Head of Operational Support

Hand Picked Hotels; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Company pension

Private medical insurance

Life assurance

Enhanced sick pay

Wellbeing support

Career development

Apprenticeships

Colleague discounts

Loyalty rewards

Benefits platform discounts

Job summary

Hand Picked Hotels, a premium luxury group with 21 hotels, is seeking an experienced Head of Operational Support for an interim 12-month period. The role is based at our London corporate office with travel as required and focuses on turning strategy into practical, scalable solutions across the portfolio.

You will lead SOP development, operating model optimisation, quality assurance and governance while driving strategic projects, productivity, and business insight to sustain high guest

Qualifications

• Significant multi-site hospitality or luxury operations leadership experience.
• Proven track record in developing SOPs, standards and governance across locations.
• Strong project management capability with transformation and change programmes.

Responsibilities

• Own and improve SOPs across operational functions aligned to brand standards.
• Optimise operating model, simplify processes and scale ways of working.
• Lead service excellence, quality audits and operational governance.
• Drive cross-functional operational projects from design to implementation.
• Use data and KPIs to provide practical insights to hotel leaders.
• Act as the link between hotel operations and central support functions.

Skills

SOP development

Operational excellence

Project leadership

Data-driven insight

Tools

Governance frameworks

Job description

Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE, and today still remains a family-owned group which has 21 unique luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location from Scotland to the Channel Islands, offering breathtaking views from vast countryside to expansive beaches, to lush woodlands.

Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Whilst each hotel is individual, each property fulfils the company values of family, individuality, community and care, with a team commitment to aiming higher and delight their guests with magical experiences that offer a true escape from the every day.

Hand Picked Hotels are committed to protecting the environment for a sustainable future, and all of our hotels have received the ‘Green Tourism’ accreditation. A Recognition of our progress in reducing energy use and waste, supporting biodiversity, and sourcing responsibly from local and ethical partners.

At Hand Picked Hotels, exceptional guest experiences are underpinned by strong operational standards, clear ways of working and the right support for our hotel teams. As we continue to evolve our operating model, we are looking for a senior operational leader who can turn strategy into practical, scalable solutions across our collection of 21 hotels.

We are looking for an experienced Head of Operational Support to join us on an interim 12-month basis and play a pivotal role in strengthening how our hotels operate, perform and continuously improve. This role will be based from our Corporate office in London with travel as required.

This is a broad, influential role working closely with Heads of Operations, General Managers and central support functions to develop and embed the frameworks, systems, governance and processes that enable consistent, efficient and high-performing hotel operations.

You will lead the development of Standard Operating Procedures, operating model optimisation, quality assurance and operational governance, while also driving strategic projects, productivity improvement and business insight across the portfolio.

This is an opportunity for someone who combines deep hotel operations experience with strong project and change leadership - someone who enjoys simplifying complexity, improving standards and giving operational teams the tools they need to deliver outstanding guest experiences and sustainable commercial performance.

Key Responsibilities:

• Own and continuously improve SOPs across all operational functions, aligned to brand standards, company policy and best practice.
• Optimise the operating model, simplifying processes and creating scalable ways of working that improve efficiency, productivity and service delivery.
• Lead service excellence, quality assurance, audits and operational governance to drive consistent standards, compliance and guest experience.
• Lead company-wide operational projects and strategic initiatives from design through to implementation, coordinating cross-functional teams and measuring impact.
• Use operational and financial data, KPIs and benchmarking to identify opportunities and provide hotel leaders with practical insight and recommendations.
• Act as the central link between hotel operations and support functions, championing continuous improvement, accountability and operational excellence.

About You:

• Significant experience in multi-site hospitality, hotel operations or operational excellence leadership within a premium or luxury environment.
• A proven track record of developing SOPs, operational standards, governance frameworks and business processes across multiple locations.
• Demonstrable success in operational improvement, quality assurance, transformation and change programmes, with strong project management capability.
• A strong understanding of hotel operations across rooms, food & beverage, guest services, spa and leisure, together with operating model and productivity experience.
• Commercial and analytical strength, using operational and financial data to shape decisions, improve performance and translate insight into action.
• Excellent stakeholder management, communication and influencing skills, with a practical continuous-improvement mindset and the resilience to drive new ways of working.
• Competitive salary package (discussed at interview).
• Company pension, private medical insurance & life assurance.
• 33 days holiday (including bank holidays) and enhanced sick pay.
• Access to wellbeing support through our Employee Assistance Programme.
• Ongoing career development with in-house and external training, including apprenticeships and industry-recognised courses.
• Colleague discounts on hotel stays, food & drink, and annual loyalty rewards.
• Access to retail and wellness discounts via our online benefits platform.
• A welcoming, inclusive culture where long-term friendships and diversity are celebrated.

Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.