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Senior Operational Leader

3 weeks ago

Sydney, New South Wales, Australia beBeeOperations Full time $130,000 - $145,000
Senior Operational Leader Role

We are seeking a senior operational leader to deliver outstanding guest experience outcomes across Australia. This role leads a high-performing team of Operational Managers and Field Staff, ensuring service standards are consistently met and evolved in line with our global brand promise. You will be accountable for executing the global Guest Experience (GX) playbook within your region, driving measurable improvements in guest satisfaction, and ensuring service delivery remains cost-effective.


About The Role

This is a senior leadership position responsible for leading strategic and tactical initiatives to lift quality, streamline operations, and build a resilient, customer-focused GX culture. Key responsibilities include execution of the Global GX Playbook, team leadership and performance, country-level GX priorities and projects, quality control and continuous improvement, and key metrics and scorecard.


Key Responsibilities
  • Execution of Global GX Playbook:
    • 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
    • Ensure consistency in execution, while flexing for local market nuances
  • Team Leadership & Performance:
    • Directly lead and develop city-level Operations Managers
    • Drive 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
  • Country-Level GX Priorities & Projects:
    • Identify key guest experience opportunities at a national level
    • Lead cross-functional projects to uplift GX performance while maintaining efficiency
    • Work closely with Global Guest Relations team to maintain service and communication standards
    • Develop relationships with key partners to ensure alignment of Guest Experience with business objectives
  • Quality Control & Continuous Improvement:
    • Own the execution of the national quality control program
    • Analyse guest feedback to proactively address trends
    • Set and monitor cost benchmarks and quality KPIs in line with financial goals
  • Key Metrics & Scorecard:
    • Country NPS - Target 65+ NPS country-wide
    • Country COGS per Occupied Room Night - Maintain or reduce within established benchmarks
    • GX Team Cost per Unit Under Management - Align team size and structure to productivity targets
    • SOP Compliance / QC Pass Rate - Minimum 90% compliance via audit program
    • Team Engagement & Retention - Regular team eNPS tracking; reduce avoidable attrition

What We Look For

We are looking for a candidate with 6+ years' experience in hospitality, property, or service-based operations, with a strong track record leading multiple assets or locations. Proven experience in multi-site operations, ideally across cities or regions, is also essential. A natural coach and leader, capable of motivating frontline teams through change and growth, is required. Data-driven and operationally minded, able to balance guest delight with cost efficiency, is an added advantage. Clear communication skills and a proven ability to collaborate effectively across cross-functional teams are must-haves.


Diversity & Inclusion

We extend our invitation to candidates from Indigenous, neurodiverse, disabled, international, and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process.