About the Role
Are you a passionate hospitality leader who thrives on delivering exceptional guest experiences while driving operational excellence? We’re looking for a Senior Hotel Operations Manager to join our Accommodation team at Alton Towers Resort — home to the UK’s most iconic theme park and unforgettable short breaks!
In this pivotal role, you’ll oversee the day-to-day operations of our on-site hotels and Waterpark, leading teams across Leisure Operations, Front Office, Housekeeping, Nights, and Guest Relations. You’ll play a key part in shaping the guest experience, empowering your managers, and ensuring every stay at Alton Towers Resort is truly magical.
Reporting to the Head of Accommodation Operations, you’ll champion high performance, compliance, and guest-first service, while supporting the delivery of strategic initiatives that drive engagement, quality, and efficiency.
What You’ll Be Doing
Operational Excellence
- Lead daily operations across all accommodation and Waterpark functions, ensuring brand, health & safety, and service standards are consistently achieved.
- Drive performance through KPIs and guest satisfaction metrics.
- Support the implementation of resort-wide strategies to enhance the guest journey.
- Identify opportunities to improve operational processes and efficiency.
- Act as a key decision-maker during operational challenges and support escalation to senior leadership when needed.
Team Leadership & Development
- Lead and inspire the Accommodation and Waterpark Management team to deliver exceptional service and a culture of accountability.
- Promote continuous development through coaching, mentoring, and engagement initiatives.
- Collaborate with senior leadership and global functions to identify and close skills gaps, enhance retention, and strengthen team capability.
Guest Experience
- Champion a guest-first culture, ensuring every colleague plays a role in exceeding expectations.
- Support your teams in managing service recovery, complaint resolution, and proactive guest engagement.
- Use guest feedback, reviews, and satisfaction data to implement improvement plans.
Collaboration & Communication
- Act as the key link between senior leadership and operational teams, ensuring clear, consistent communication.
- Work closely with other resort departments such as Facilities, Entertainment, and Food & Beverage to deliver a seamless guest experience.
- Represent the Accommodation function in cross-departmental planning and business meetings