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Operations Executive, Hotels Team, Commercial

Date: 05-Oct-2022

Location: London, GB, W1U 8AN

Company: Knight Frank

Reference No 25821 
Job Title Operations Executive, Hotels Team, Commercial 
Type Permanent 
Salary Range Competitive
Division Commercial 
Sub Division Capital Markets, National Agency 
Department Hotels (10000131) 
Location 55 Baker Street 


About the role

Working closely with the Hotel Team and overseeing and managing the effective running of the Service Line and all the operational processes within it. Offering solutions, ideas and making judgements and decisions on behalf of the Hotel Team as and when required.  You will be responsible for providing an effective and efficient support service; managing the daily operations, processes and support staff line management.












Stakeholder Management

  • 1:1 Executive management for Stakeholder
  • Working alongside stakeholder managing day to day operations for the Hotel service line.
  • Development of operational strategies to support growth, creating a culture that encourages ownership, initiative and best in class client relationships.
  • Driving change and operational transformation.


Business Management


Business Planning Management (bi-annually); management of spring and autumn business planning process. Attending meetings with Stakeholder and Finance Business Partner.


Three Year Plan Management; working closely with Head of Hotels on management of the 3 Year Plan process to ensure the Hotels Teams are on track to achieve their goals set.  Attend regular meetings to measure success and growth of the plan.


Service Line Financial Management;

  • Overall management of WIP, and closely working with the business support to ensure their team(s) WIP sheets are accurately managed and regularly updated.
  • Monthly WIP sheet reconciliation / Billed and unbilled debtor management
  • Working with the Commercial Finance Partner to;
    • Prepare written and statistical and/or financial reports
    • Manage monthly team profitability with Stakeholder
  • Monthly travel sign off, signing off costs, database subscriptions, supplier invoice processing
  • Expense claim management for the department
  • Budgeting for new recruits
  • Referral coordination


Team Management


Line management of business support within team (typically 1 or 2 people with a small department headcount) balance work / delegate where necessary, regular team meetings plus individual ad hoc meetings when necessary.  Appraisals and regular 1:1’s.  Coaching and career development support.


Support Staff Talent and Recruitment Management; write engaging job specification; ensure recruitment team are fully briefed; CV screening, conduct first stage interviews, review of PPA reports and skills test results, organisation of second stage interviews, coordination of job offer.  Attendance at internal and external networking events to attract new talent to the business.

  • New Starter Induction and Buddy Management; Manage and constantly evolve departments / office / service line / sub-divisions induction and buddy programme.  Working closely with the support team members to manage the process of new starters (induction) / leavers (gathering intel and, where appropriate coordinating exit interviews) and assigning appropriate buddies for all levels. 
  • Training; responsible for managing training process i.e. ensure all teams mandatory training is up to date.  Proactively promoting training opportunities to support personal development.
  • Working Life; new starter/leaver information.  Proactively reviewing headcount and associated costs. 
  • Early Careers management; proactively assessing the needs of the department for graduates / work experience / interns / apprentices / secondees. 
  • Appraisals; manage the process for department/ office / service line / including six monthly 1:1’s.


Process & Efficiency Management

Review and improve organisational processes and work to improve quality, productivity and efficiency liaising with other support team members.

  • Manage correct contact information on KF platforms for department
  • Manage department organisational charts.
  • hub Management; manage the support team to ensure client records for all team members are maintained, ‘cleaned’ regularly and scores are kept in line with the department’s target
  • RICS Management for department / office / service line / sub-division
  • Facilities & Accommodation Management; Manage facilities by planning space allocations, layouts and floor moves and managing maintenance issues to ensure an efficient running of the office. 
  • Strategy, Risk and Operations (SRO) Liaison Management; Working closely SRO office on the management of all Best Practice, Risk, Audit and Compliance and regular liaison with the Best Practice team.


Programme & Project Management

  • Service Line ad-hoc project management roles
  • Commercial business wider project management bolt on e.g. X-Selling Toolkit or hub etc.
  • CRM; working closely with the team to ensure the CRM programme is implemented and actively managed across Service Line.
  • Management of Corporate CRM Programme; working closely with Jeremy Metson’s team ensuring the relevant business support individual, in their role as CRS’s are working closely with their CRP’s to maintain strong client relationships and communication.
  • Management of MCC (Marketing Communications Coordinator Programme); working closely with business support MCC’s and oversee any marketing projects including; website, marketing collateral, event invites, capability statements, track records, research documents and all other relevant marketing materials.  Social Media management i.e. LinkedIn, Yammer etc.
  • Event management; for Service Line working with the business support team on firm wide events; including project managing some of the events from the initial brainstorm to briefing marketing, researching venues, creating invites, helping create supporting collateral, managing the RSVP lists, welcoming the clients at the event, etc.


Experience required:

  • 5+ year experience in a similar operations or administrative role
  • Proficient using Microsoft Office



To view other vacancies within the Knight Frank Group click here.