Wilde is a thriving and rapidly expanding Aparthotel operator, making waves across the heart of European cities like London, Berlin, Edinburgh, Cambridge, and soon to be Amsterdam, Lisbon, Porto, Vienna and many more.

At Wilde, we're not just another Aparthotel brand, we're a diverse and inclusive team that encourages you to bring your unique self to work. If you're as passionate about making guests smile as we are, and if you have a warm, human touch, and a passion for hospitality, we'd love to hear from you.

We are currently looking for a Brand Operations Manager to join the team. This role will be responsible for assisting in the implementation and coordination of operations to ensure that key quality standards that meet the company’s mission and brand values are met in both pre-opening and operating properties.

They will support teams to ensure that our guests have a consistent brand experience. This position champions quality and builds support for change.

Benefits:

• Generous holiday allowance- 25 days + bank holidays
• Annual Bonus, based on your contribution and impact
• Discounted rates starting at £/€25 for overnight stays for you
• Friends and family discount of up to 35% off
• Refer and earn scheme if you successfully refer a friend to work with us
• Education Support to help you foster new skills, build confidence and flourish
• Volunteer days: 2 paid volunteer days per year to support causes in your local community
• EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)
• Paid Maternity, Surrogacy, Adoptive & Paternity leave

• Option to participate in the Cycle to work scheme

What you'll do...

• Review our guest experience metrics on a daily, weekly and monthly basis to identify trends, analyse results and collaborate with our operations teams on action plans.
• Share insights from our guest experience metrics with the senior leadership team:
• Identify best in class guest experience performance and highlight opportunities to roll these out in other properties across the group.
• Identify areas of opportunity to improve the guest experience and support the operations teams to act quickly to resolve any issues.
• Partner with our Brand Operations Manager for our Staycity brand to generate and analyse data to inform our Operations leaders.
• Support operations teams pre, during, and post opening to ensure all brand standards are implemented and upheld in the operation- delivered by exceptional in person training, brand manuals/ brand bibles.
• Support operations teams on adopting new and existing brand standards through operational support and training.
• Assist with implementation of company best practices in new and existing hotels.
• Facilitate process improvement plans, ensuring that improvement is achievable and measurable.
• Ensure our third-party brand audit team are up to date with all brand standards, liaise with them to ensure action plans are in place post audit and ensure each visit is impactful for our operational teams.
• Support pre-opening operations teams with operations training plans, with an emphasis on collaborating with the People Team throughout induction to introduce new team members to the brand.
• Support pre-opening operations teams by providing them with necessary standards and policies required to implement brand standards into the hotel.
• Support operations teams post opening to ensure feedback and post-opening direction for improvement is documented.
• Stay visible and communicate with operations teams on a regular basis to obtain feedback on evolution of brand standards, quality of product, service levels and overall satisfaction.
• Lead on the evolution of the Wilde product as the brand develops, in line with our brand values of sophisticated, witty and artistic- guiding our leaders through change and ensuring you stay up to date with industry developments.

What we're looking for...

• 5+ years’ experience in operations in a lifestyle hospitality brand (international experience is a bonus!).
• · Experience in working collaboratively to ensure targets are consistently met and exceeded.
• · Pre-openings experience- being part of a taskforce to mobilise teams ahead of opening, and working on critical paths to execute delivery pre, during and post opening.
• · Someone with strong interpersonal skills, who can consistently develop positive and collaborative relationships with a variety of stakeholders.
• · Someone who thrives in a creative and entrepreneurial environment.
• · Someone who has obsessive attention to detail.
• · Fluency in English language (again, additional languages are a bonus).
• · Data driven- we’re on the hunt for someone who is comfortable with crunching numbers, analysing reports and extrapolating trends to inform our strategy, and delivery of an exceptional guest experience.
• · Someone who is insatiably curious- you’re on the lookout for how we can disrupt the market, make waves and deliver something extraordinary for our guests.
• · An ability to support change and bring teams along on a journey, mentoring, coaching and giving feedback with kindness and respect.
• · A out-of-the-box thinker, who makes brave choices and inspires others to do the same.
• Ideally the successful candidate for this role will be based in London