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Operations Executive
2 weeks ago
A challenging and rewarding opportunity for an experienced operations leader to join a fast-growing business in the corporate accommodation space.
The Senior Operations Leader is responsible for delivering outstanding guest experience outcomes. This role leads a high-performing team of Operational Managers, ensuring service standards are consistently met and evolved in line with our global brand promise.
- Main Responsibilities:
- Execute the Global Guest Experience Playbook within your region, driving measurable improvements in guest satisfaction (NPS), and ensuring service delivery remains cost-effective.
- Localise and implement the Global GX strategy and SOPs across cities/regions.
- Collaborate with the Global GX function to analyse feedback and action continuous improvement initiatives.
- Formulate and adapt region-specific GX strategies that reflect the broader global framework while addressing market nuances, resource models, and local service standards.
- Directly lead and develop city-level Operations Managers, driving recruitment, onboarding and performance management in line with Urban Rest's standards.
- Establish a high-performance culture with clear metrics, regular coaching, and team development plans.
- Plan resourcing based on forecasted growth and property volume.
- Identify and deliver efforts to improve team efficiency, managing team cost as a function of units under management and occupied room nights.
- Necessary Skills and Qualifications:
- 6+ years' experience in hospitality, property, or service-based operations, with a strong track record leading multiple assets or locations.
- Proven experience leading regional or multi-city teams in a guest-facing environment.
- Strong understanding of cost control, service design, and customer satisfaction metrics.
- Natural coach and leader, capable of motivating frontline teams through change and growth.
- Data-driven and operationally minded – able to balance guest delight with cost efficiency.
- Clear communicator with strong written skills and a proven ability to collaborate effectively across cross-functional teams.