Cluster operations manager

CLUSTER OPERATIONS MANAGER – LOCKE LONDON CITY & LOCKE LONDON ALDGATE

We're seeking a driven Cluster Operations Manager to support our hotel operations and deliver an exceptional guest experience.

Reporting into the Cluster General Manager, you will be responsible for the day‐to‐day running of the hotel, ensuring all departments operate smoothly and consistently meet the highest standards of service. Working closely with teams across Front Office, Housekeeping, Food & Beverage, and Maintenance, you will drive efficiency, performance, and guest satisfaction.

We're looking for a hands‐on leader who leads by example, inspires their team, and creates a positive, high‐performing culture.

THE STAGE IS SET

The stage is set for something different. We don't run conventional hotels; we build places with character and intent.

What began as a small UK aparthotel portfolio has grown into a European collection recognised for design and atmosphere - and we're now entering a new chapter. As we redefine the brand and evolve our identity, we're focused on creating spaces that feel compelling, contemporary, and truly distinctive. Locke leads with bold expression; Cove by Locke refines that same spirit into a quieter, more streamlined approach.

Guests come to rest, work, or escape. Comfort is a given - great beds, hot showers, genuine service. But we aim to create moments that feel memorable and a little unexpected, bringing back the sense of mood hospitality often lost.

This is our backdrop. We're on an exciting journey step on stage and play your part.

THE WORK IN YOUR HANDS

Operational Management:

• Manage and coordinate all hotel departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, and other operational departments.
• Ensure compliance with health, safety, and legal regulations.
• Monitor daily operations to maintain smooth functioning and resolve issues promptly.

Guest Experience:

• Maintain high standards of customer service and guest satisfaction.
• Handle guest complaints and feedback professionally, ensuring timely resolution.
• Implement initiatives to enhance guest loyalty and repeat business.

Financial & Revenue Management:

• Assist in budgeting, forecasting, and cost control measures.
• Monitor departmental expenses and implement strategies to maximise profitability.
• Assist Cluster/General Manager to optimise occupancy and ADR (Average Daily Rate).

Leadership & Development:

• Recruit, train, and mentor department heads and teams.
• Conduct performance reviews and implement development plans.
• Foster a positive work culture and ensure compliance with HR policies.

Quality & Brand Standards:

• Ensure all departments adhere to brand standards and operational SOPs.
• Conduct regular audits and inspections to maintain quality and consistency.
• Drive continuous improvement initiatives.

Strategic Planning:

• Contribute to long‐term operational strategies aligned with business goals.
• Identify opportunities for innovation and efficiency improvements.
• Support sustainability and corporate social responsibility initiatives.

General Operations & Team Support:

• Work flexibly across multiple areas depending on business needs.
• Support events, activations, and lifestyle programming.
• Ensure public areas remain clean, inviting, and on‐brand.
• Maintain a positive, supportive, and inclusive team environment.
• Follow all hotel policies, safety procedures, and brand standards.

THE FIRE YOU CARRY

• Passionate about hotel operations and delivering exceptional guest experiences
• Strong leadership and people management skills
• Excellent communication, coaching and problem‐solving abilities
• Exceptional financial acumen and understanding of hotel revenue streams
• Knowledge of PMS, POS and operational software
• Ability to work under pressure and adapt to changing priorities
• Energetic, adaptable, and comfortable working in a fast‐paced, guest‐focused environment

YOUR PROVEN TRACK

• Bachelor's degree in hospitality management or related field (preferred)
• Minimum 5 years of experience in hotel operations, with at least 2 years in a managerial role.
• Proven track record in managing multi‐department operations including F&B

WHAT WE LOOK FOR

We're here to rethink what a modern lifestyle hotel can be. That takes pace, creativity, and people who enjoy working with purpose.

If you're comfortable with change, motivated by ideas, and focused on crafting meaningful guest experiences, you'll do well here. We value individuals who can hold a vision, appreciate atmosphere, and want their work to have impact.

Skills can be taught. Mindset can't. There's no single template for success here - just the right approach and willingness to grow.