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About the Role

This is a hands-on, on-site role where you will be responsible for the day-to-day operations across partner hotels in London, ensuring that housekeeping, maintenance, and service standards exceed expectations. You will lead, coach, and develop site managers and frontline crews, manage costs and KPIs, build a talent pipeline, foster customer partnerships, and ensure compliance with all regulations and standards.

Responsibilities

Ensure operational excellence at the property level, meeting and exceeding client and guest expectations through daily quality audits.
Lead, coach, and develop site managers and frontline crews, fostering a team that takes pride in its work.
Track cost-per-room and labour cost ratios weekly and report monthly, spotting discrepancies before they become a problem.
Build and maintain a talent pipeline in London's job market and handle onboarding and training.
Build trust with customers through reliability and ensure all SLAs are met and exceeded.
Ensure compliance with UK employment law, health & safety regulations, and company standards.
Conduct quality audits, feedback sessions, and rota reviews seamlessly.

Requirements

Hands-on housekeeping experience in hotels, serviced apartments, or hospitality.
Several years of hands-on housekeeping experience.
Demonstrated success in decision-making within the housekeeping field.
Ability to lead from the floor, spending most of the week at properties.
Understanding of labour cost ratios and break-even points.
Ability to translate financial goals into day-to-day operations.
Empathy and clarity in leadership.
Resilience and calmness under pressure.
Ability to switch between diverse tasks seamlessly.
Proficiency in using digital rotas, live dashboards, and KPI tracking.
Business-fluent English (C1+).

Skills

Operational excellence
Team leadership
Coaching and development
Cost management
KPI tracking
Recruiting
Onboarding
Customer relationship management
Compliance management
Health & safety regulations
Business acumen
People management
Problem-solving
Adaptability
Tech-savviness
Digital operations

Location

London

Work Type

On-site
Full-time

Experience Level

Several years of experience

About the Company

Unicorn provides operational services (housekeeping, maintenance, guest operations) as a white-labelled service to hotel brands.
The company is founder-led, profitable, and focused on margins, quality, and efficiency.
Unicorn is growing fast across Europe, offering a clear path for career advancement into regional and leadership positions.