Do you thrive in a fast-paced environment where leadership, strategic thinking, and operational excellence are paramount? If so, this role as Head of Division could be the perfect opportunity for you!
We are seeking a driven and results-oriented leader to oversee all aspects of our Hospitality division. You will play a pivotal role in driving team performance, exceeding client expectations, and achieving our ambitious growth goals.
Key Responsibilities:
Team Leadership & Development:

• Provide strategic direction and leadership to a team of Account Managers, fostering a high-performing and results-oriented environment.
• Develop and implement training programs to enhance the skills and knowledge of account managers, ensuring they can effectively manage client relationships and deliver exceptional service.
• Coach and mentor individual account managers, providing ongoing performance feedback and support for career growth.
• Cultivate a culture of collaboration and teamwork within the Account Managers, promoting open communication and knowledge sharing.

Client Management & Service Delivery:

• Oversee the overall client portfolio assigned to the division, ensuring adherence to service level agreements (SLAs) and exceeding client expectations.
• Work collaboratively with Account Managers to develop and implement strategies for client retention and growth within the assigned portfolio.
• Manage and resolve client escalations, ensuring timely and effective communication and issue resolution.
• Monitor client satisfaction metrics and identify areas for improvement in service delivery.

Reporting & Collaboration:

• Compile and analyse operational data for the division, generating regular reports for the Operations Director and SLT.
• Collaborate with other departments, such as sales and finance, to ensure seamless integration and support for operational goals.
• Prepare for and lead the monthly Business Review Meeting (BRM) for the division.

Performance & Efficiency:

• Collaborate with the Operations Director to develop and implement operational strategies and best practices within the division.
• Track and analyse key performance indicators (KPIs) for operational, commercial & financial delivery within the division.
• Identify and implement cost-saving initiatives within the division to optimise resource allocation and profitability.
• Oversee staffing levels and skillsets within the division, ensuring teams are adequately resourced to meet client requirements and maintain efficient coverage.
• Monitor and manage account portfolio performance against budget targets, including revenue, margin, payroll, materials/equipment, and team costs.

Compliance & Risk Management:

• Maintain compliance with all relevant health and safety (H&S) regulations and industry standards within the division.
• Develop and implement risk management strategies to minimise workplace hazards and ensure safety for staff and clients.
• Oversee the implementation of H&S training programs for contract/account managers and cleaning staff within the division.
• Manage incident reporting procedures and implement corrective actions to prevent future occurrences.

The Ideal Candidate:

• Proven track record of success in a leadership role within a similar environment.
• Strong understanding of client relationship management principles and best practices.
• Excellent communication, interpersonal, and influencing skills.
• Ability to develop and implement strategic plans and initiatives.
• Data-driven and analytical with a strong understanding of KPIs.
• Proven ability to manage budgets and resources effectively.
• Commitment to health and safety regulations and practices.

What we offer:
We offer a competitive salary and benefits package, along with the opportunity to work in a dynamic and growing organization. If you are a highly motivated and results-oriented leader, we encourage you to apply!
BFM is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Job Types: Full-time, Permanent
Pay: £60,000.00-£65,000.00 per year
Additional pay:

• Bonus scheme
• Performance bonus

Benefits:

• Company events
• Company pension
• Free or subsidised travel

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Hospitality Leadership: 2 years (required)
• Cleaning Industry: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London
Reference ID: Head of Hotels