Director of Operations

The Hoxton Poblenou in the city of Barcelona is our 11th Hoxton. The hotel boasts 240 bedrooms of different sizes, a large restaurant Four Corners with The Slice shop and La Bodega, a rooftop pool and our taqueria Tope, a bright and airy lobby, a multi-functional basement events space and The Apartment (our unique meetings & events concept). 

What you'll do…

• To take overall responsibility for the day-to-day operation of the hotel, ensuring all operational departments deliver exceptional guest experience and commercial performance.
• To lead and inspire the Front Office, Housekeeping, Maintenance and Food & Beverage teams, ensuring operational excellence, strong collaboration and that guest expectations are consistently exceeded.
• To ensure that all hotel standard operating procedures, brand standards and service rituals are trained, embedded and consistently adhered to across all operational departments.
• To oversee the operational P&Ls, contributing to the annual budgeting and forecasting process, monitoring performance and ensuring departmental costs are effectively controlled.
• To own the hotel's operational quality performance, driving continuous improvement across guest satisfaction, brand audits, service standards and qualitative metrics.
• To take ownership of guest recovery and operational problem solving, ensuring issues are resolved efficiently and guest satisfaction remains at the highest possible level.
• To proactively identify opportunities to improve operational efficiency, productivity and service delivery across all departments, implementing sustainable improvements and best practices.
• To work closely with the General Manager and Heads of Department to deliver the hotel's commercial objectives, balancing exceptional guest experiences with strong financial performance.
• To be responsible for the accurate completion of all people-related processes within operational departments, including recruitment, onboarding, payroll, performance management, disciplinary, grievance and appraisal documentation.
• To coach, develop and inspire Heads of Department and their teams, creating a high-performing, engaged and inclusive culture in line with The Hoxton values.
• To set ambitious yet achievable objectives for operational leaders, monitoring progress through regular performance reviews, coaching and feedback.
• To lead and deliver operational projects, ensuring successful implementation of new initiatives, systems, brand standards and business improvements.
• To proactively manage the implementation of operational policies, procedures and change programmes, ensuring consistency and engagement across all teams.
• To build and maintain strong relationships with guests, suppliers, contractors and key stakeholders, ensuring service excellence and operational efficiency.
• To ensure full compliance with all health, safety, fire, food safety, licensing and statutory requirements, maintaining a safe environment for guests and team members.
• To act as a key member of the hotel crisis management and fire response teams, ensuring full understanding and effective execution of all emergency procedures.
• To champion a culture of innovation, collaboration and continuous improvement, encouraging teams to challenge existing practices and deliver memorable guest experiences.
• To deputise for the General Manager when required, ensuring seamless leadership and operational continuity across the hotel.

Qualifications

• Individuals. You’re looking for a place where you can be you; no clones in suits here.
• Passion for hospitality – whether that’s a drink, a meal, an event or a bed for the night.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• You’re not precious. We leave our egos at the door and help get things done.
• You’re up for doing things differently and trying (almost) everything once.
• If we got stuck in a lift together, we’d have a good time and share a few laughs.
• You want to be part of a team that works hard, supports each other, and has fun along the way.
• You are an experienced, commercially savvy operator and have prior experience in a similar role.
• You are comfortable with the strategic as well as day to day detail.
• You have a high level of verbal and written communication skills, and computer skills.
• You have experience of Micros Fidelio Opera, and KnowCross.

• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self.

Additional Information

• Sus datos serán tratados por The Hoxton, Poblenou (Middlebury Invest, S.L.) para posibilitar su participación en nuestro proceso de selección. Puede solicitar información adicional acerca del referido tratamiento o sobre el ejercicio de sus derechos, entre otros, de acceso, rectificación, supresión, oposición o portabilidad dirigiéndose a: The Hoxton, Poblenou, Avda. Diagonal, 205. 08018 Barcelona o a data@ennismore.com.