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About the Role
We are seeking an Operations Manager to oversee day-to-day operations at our partner hotels in Berlin, ensuring housekeeping, maintenance, and service standards exceed expectations. You will lead, coach, and develop site managers and frontline crews, manage costs and KPIs, recruit and onboard talent, and build strong customer partnerships.
Responsibilities
- Oversee day-to-day operations at partner hotels in Berlin.
- Ensure housekeeping, maintenance, and service standards meet and exceed expectations through daily quality audits.
- Lead, coach, and develop site managers and frontline crews.
- Track cost-per-room and labor cost ratios weekly and provide monthly reports.
- Build and maintain a talent pipeline in Berlin's job market.
- Handle onboarding and training in collaboration with Human Resources.
- Build trust through reliability and ensure SLAs are met and exceeded.
- Ensure compliance with local labor laws, occupational safety regulations, and Unicorn's framework agreements.
Requirements
- Proven experience in the hotel, serviced apartment, or hospitality industry.
- Several years of experience in housekeeping.
- Demonstrated success in decision-making within the hospitality field.
- Understanding of labor cost ratios and break-even points.
- Ability to translate financial goals into day-to-day operations.
- Ability to lead with empathy and clarity.
- Resilience and calmness under pressure.
- Ability to solve problems without drama and keep teams on board.
- Versatility in switching between tasks like quality audits, feedback sessions, and shift schedule reviews.
- Proficiency in using digital tools such as digital shift schedules, live dashboards, and KPI tracking.
- Business-fluent German (C1+).
- English proficiency (B2+).
Skills
- Operations Management
- Team Leadership
- Coaching and Development
- Financial Acumen
- Recruiting
- Onboarding
- Customer Relationship Management
- Compliance Management
- Problem-Solving
- Digital Operations
- German Language Proficiency
- English Language Proficiency
Location
- Berlin
Work Type
- Full-time
Experience Level
- Several years of experience in housekeeping
- Proven experience in the hotel, serviced apartment, or hospitality industry
About the Company
- Unicorn provides operational services for European hotel brands, delivering housekeeping, maintenance, and guest operations as a white-labeled service.
- We are founder-led and profitable, focusing on margins, quality, and efficiency.
- We are building the next generation of hospitality services.