General Manager - Operations Performance

About the role

Staycity Group is expanding its Wilde aparthotel brand across major European cities, including London, Berlin, Edinburgh, Lisbon, Vienna, and upcoming openings in Porto, Amsterdam, and additional locations. The company describes Wilde as a diverse and inclusive workplace with Irish heritage blended with local culture to create a distinct guest experience in each destination.

This position is for an experienced General Manager focused on operational performance across Wilde properties. The role supports guest journey improvement by championing a consistent, brand-led way of operating. You will work closely with the European Operations Director and Head of New Openings to improve performance and working methods across the existing hotel portfolio, while also supporting pre-opening teams. Collaboration will extend across Design and Refurbishments, Food & Beverage, Brand Operations, Sales and Revenue, Finance, and People teams.

The employer is looking for someone based in London or elsewhere in the UK who is willing and able to travel to different Wilde properties across the UK and Europe as needed.

Key responsibilities

• Step into underperforming or changing hotels as an interim or additional General Manager when needed.
• Improve guest experience, financial outcomes, compliance, and team capability in measurable ways.
• Move between properties based on business priorities and operational demand.
• Build strong working relationships with teams across multiple departments and locations.
• Raise guest satisfaction through review platforms, brand audits, NPS, and similar measures.
• Find the root causes behind service issues and put durable corrective actions in place.
• Promote a guest-first mindset across all departments.
• Review P&L performance, identify cost and revenue opportunities, and deliver improvement plans.
• Track financial KPIs and take action to strengthen results.
• Ensure each property meets legal and operational standards for health and safety, fire, food safety, and licensing.
• Quickly assess team strengths and gaps, then prioritise training where needed.
• Coach current managers to strengthen long-term capability.
• Recruit or stabilise teams during vacancy periods or times of high turnover.

Experience and requirements

• At least 5 years of proven leadership experience in a similar general management position within a lifestyle or luxury hotel or aparthotel is essential.
• A respectful, approachable style that helps create an inclusive and positive workplace.
• A progressive mindset with a clear focus on operational improvement.
• High energy, flexibility, and adaptability in a fast-moving environment.
• Strong judgement and the ability to make decisions under pressure.
• Comfort participating in strategic business discussions at senior level.
• A demonstrated track record of increasing revenue through well-managed commercial initiatives.
• Capability to motivate, evaluate, support, and challenge a team to achieve strong results across the business.
• Experience providing training, guidance, and ongoing team support.
• A bachelor's degree in Hospitality Management or a related subject is preferred.
• The right candidate should be able to combine empathy with clarity and use data to guide decisions.

Benefits

• Paid family leave, including maternity, paternity, surrogacy, and adoptive leave.
• Maternity leave: 26 weeks fully paid after more than 1 year of service.
• Paternity leave: 6 weeks fully paid after more than 1 year of service.
• Surrogacy leave: 24 weeks fully paid after more than 1 year of service.
• Adoptive leave: 24 weeks fully paid after more than 1 year of service.
• Generous holiday entitlement.
• Annual bonus linked to contribution and impact.
• Discounted overnight stays for you, your family, and friends.
• Refer-a-friend reward scheme.
• 2 paid volunteer days each year to support local community causes.
• Employee Assistance Program (EAP) support for you and your family.

Who this role suits

This opportunity is best suited to experienced hospitality leaders who can operate across multiple sites, stabilise teams, improve guest experience, and strengthen performance in both established and pre-opening environments.

Additional information

The company highlights its growth across Europe and its focus on delivering a warm, human hospitality experience. The role calls for someone who can thrive in a changing environment and help make every guest stay feel brighter.