Head of Hotels

The Head of Hotels is a pivotal leadership role responsible for overseeing all aspects of the accommodation operations within the Resort. Reporting to the Director of Operations, this position ensures seamless management of the accommodation team, focusing on guest satisfaction, team development, operational excellence, and adherence to brand and safety standards. The Head of Hotels leads and supports a dynamic team, driving strategic initiatives to enhance the guest experience and operational performance.

Job Responsibilities: 

Operational Leadership:

• Oversee the daily operations performed within the resort accommodation facilities, which include housekeeping, front office, leisure facilities and guest experience functions.
• Ensure the highest standards of maintenance, cleanliness, and presentation of accommodation facilities, aligning with brand expectations.
• Collaborate with cross-functional teams to address and resolve operational challenges, ensuring a seamless guest experience.
• Act as a key decision-maker during operational challenges, ensuring rapid resolution and maintaining guest satisfaction.

Team Leadership and Development:

• Lead, coach, and mentor the accommodation team, fostering a culture of accountability and excellence.
• Conduct regular coaching sessions, performance reviews, and development programs to support career growth for team members.
• Drive team engagement initiatives, cultivating an inclusive and motivated workplace environment.
• Collaborate with Hotels Managers and Controllers to identify and address skill gaps, ensuring teams are equipped to succeed.

Guest Experience:

• Proactively monitor and enhance guest satisfaction by addressing feedback and implementing service improvements.
• Oversee guest complaint resolution, ensuring timely and effective outcomes to maintain guest loyalty and brand reputation.
• Use guest satisfaction metrics and insights to develop action plans for continuous service enhancement.

Strategic Planning and Collaboration:

• Work with Planning and Business Support Team to develop and implement strategic initiatives to optimize accommodation operations and drive efficiency.
• Build strong relationships with other Resort departments, including Facilities, Food & Beverage, and Entertainment, to support integrated operations.
• Support planning and execution of operational readiness for peak seasons, events, and new openings.
• Contribute to broader Resort initiatives, providing insights and recommendations for improvement.

Health and Safety:

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
  
  

Experience and qualifications

• Proven leadership experience in managing large-scale accommodation or hospitality operations, including housekeeping, front office, and guest services.
• Strong background in team development, employee engagement, and fostering a positive workplace culture.
• Hands-on experience in delivering exceptional guest experiences and resolving guest complaints through service recovery processes.
• Familiarity with property management systems (e.g., Opera) and task management tools (e.g., ALICE).
• Degree or diploma in Hospitality Management, Business Administration, or a related field.
• Proficiency in using guest service technologies and basic office applications (e.g., Microsoft Office Suite).

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities