Operations Manager - Guest Relations

Operations Manager Guest Relations

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Location: St Michaels Resort, Falmouth, Cornwall
Reporting To: General Manager
Direct Reports: Executive Housekeeping Manager, Maintenance Manager, Self-Catering Owner Executive, Front of House Manager
Employment Type: Full-time
Salary: Up to £50,000 per annum + quarterly performance-related bonus
About St Michaels Resort
Based in one of the UKs most stunning coastal locations, St Michaels Resort is one of the South-Wests most iconic and dynamic hospitality destinations.
A leading 4-star resort in Cornwall, St Michaels combines contemporary style with a vibrant, welcoming atmosphere that embraces the local community. Overlooking the sandy Blue Flag Gylly beach and a spectacular stretch of coastline, the resort is also just a short walk from the creative and energetic town centre of Falmouth.
The Role
As Operations Manager, you will be a key member of the senior management team, working alongside the General Manager to oversee the day-to-day running of the resort.
You will be responsible for ensuring seamless operational delivery and consistently high standards across all core areas of the business. This is a hands-on leadership role with significant responsibility for driving performance, leading crew, and delivering exceptional guest experience.
Key Responsibilities
- Work alongside the General Manager to lead the day-to-day operation of the resort
- Provide strong leadership across core operational functions, ensuring alignment, accountability, and high performance
- Lead, develop and motivate departmental managers and their crew to consistently deliver high standards
- Ensure all rooms, self-catering accommodation, public areas, and resort facilities are consistently maintained and presented to a high standard at all times
- Drive operational efficiency and performance, ensuring smooth coordination across all areas of the business
- Take ownership of operational decision-making and resolve issues quickly and effectively
- Manage budgets, labour costs, and departmental performance, supporting overall commercial objectives
- Drive on-site revenue through effective upselling and cross-selling across all departments, maximising guest spend and overall resort performance
- Ensure the property is maintained to a high standard through effective maintenance planning and execution
- Maintain full compliance with health & safety, statutory requirements, and operational procedures
- Handle guest feedback and service recovery with professionalism and a solutions-focused approach
- Support recruitment, training, and development to build strong, high-performing crew
Requirements
- Proven success in a senior operations role within a 4 or 5 star hotel/resort
- Experience operating at senior management level within a hotel or resort environment
- Strong background in multi-department operational leadership, including food and beverage management
- Commercially astute, with experience managing budgets and driving performance
- A confident, hands-on leader with a visible presence and strong leadership style
- Highly organised with the ability to perform in a fast-paced, high-expectation environment
- Professional, polished, and guest-focused in approach
- Strong communication skills with the ability to influence and lead crew effectively
- Solutions-driven with a proactive and accountable mindset
What Success Looks Like
- Strong guest satisfaction and effective service recovery
- Smooth, well-coordinated daily operations across the resort
- Consistently high standards across all rooms, apartments, and public areas
- High-performing crew with clear leadership and accountability
- A commercially focused, efficient, and well-run operation
Why Join St Michaels Resort
- A senior management role within one of Cornwalls leading coastal resorts
- Work in one of the UKs most desirable locations
- Opportunity to make a real impact on operational performance and guest experience
- Work alongside the General Manager in a hands-on leadership role
- Competitive salary and bonus structure
- Development opportunities within a growing and dynamic business
This is an excellent opportunity to join a standout 4-star resort in one of the South Wests most picturesque locations, offering both scale and quality in equal measure. xwzovoh
We are looking for a proven operator who leads from the front, understands detail, and consistently delivers high standards across a dynamic resort environment.