This role is central to the day-to-day leadership of operations, with a particular focus on the seamless delivery of hospitality across the property including Food & Beverage, Kitchen and Front Office operations. The Deputy General Manager will work closely with the operational leadership team to ensure a consistently outstanding guest experience and the highest standards of operational excellence.

Main Duties and Responsibilities

Operational Leadership & Oversight

• Oversee the comprehensive operation ensuring seamless coordination across departments and a consistent guest experience.
  • Provide direct management oversight of Food & Beverage Service and Kitchen operations, ensuring delivery of exceptional guest experiences aligned with 5-star standards.
  • Provide strategic leadership and performance oversight across all areas.
  • Ensure all operational departments consistently meet defined service standards, guest satisfaction metrics, and financial performance objectives.
  • Collaborate closely with the Accommodation Manager, Front of House Manager and other operational managers to drive operational alignment, guest excellence, and budget achievement.
  • Act as a senior operational leader, providing hands-on guidance and leadership across all areas of the estate.

Food & Beverage Excellence

• Oversee the effective management of Food & Beverage costs, ensuring strong commercial control, careful stock management, and full adherence to agreed budgets.
  • Ensure the food & beverage department operates flawlessly, delivering exceptional guest food & beverage service experiences while adhering to property and company standards.
  • Continuously refine and elevate culinary offerings, beverage selections, and service standards to exceed guest expectations.
  • Collaborate with the culinary team to develop innovative and captivating menus that reflect the estate’s premium positioning and guest preferences.
  • Continuously review and enhance the wine and beverage program, including wine pairings, cocktails, and curated selections, to deliver an exceptional dining experience.
  • Establish and maintain relationships with local suppliers and vendors to ensure a consistent supply of high-quality ingredients and products, while exploring opportunities for sustainable and locally sourced solutions.
  • Monitor and manage inventory levels to reduce waste and ensure effective stock control, balancing cost efficiency with an extensive and appealing range of offerings.
  • Collaborate with the Marketing team to design and execute promotional campaigns, dining experiences, and special events that attract both in-house and external guests.

Spa, Leisure & Guest Experience Management

• Oversee the operational and commercial performance of the Spa, Health Club, and Facilities departments, ensuring each operates to the highest luxury standards.
  • Monitor departmental KPIs, payroll costs, productivity, and margin performance, taking corrective action where required to ensure financial targets are met.
  • Champion cross-departmental collaboration to create integrated guest journeys, encouraging increased length of stay and secondary spend.
  • Maintain a strong presence across these areas to ensure service delivery, presentation, safety, and guest engagement consistently meet or exceed 5-star expectations.

Guest Experience & Service Excellence

• Proactively maximise guest satisfaction and comfort, demonstrating a positive and responsive approach to inquiries and problem resolution.
  • Lead the team in maintaining immaculate cleanliness, order, and ambiance throughout dining areas, lounges, bars, leisure spaces, spa facilities, golf areas, equestrian facilities, and banquet facilities, ensuring they consistently meet or exceed 5-star standards.
  • Implement rigorous training programmes across operational departments, focusing on service excellence, product knowledge, and guest engagement to create memorable experiences.
  • Foster a culture of guest-centric service, ensuring all team members understand and deliver the highest standards of hospitality.
  • Ensure guest feedback is actively reviewed and actioned across all estate departments, driving continuous improvement and excellence.

Operational Strategy & Performance

• Develop and implement strategies that identify key operational and financial metrics, communicate them effectively, and deliver on defined initiatives and targets.
  • Maintain detailed reporting and tracking tools to measure departmental performance and support data-driven decision-making.
  • Drive operational efficiency and disciplined cost management across all departments without compromising service quality or guest experience.
  • Ensure all operational areas operate within agreed annual budgets, with clear accountability for revenue generation and cost control.
  • Implement sustainable operational practices aligned with environmental goals, minimising ecological impact while enhancing operational effectiveness.
  • Actively review industry trends and best practices across hospitality, leisure, and estate management, implementing relevant innovations to maintain competitive advantage and operational excellence.

Team Leadership & Development

• Inspire and lead teams with a hands-on approach, fostering accountability, collaboration, and high performance.
  • Provide clear performance expectations for departmental leaders, holding them accountable for guest satisfaction scores, service standards, and financial targets.
  • Implement training and development programmes to enhance service skills, commercial awareness, operational discipline, and career progression opportunities.
  • Cultivate a positive and inclusive working environment that encourages professional growth and operational excellence.
  • Lead by example, demonstrating the values and behaviours expected within a luxury hospitality environment.

Health, Safety & Compliance

• Ensure compliance with all relevant health and safety regulations, sanitation standards, leisure safety requirements, and food safety protocols across the property.
  • Maintain accurate records and conduct regular internal audits to uphold compliance and operational standards.
  • Promote a culture of safety and responsibility across all operational areas.
  • Address compliance matters proactively, ensuring risks are mitigated and standards consistently upheld.

Commercial & Financial Performance

• Support financial performance objectives through effective operational management, disciplined cost control, and proactive revenue strategies.
  • Take ownership of departmental P&Ls where applicable, ensuring departments operate in accordance with budget.
  • Analyse operational data to identify opportunities for cost optimisation, revenue enhancement, and margin improvement.
  • Work collaboratively with commercial teams to align operational delivery with business objectives and market positioning.
  • Drive strategies that enhance guest spend, membership growth, treatment and activity uptake, and overall estate profitability while maintaining uncompromising service excellence.

Stakeholder Collaboration

• Collaborate effectively across departments to ensure operational alignment and shared objectives.
  • Build strong relationships with internal teams and external partners to support operational success.
  • Represent the property at internal and external engagements as required.
  • Foster a culture of teamwork, accountability, and shared commercial responsibility across all operational functions.

Requirements

• Proven experience in a food & beverage or senior operational leadership role within 4- or 5-star hospitality environments.
  • Demonstrated experience overseeing multi-department operations, including spa, leisure, golf, facilities, or similar revenue-generating departments.
  • Strong leadership and influencing skills, with a hands-on approach and commitment to leading by example.
  • Exceptional problem-solving abilities and adaptability in dynamic environments.
  • Strong commercial awareness and analytical capability to drive financial performance, manage budgets, and deliver against targets.
  • A steadfast commitment to delivering exceptional guest service and operational excellence.
  • Capacity to collaborate effectively across functions and manage multiple stakeholders.
  • Personal integrity and a passion for excellence in hospitality.
  • Strategic mindset combined with operational expertise.
  • Experience with Opera Property Management System (PMS) is essential, demonstrating capability in core hospitality operations and guest management processes.