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10 months ago
Salary: Up to £43,000 per annum
Location: UK
Job type: Permanent
Sector: Management
Category: General Manager Jobs
The job in a nutshell

You will lead a team to drive exceptional customer experience and business results. You will support and motivate your hotel managers to deliver brand standards to support our vision to become the favorite hotel for value. You will drive a best in class mentality, keeping customer and people at the centre of all business decisions.

What you will be doing:


* Drive “Would You Recommend” (our customer satisfaction scores) by ensuring consistent high quality service delivery across the district

* Champion / role model customer service and the Travelodge customer journey, ensuring it is embedded across the District

* Monitor and analyse customer service standards across the District taking proactive actions where required

* Proactively review customer insight to draw conclusions and support appropriate actions

* Improve the quality and service perception of food and beverages throughout your hotels

* Manage any high risk customer feedback mitigating any risk to customer or brand perceptions


* Recruit and develop and strong team of Hotel Managers to deliver outstanding business results

* Recruit and on-board team members, giving candidates and new joiners a great experience and setting them up for success

* Drive a reduction in key hire vacancies making best use of HR support

* Coach and mentor your team, optimising performance and helping them to grow and develop to their full potential

* Drive people engagement and enablement throughout your District to maximise loyalty and performance contribution, with a focus on reducing labour turnover

* Ensure performance and development reviews take place within the hotels and that these are fed into the succession plan for your District

* Ensure communications land effectively and consistently across your District, utilising all internal communications channels to do so

* Celebrate and recognise success within your District so that people feel motivated to achieve

* Role model our values and behaviours, creating a positive, inclusive environment where information flow is two way and people feel respected and listened to


* Drive a proactive sales mentality, working closely with your revenue analyst to maximise opportunities

* Manage District payroll / salary costs, in addition to all other direct controllable costs

* Create a sales focused environment encouraging the team to achieve best in class Food & Beverage numbers

* Ensure hotels purchase goods in line with the company purchasing procedures

* Ensure hotels follow all company cash handling policies and procedures and they are carrying out accurate reconciliation

* Complete monthly business reviews to monitor financial performance in line with the hotel scorecard and action as appropriate, sharing with your Regional Director any risks and opportunities

* To constantly strive to work within a “value-driven”culture and lead by example to motivate hotels teams to adopt this approach

Operational Excellence

* Ensure consistent and high quality product delivery and ‘Brand standards` in all hotels across your district

* Monitor the standards within the hotel on each visit by completing a customer journey walk and feedback to the management and team

* Work with Maintenance and Facilities to minimise out booking by making sure that appropriate resources are deployed accordingly

* Liaise with the facilities function to ensure delivery of a good quality product at all times

* Ensure all hotels implement and maintain legislative requirements, company standards and procedures in a consistent manner

Compliance and Health & Safety

* Accountable for District compliance with Health and Safety making sure that we deliver on all legislative and legal requirements

* Through conducting quarterly business critical visits you will identify risk and follow up within business timelines remedying any shortfalls

* You will ensure that all team members receive monthly training as per the business Health and Safety calendar

* You will drive a culture of compliance in all things relating to health and food safety

What we’ll expect from you

To succeed in this role, you will be a strong team motivator and leader and be passionate about customer experience. You are likely to have managed teams across a multi-site environment in Retail, Hospitality or other Leisure industries. We are looking for someone with real passion and energy for delivering high standards to meet our brand aspirations. In addition, you will need to demonstrate:

* A genuine passion and enthusiasm for customer service with the ability to role model in this respect

* Have Strong leadership qualities and be able to inspire and motivate. Must balance driving for results with the ability to coach and mentor your Hotel Managers

* Must demonstrate high levels of energy, drive and resilience, with the ability to thrive in a fast paced, dynamic environment

* A highly effective communicator with the ability to engage with people at all levels

* Understand others and motivate different people

* Be able to recognize under performance and respond accordingly

* Have the ability to drive a best in class ethos whilst at the same time identify best practice and sharing accordingly

* Possess an uncompromising drive for standards and service whilst always exceeding customer expectations

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:

I care about people

* I treat everyone in a way I would like to be treated

* I am easy to work with

* I have a can do attitude

* I care about the impact my work has on others

I pay attention to detail

* I do the little things that make a difference to our customers

* I work to brand standards

* I treat Travelodge time, equipment and stock as if it were my own

I drive for results

* I hit targets in my role and work at the right pace

* I take ownership of problems and try to fix them fast

* I look for ways to avoid future problems

* I look for ways to promote travelodge

What you can expect from us


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. Every day is different here and you definitely see life! We want you to bring your personality to work and we love our diversity

Reward and recognition

You will earn a competitive salary and be entered in the hotel bonus scheme. You can also expect to enjoy generous room and food discounts as well as friends and family rates. We are committed to recognising a job well done and commitment to quality is rewarded.

Career and development

We have transparent career paths at Travelodge and you get to choose how far and how fast you want to go. You can expect a full induction and further training relevant to your role and skill requirement. We advertise all our vacancies internally and so you will have the opportunity to apply for a multitude of roles during your career at Travelodge.


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