Operations Manager

Join us as Operations Manager and be part of our Commercial Team overseeing exciting and busy Summer residential business of events and accommodation.

With access to circa 2,200 bedrooms in South Kensington and North Acton, over 100 conference/meeting venues in central London, and a premium summer school hosting 500 students annually, Commercial Operations generates valuable income for Imperial to supplement its core activities.

The department was heavily impacted by the pandemic with no on-campus commercial activity during 2020 or 2021.  The group successfully relaunched its operations in summer 2022.  We are now looking to refine and grow an innovative business strategy focused on achieving profitability at scale using our concept of “Summer Learning”.

The Operations Manager will have responsibility for the management of events and the summer accommodation Front of House services to ensure an efficient and effective service is delivered within budget. Ensuring the management of events in accordance with health / hygiene legislation and Departmental / College policies. Leading, developing and motivating the event operations and summer accommodation Front of House teams.

A flexible, motivated, positive and enthusiastic attitude when dealing with people is essential, as is the desire to deliver and achieve the highest standards in customer service. 

Duties and responsibilities

The Successful candidate will oversee summer accommodation Reception and Events services including catering, bars and audio-visual requirements and manage events to ensure consistent specified high standards.

They will be expected to make arrangements to fulfil specific Group requirements according to the Group Questionnaire and the Delegate Rooming List; attend weekly meetings with the Group Events and Accommodation Executives on updates of incoming groups, events and clients.

Always ensuring services are benchmarked against competitors, revenue is maximised at every opportunity, events are operated within budget and customer feedback is acted upon to improve service.

Daily management of event operations staff to include training and development, ensuring motivation is maintained to deliver a good level of customer service to all clients. 

Essential requirements

• Previous experience of managing in a high-volume Residential Events venue/Hotel
• Previous experience of managing in a high-volume Events environment including licensed bars
• A full understanding of the use of different equipment within the work area including audio- visual and the ability to operate such equipment
• An excellent understanding of all event services available
• A complete understanding of the importance of health and safety at work and associated regulations/legislative requirements
• Physically able to operate different equipment/machinery and lift objects of varying loads
• Excellent communications skills, both written and verbal, in order to present and deliver information in an appropriate manner
• Tact and diplomacy to deal with people in all circumstances in professional manner
• Ability to use own initiative in order to deal with problems which may hinder the delivery of an effective service
• Excellent organisational and time management skills, in order to deliver an efficient and effective service
• Ability to manage crisis situations, as and when they arise, in a professional manner
• A flexible approach to working, sufficient to be able to work a 5/7 days per week arrangement, work evenings and weekends, and able to work at any location/commercial business area, as reasonably requested
• A professional and customer focused approach

Further information

This post is full-time and fixed-term (January-September 2024). This position is based at Imperial’s London Campuses.

As this post is exempt from the Rehabilitation of Offenders Act 1974, a satisfactory Disclosure and Barring Service (DBS) check, at the appropriate level,will be required for the successful candidate.

Should you require any further details on the role please contact Kim Hawley – [email protected]

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