Cluster General Manager - Thistle London

Contract Type - Permanent
39 hours per week

Employment Type - Full Time

At Thistle Piccadilly, we don't have a specific mould that we want our employees to fit to. Instead, we believe in hiring people who are passionate about welcoming our guests and making them feel at home as we are. We're looking for enthusiastic, hard-working people who want to grow both personally and professionally. Sound like you? Keep reading!

The Role

The prime responsibilities are:

● Brand: to uphold Thistle Brand Standards, deliver delightful guest experience and to position the hotels as the “hotels of choice” in its selected market segment and location

● Asset: to constantly enhance the value of the hotel property through asset enhancement initiatives and to meet agreed asset yields that ensures and improves its capital value

● Operational Excellence: to constantly improve operational excellence and setting/meeting benchmarks in GOP, labour efficiency, cost management and hotel profitability. These are achieved through ensuring that hotels' leadership teams develop, evaluate and implement strategic initiatives and outcomes that deliver their financial and non-financial targets. The Cluster Manager must above all, take ownership for their teams and deliver the brand, operational excellence and cluster financial targets.

What we look for


1. Build and lead a high quality management teams across properties including the sourcing and recruitment of new talent to join the hotel team in partnership and alignment with the central functions where appropriate
2. To be effective in managing teams remotely, and managing business performance through others
3. Drive and support the hotel management teams in delivering all the KPIs
4. Optimise the effectiveness of property operations
5. Continuously meet the requirements (for both self and team) of external and internal regulatory (policy and practice), governance and compliance standards (note - non-compliance is a disciplinary offence) including (but not limited to) the timely resolution of all audit actions – including but not limited to Health & Safety, Fire, Hygiene, Licensing, employment, fiduciary etc. This includes ensuring that all required regulatory roles are in place and fully competent.
6. Optimise overall end-to-end visit experience refinement and assurance as defined by the Brand standards and KPI’s through the operational management teams in the hotels
7. Continuously develop and optimise Hotel Managers / Operations Managers performance
8. Be responsible for own personal development
9. Be responsible for employee engagement score across properties and proactive, timely follow-up to improve rating
10. Deliver on Corporate Social Responsibility (CSR) objectives
11. Outwardly demonstrate and ‘bring alive’ the Company Behaviours, Vision and Values, eliminating any activity that runs contrary to our values

What's in it for you?

  • Great development opportunities
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Apprenticeship (from Level 2 to Level 5)
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Great Recognition program
  • ...and many more!