Chief Guest Experience & Operations Lead

Warner Leisure Hotels; East Midlands; On-site; GBP 60,000 - 100,000; Full time

Job summary

Warner Leisure Hotels at Thoresby Hall in Nottinghamshire seeks a Head of Operations to lead front and back-of-house teams, delivering seamless guest experiences across reception, leisure, spa, housekeeping, entertainment, and nights. The role requires driving sales, maintaining brand standards, and managing labour costs while ensuring safety and compliance.

You will recruit, coach, and inspire multi-disciplinary teams, deputise for senior leaders, and collaborate with HUB, Sales, Events, HR,

Qualifications

• Experience in Reception / Front Desk management in a high occupancy hotel environment.
• Experience managing large bedroom operations and supporting full site operational delivery.
• Experience managing OTA relationships and distribution performance.
• PPO experience desirable.

Responsibilities

• Oversee day-to-day operations across reception, leisure club, spa, housekeeping, entertainment, and nights team; ensure seamless guest arrival, check-in, and service delivery across all touch-points.
• Drive on-site sales performance across leisure, spa, and entertainment; implement hotel-specific propositions and external marketing initiatives in partnership with HUB teams to maximise revenue.
• Provide oversight of entertainment delivery and calendar development; ensure leisure club and spa operations (including memberships and day spa services) are executed to brand standards and guest expectations.
• Lead and quality assure housekeeping operations and nights team delivery; maintain service standards, guest satisfaction, and operational efficiency across both functions.
• Forecast and produce efficient rotas across reception, leisure, spa, housekeeping, entertainment, and nights; control labour spend while maintaining required cover to deliver service excellence.
• Monitor and enhance arrival, check-in, and post-stay guest experiences; lead complaint handling and feedback resolution to protect reputation and drive loyalty.
• Ensure 100% adherence to health and safety requirements across all operational departments; oversee leisure audits including lifeguard compliance, paperwork, and administration.
• Recruit, train, develop, and performance manage team members across all operational departments; foster teamwork, morale, and succession planning to maintain engagement and retention.
• Undertake Duty Management shifts, manage rotas, and deputise for senior leaders and the General Manager when required; collaborate with HUB teams, Sales, Events, HR, and Marketing to maintain brand standards and business continuity.
• Identify operational efficiencies and service improvements across leisure, spa, reception, and housekeeping; pilot commercial and guest experience initiatives to scale successful practices within Head Office parameters.
• Operate within approved financial sign-off limits and procurement processes; escalate issues outside delegated authority to the General Manager.

Skills

Front Desk Management

Leisure Club Operations

Spa Operations

Nights Management

OTA Relationships

PPO Desirable

Job description

Warner Leisure Hotels at Thoresby Hall in Nottinghamshire seeks a Head of Operations to lead front and back-of-house teams, delivering seamless guest experiences across reception, leisure, spa, housekeeping, entertainment, and nights. The role requires driving sales, maintaining brand standards, and managing labour costs while ensuring safety and compliance.

You will recruit, coach, and inspire multi-disciplinary teams, deputise for senior leaders, and collaborate with HUB, Sales, Events, HR,