Job Title: Director of Operations

Place of Work: Crowne Plaza Newcastle – Stephenson Quarter

Who We Are:

At Crowne Plaza Newcastle - Stephenson Quarter, we pride ourselves on offering a blend of modern luxury, exceptional service, and a unique location at the heart of Newcastle. With views of the River Tyne and the iconic Quayside, our hotel is the perfect destination for both business and leisure guests. Our team is at the heart of everything we do, from creating memorable guest experiences to creating a culture of collaboration and growth. We believe in supporting our people and providing opportunities to develop.

Job Summary:

As Director of Operations, you will own the full operational delivery of the hotel, ensuring exceptional guest experiences, high-performing teams, and commercial results. This elevated role combines strategic planning with day-to-day leadership, requiring close collaboration with the General Manager. You will lead all operational departments, embed governance, uphold brand standards, and represent the hotel’s values in both internal culture and external reputation.

Key Responsibilities:

Strategic Leadership & Governance

Hotel-Level Accountability:

• Provide regular updates on operational KPIs, guest satisfaction, colleague engagement, and risk mitigation.
• Contribute to strategic planning, capital investment decisions, and long-term business growth.
• Ensure operational delivery aligns with ownership priorities, brand standards, and customer expectations.

Governance & Compliance:

• Own the implementation and ongoing maintenance of SOPs, statutory regulations, internal controls, and brand audit standards.
• Lead and present findings from operational audits, compliance checks ( SHIELD, FLS) and reports.
• Serve as Crisis Management lead and compliance centre owner.

Financial & Commercial Oversight

P&L Accountability:

• Take full ownership of departmental budgets, ensuring cost efficiency, productivity, and value creation across all operational areas (F&B, Rooms, Spa & Leisure, Events).
• Review and challenge weekly trading results; forecast performance and submit insights to GM and Finance.

Revenue Contribution:

• Collaborate with Commercial and Finance teams to support occupancy, ADR, and RevPAR targets through operational excellence.
• Drive ancillary revenue through effective space utilisation, upselling, and guest experience enhancements.
• Lead cost-saving initiatives including shopping basket reviews, PO sign-offs, and contract evaluations.

Team Leadership & Culture

Departmental Oversight:

• Lead and inspire cross-functional teams: F&B, Housekeeping, Front Office, Maintenance, and Guest Services.
• Set performance expectations, develop SOPs, and cultivate a high-performing service culture aligned with strategic goals.

Talent Development & Retention:

• Own the recruitment, development, and succession planning of department heads.
• Chair people strategy and engagement meetings; lead associate engagement survey actions.
• Conduct annual reviews, coach managers, and lead on disciplinary procedures in partnership with HR.

Training & Capability Building:

• Design and implement structured training programmes tailored to team and business needs.
• Ensure the team is skilled, compliant, and guest-centric through ongoing coaching and development.
• Encourage a proactive service mindset, accountability, and collaboration across departments.

Guest Experience & Service Excellence

Experience Ownership:

• Be visibly present across the hotel, engaging with guests and team members to reinforce service culture.
• Lead service recovery, monitor guest feedback ( surveys, online reviews), and embed continuous improvement.
• Set and maintain brand standards across all guest touchpoints; ensure consistency, warmth, and professionalism.

Reputation & Local Relevance:

• Embed local culture and identity ( Newcastle relevance) into guest experiences, events, and service touchpoints.
• Foster partnerships with local suppliers, businesses, and community stakeholders to elevate brand presence.

System & Operational Infrastructure

Technology Oversight:

• Manage operational platforms such as PMS ( OPERA), POS, housekeeping and maintenance systems.
• Ensure integration, data integrity, and accurate operational reporting across departments.

Health, Safety & Statutory Compliance:

• Maintain readiness for all external inspections, audits, and certifications ( Food Safety, Fire Life Safety).
• Chair FLS and H&S meetings; lead safety training and emergency preparedness.
• Ensure all incidents, near-misses, and compliance breaches are logged and reviewed in a timely manner.

Essential Criteria:

Background

• Minimum 3 years' experience in a senior operational leadership role within a hotel or venue.
• Strong F&B and Events background with well-rounded operational exposure.
• Proven track record of driving results through strategic planning and hands-on execution.

Leadership & Strategic Capability

• Hotel-level communication and commercial acumen.
• Strong people management and cross-functional leadership skills.
• Ability to challenge and develop high-performing teams while maintaining service quality.

Guest Experience & Brand Focus

• Service recovery expertise and a guest-centric mindset.
• Strong understanding of guest journey mapping and quality assurance.
• Knowledge of branded hotel operations and expectations.

Compliance & Risk Management

• Detailed understanding of operational compliance: H&S, FLS, food hygiene, statutory obligations.
• Demonstrated experience in risk mitigation, audit preparation, and system governance.

Desirable Criteria:

• Personal Licence Holder
• Valid UK Driving Licence
• OPERA PMS experience
• Exposure to both independent and branded environments

Benefits & Perks:

• Free on-site staff car parking is available for all team members.
• Staff meals are provided during your shift.
• Enjoy exclusive hotel discounts across our portfolio, including up to 50% off food and beverage and reduced rates on spa treatments.
• Through Wagestream, you can access up to 40% of your earned pay in real time and set up automatic savings to support your financial goals.
• Access salary sacrifice schemes and professional financial advice through the Mintago platform.
• Our 24/7 Employee Assistance Programme offers confidential support with mental health, finances, and personal challenges.
• We offer career and lifestyle breaks, allowing time off for key life events or personal development.
• Take up to two paid volunteer days each year to support a charity or cause that matters to you.
• You’ll receive 25 days of annual leave plus 8 bank holidays to help you recharge and enjoy work-life balance.
• Private healthcare cover is included to support your physical well-being.
• Death in service cover provides financial peace of mind for you and your loved ones.

Ready to take the next step in your career? Apply today and join our team!