Job Description

Operations Manager (People & Operations Lead) - Serviced Apartments | Full-time, Permanent | Competitive Salary + Benefits

Lead people. Drive standards. Deliver excellence.

Urban Chic, one of London's most stylish and design-led serviced apartment providers, is seeking a proactive and hands-on

Operations Manager (People & Operations Lead)

to oversee our Housekeeping, Maintenance, and Linen Porter teams.

With over 114 apartments across Central London's most iconic neighbourhoods, Urban Chic offers guests a boutique stay defined by comfort, character, and seamless service. This leadership role is critical to ensuring our teams are motivated, safe, and delivering consistently high standards every day.

At Urban Chic, we're proud of our progress and ambitions. We're working hard to become an employer of choice - a place where people feel respected, supported, and proud of the contribution they make each day.

What you will receive:

Competitive Salary 28 days holiday, plus an extra paid day off for your birthday Vitality medical insurance, including gym discounts and wellness perks Employee Assistance Programme (EAP) via Health Assured Employee rates for family bookings Refer-a-friend bonus scheme (250) Annual employee recognition awards & long service awards Team social events throughout the year

Your responsibilities will include:

Leading, coaching, and developing teams across Housekeeping, Maintenance, and Linen. Conducting probation check-ins, monthly 1:1s, and performance reviews. Delivering team briefings and pep talks to embed standards and culture. Managing rotas, holiday requests, and cover for absences. Overseeing daily workforce planning in partnership with Reservations. Coordinating stock levels, orders, suppliers, and invoice processing. Maintaining compliance of tools, vehicles, and operational equipment. Delivering operational H&S inductions, toolbox talks, and refresher training. Monitoring safe practices (manual handling, PPE, COSHH, lone working). Reporting hazards, incidents, and near misses to the Property Manager/HR. Supporting audits and inspections, ensuring readiness across all apartments. Tracking KPIs (productivity, readiness, retention, turnover) and driving improvements. Developing and maintaining SOPs for operational processes.

We're looking for someone who has:

Proven 3+ years of leadership experience in hospitality, serviced apartments, or hotel operations. Strong people management skills. Experience in workforce planning, scheduling, and managing multi-site teams. Excellent organisational skills for stock, suppliers, and operational records. Solid understanding of day-to-day H&S practices in housekeeping and maintenance. Ability to communicate clearly, motivate teams, and resolve challenges under pressure. Analytical mindset with experience monitoring KPIs and delivering improvements. Excellent organizational and multitasking abilities. Knowledge of financial management principles and budget oversight. Ability to analyse data and make informed decisions.

Certifications:

IOSH Managing Safely

(essential).

First Aid at Work

(desirable).

ILM or CMI Leadership & Management (Level 3-5)

(desirable).

Fire Warden / Fire Safety Awareness

(desirable).

Working hours:

40 hours per week, across five days Shifts scheduled between Monday and Sunday (rotational) Hours vary between 09:00 to 18:00 Includes a 30-minute paid break
We believe in raising standards -- for our guests, our properties, and our team. If you're an experienced people leader with an eye for detail and a passion for operational excellence, we'd love to hear from you!

All applicants invited for an interview must provide proof of their right to work in the UK.

Job Types: Full-time, Permanent

Benefits:

Additional leave Company events Company pension Employee discount Health & wellbeing programme Private medical insurance Referral programme
Experience:

Operations management: 3 years (required) People Management: 3 years (required) Performance Management: 3 years (required)
Licence/Certification:

Driving Licence (preferred) IOSH Managing Safely (or higher)? (required) ILM/CMI Leadership & Management (Level 3-5) (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person