Hotel Operations Supervisor (Multi-Site) – Newcastle Region

Overview:

Hands-on and adaptable Hotel Operations Supervisor managing six mid-market/budget accommodation properties across Newcastle. Focused on delivering consistent, high-quality guest experiences while supporting on-site teams and ensuring smooth operational standards across all locations.

Key Responsibilities:

Oversee daily operations across 6 accommodation sites, ensuring consistency in service delivery, housekeeping, and maintenance.

Lead and mentor property-based teams to uphold guest satisfaction standards and brand expectations.

Act as primary escalation point for guest complaints—investigating, resolving issues, and implementing improvements to prevent recurrence.

Champion guest experience initiatives to drive positive reviews, repeat bookings, and community reputation.

Monitor and enforce health, safety, and compliance standards across all properties.

Train and support staff in service delivery, operational procedures, and customer interaction.

Conduct regular site visits to assess operational quality, staff engagement, and facility upkeep.

Collaborate with central support functions (e.g. reservations, maintenance, contract cleaning companies) to address property-level needs.

Support refurbishment, repair schedules, and ensure all guest-facing areas meet quality standards.

Help Cover across other properties for after hours calls sometimes

Key Skills:

Multi-site accommodation supervision

Guest complaint resolution

Service quality & experience

Operational coordination

Compliance & property standards

Hands-on, solution-focused management

Ideal Candidate Profile:

2+ years in hotel or accommodation operations, preferably in budget or mid-market sectors

Proven track record in handling guest complaints and improving service delivery

Strong leadership and communication abilities

Comfortable with site travel across Newcastle

Approachable, service-minded, and performance-driven

RMS Cloud experience preferred or similar property management system.