OPERATIONS CONTROLLER
Responsible To:
Divisional Director
Key Relationships:
Divisional Director, Operations Consultants, Head Housekeepers, Employee Relataions Manager, Recruitment
Manager, Learning & Development Directors, Chief HR Officer
Company Values:
Our Company values Care, Innovation and Equality underpin the culture within the organisation and guide how
‘we do things’. These three core values are the essence of the company’s identity and they assist us with
decision making, creating a competitive advantage for us with our customers and our potential customers and
they help us with our employer brand and therefore to recruit and retain employees.
Overview:
To provide professional support to the Operations Team and maintain excellent communication between all
colleagues and with the portfolio of hotels. To act as the first point of contact within the team, portraying a
professional and confident manner at all times.
Key Responsibilities:
Administration and Communication
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To be the main focus of communication within the team to colleagues, hotels and the team based at the
hotel
Support the Divisional Directors, Quality Assurance Consultants with administration linked to their roles
as required
To keep up to date with the activities of their Divisional Director, Quality Assurance Consultants and their
current projects
To ensure that all HR administration, files, data and records are maintained accurately and are kept
current liaising with HR team as appropriate
To be central communication link between divisional team and recruitment team, to support and
promote the use of the online recruitment system
Use of the online recruitment system within the scope of the ‘Recruitment Ops Team’ role
To provide staff with support for requests such as letters, references, outstanding holidays etc.
To manage purchasing for the Operations team, developing relationship management with suppliers,
controlling spend and working closely with the Divisional Director and Finance and Office Manager to
manage costs and ensure they are within budget
To take minutes/notes of meetings as required and produce copies for all attendees
To produce correspondence, reports and confidential documents as required
To handle incoming and outgoing mail for the team
To comply with procedures and systems ensuring the maintenance of manual and electronic data are
kept in a tidy and professional manner
To be the focal point for the team stationery, equipment and IT requirements following relevant
procedures
Contribute positively to Operations Team meetings
Make travel and accommodation arrangements for team members and other employees ensuring best
value as required
Ensure the Office and Operations Team work area is kept clean and tidy at all times
Provide ad hoc support to the Learning & Development Manager
Take interest in and contribute to the development of the business, the team and oneself in a positive
manner
Act as receptionist as required
Operations Controller 2016
OPERATIONS CONTROLLER
People
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To act as the first point of contact for Operational queries within the division
Communicate with colleagues, visitors and callers to the business in a friendly, polite and professional
manner
Be the link for communication within the Operations team
Ensure the achievement of personal KPI’s and work make a positive contribution to support the
achievement of team KPI’s
Advise and support employees and customers with company information a timely basis
Provide guidance for colleagues and their teams as requested
Champion the company values of Care, Innovation & Equality within the office environment
Quality
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Know and understand the 4 Win system and support its inclusion in all team objectives and activities
Support and embrace the use of continuous improvement through the 4 Win process
Share best practice to/from other operational teams with your team
Maintain an awareness and knowledge of industry development and share this with fellow team
members
Clients
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Respond to customers/potential customers in a timely fashion and with a high level of customer service
Contribute to and participate in Hotelcare or customer corporate entertainment programmes as required
Attend meetings with clients on/off site as required
Participate in industry, customer or hotel based events as required
Finance
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Contribute positively to all budgeting, cost management and payroll management
Assist the HR/Finance teams with any external audit information required regarding employees e.g.;
HMRC / Home Office
Support the Divisional Director with reporting and dash boards
Operations Controller 2016
OPERATIONS CONTROLLER
Person specification:
Education / Qualifications
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Good standard of education, minimum GCSE level English & Maths
Evidence of continuous professional development
Experience
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At least three years of experience working in a similar role within a busy commercial environment
Experience of successfully working as part of a team
Experience of handling telephone queries in a professional manner and communicating effectively
Experience of handling a wide variety of issues, working under pressure and to tight deadlines
Experience of working in a customer service environment
Experience of researching data, information, people and organisations
Experience of producing high level reports, documents and presentations
Experience of working in a multi-site business such as hospitality, retail of facilities management
Experience of communicating / liaising between a wide range of people in a professional manner
Experience of working in a role where core values matter
Experience of producing communications verbal and written
Skills and knowledge
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Effective written, verbal and presentation skills
A high level of English Grammar and experience of producing professional written communications
Ability to build rapport quickly and build confidence in working relationships
Demonstrated Hotelcare behaviours of professionalism and people skills
Excellent personal effectiveness and time management skills
Ability to prioritise and multi-task
Ability to seek out, manage and influence opportunities for improvement and change
Ability to make sound decisions in fast-paced environment
High level IT skills including Microsoft office
Excellent telephone manner
Self-motivated, self-aware and demonstrates personal accountability
Personal Qualities
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Fun, friendly and outgoing
A ‘can-do’ attitude
Professional and approachable, demonstrating Care, Innovation and Equality
Tactful and diplomatic
Ability to work on own initiative or under pressure
Flexibility in approaching work situations and the ability to work weekends and evenings as the
business demands from time to time
Ability to work confidentially and with integrity
Results focussed
Ability to take instructions from a variety of people simultaneously
Attention to detail
Operations Controller 2016
OPERATIONS CONTROLLER
HOTELCARE MANAGEMENT COMPETENCIES
Creative Problem Solving
 Transforms creative ideas into practical reality - looks at existing situations and problems in novel
ways to reach creative and pragmatic solutions
 Questions conventional approaches
 Adopt a creative, solution-focussed approach
 Gather and interpret relevant information and advice
 Involve stakeholders to secure buy-in
Operational experience
 Awareness of the organisation as a whole and understanding the connections between individuals,
teams and departments
 Understand the context within which the organisation operates and articulate the effects of this on
the work of individuals, teams and departments
 Implements solutions and lean project management tools at the frontline – evaluates complex
processes, identifies solutions and implements change
 Having the necessary knowledge, skills and attributes (KSAs) to perform effectively, including:
o Communication skills
o Functional competence
o Legislative requirements
o Relevant technology
o Business acumen
Analysis
 Reasons logically and accurately with financial, numerical and statistical information
 Simplifies complex problems, processes or projects into component parts, to explore and evaluate
them systematically
Project management/planning
 Thinks ahead to establish an efficient and appropriate course of action for self and others
 Plans and prioritises activities, considering objectives, time scales, resources, applying 4 Win/ Lean
principles
 Results-driven focus
Leadership
 Leads parts of projects; engages project members in working towards project objectives
 Articulates long term strategic goals with enthusiasm and energy
 Displays coaching and feedback skills
 Promotes responsibility and empowers people to act independently
 Influences and negotiates with skill and diplomacy to achieve win: win outcomes
 Champions the Company vision and values
 Taking ownership of the consequences of actions within area of authority
Resilience
 Maintains performance and manages emotions in the face of pressure
 Demonstrates commitment, motivation and energy towards work
 Remains optimistic and persistent even under adversity.
 Quickly recovers from setbacks
Operations Controller 2016
OPERATIONS CONTROLLER
Influencing including negotiation and political skills
 Displays interpersonal and negotiating skills to resolve conflicting objectives and achieve satisfactory
outcomes
 Uses a range of influencing techniques to persuade people, achieving agreement or behaviour
change; able to influence senior management to support strategic initiatives
 Gains cooperation from others to obtain information and accomplish goals.
 Influences and negotiates with skill and diplomacy to achieve win: win outcomes
Flexibility
 Works effectively with a variety of individuals or groups; understands and appreciates different and
opposing perspectives on an issue
 Adapts approach as the requirements of a situation change; easily accepts changes in one's own
organisation or job requirements
Communication (written and verbal)
 Communicates clearly and concisely in all written or verbal communiques
 Writes structured, insight driven documents which require minimal editing/oversight
 Presents complex concepts in a coherent and accessible format to senior management
 Makes effective and timely decisions, even when data is limited or solutions produce unpleasant
consequences. Perceives the impact and implications of decisions.
Managing & Developing
 Develop capability (knowledge, skills and attributes)
 Sets clear expectations and articulates contribution to business objectives
 Provide ongoing motivation, support and feedback
 Identifies and resolves performance issues
 Being aware of the effects of your actions on others and adjusting to their needs and expectations
Management Style
Management at Hotelcare is about involvement and empowerment and allowing the specialist to make the
decision within their area of responsibility. It’s also about making small incremental changes on an ongoing
basis to improve the way in which things are done, such as quality, efficiency, service delivery or expenditure.
We use a model of Plan, Do, Check, Act which allows us to keep on track, review the decisions we’ve made and
learn from our mistakes. It is important that changes or improvements are sustainable. Therefore we will
always encourage people to challenge the way we do things, we will involve people in finding the solutions for
improvement and we will support people to develop within their roles.
Operations Controller 2016
OPERATIONS CONTROLLER
Summary
Operations Controller
The task “what is your job?”
I provide support and back up to colleagues to ensure all administrative elements of the Division are
completed in a timely and professional fashion.
Responsibilities
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Support the Divisional Director, Quality Assurance Consultant, HR Consultant, H&S Consultant,
Accountant and 4Win Consultant Accountant with administration linked to their roles as required.
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Keep up to date with the activities of team members and their current projects.
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Support and work closely with the HR Teams to ensure that all HR administration, files, data and
records are maintained accurately and are kept current. Liaise with hotels and recruitment team to
ensure a through flow of people as required.
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Manage purchasing for the Divisional team.
Overview – “what do you do at work?”
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Provide administrative support to the Division, ensuring high a level of communication across the
team and providing the link for all activities within the team.
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Support the HR Consultant with all HR administration for employees.
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Act as a co-ordinator of communication across and within the Division.
Depending on the team…
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Responsibility for all the purchasing within the Company
b) Responsibility for travel management
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Act as Company Car co-ordinator
d) Act as stationary co-ordinator
Operations Controller 2016