pre-sales support on clients where long-term relationships have developed – helping the sales process with presentation and documentation knowledge/information

  • Assist the assigned Sales or Client Services owner in the development of strategic and tactical client solutions (as appropriate)

  • Develop strong client relationships (as appropriate) escalating any issues as appropriate

  • Assist Operations Director with operational process inductions of new staff members and internal training needs as required

  • To support and coach new recruits, as requested

  • Prepare debrief documentation and evaluation information on the effectiveness of the finished project and the people concerned

  • Make a serious commitment to improve knowledge of product portfolio, operating procedures and personal development

  • Customer facing experience

  • 5 years’ experience working in similar delivery environment

  • Experience of working in hotel front office or reservations – ideally group reservations or convention housing

  • Experience in project management in a meetings and events environment

  • Demonstrate a high level of comfort and accuracy with figures and evaluate numerical data

  • Experience of MS Office/ Registration and or reservation systems

  • Excellent communication skills

  • Experience of presenting and pitching

  • Experience of managing a team


Key Attributes

  • Ability to work under pressure and tight deadlines

  • Ability to multitask and prioritise

  • Ability to make quick decisions and adapt to ever changing circumstances

  • Ability to manage a team across locations both remote and office based



This position would suit 


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