Head of Operations

Hand Picked Hotels Ltd; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Performance bonus

Pension

Private medical insurance

Life assurance

33 days holiday

Wellbeing support

Training & apprenticeships

Staff discounts

Discount platform

Inclusive culture

Job summary

Hand Picked Hotels is seeking a Head of Operations to lead a division of our luxury hotel portfolio, delivering strong commercial performance, operational excellence and superior guest experiences across our properties.

Reporting to the Chief Operating Officer and guiding General Managers, you will own P&L, drive growth, manage governance and build a high‑performing, people‑led culture through change and transformation.

Qualifications

• Significant multi-site hospitality leadership experience within premium or luxury hotel environments.
• Proven track record of leading General Managers and senior operational teams with full P&L accountability.
• Strong commercial acumen with demonstrable success in revenue growth and profitability.
• Deep understanding of hotel operations across rooms, F&B, spa, leisure and property.
• Inspiring leadership with coaching, succession planning and talent development.
• Ability to interpret financial and operational data and translate insight into action.

Responsibilities

• Own the divisional P&L, delivering revenue, profit, EBITDA, cash flow and KPI targets.
• Lead General Managers and hold them accountable for performance and brand standards.
• Drive productivity improvements and cost management across the division.
• Build leadership capability through succession planning and development.
• Champion a high-performance, people-centric culture across the division.
• Ensure guest experiences remain exceptional through feedback and insights.
• Maintain high standards of operational execution and governance across all hotels.

Skills

Multi-site leadership

P&L accountability

Commercial acumen

Stakeholder management

People development

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.

We are looking for an exceptional Head of Operations to lead a division of our hotel portfolio, delivering outstanding commercial performance, operational excellence and guest experiences across Hand Picked Hotels. This is a new role to support with the ongoing transformation and change journey within Hand Picked Hotels.

Reporting to the Chief Operating Officer and leading through our General Managers, you will have full accountability for the commercial, financial, operational, people and guest experience performance of your division.

This is a senior, multi-site leadership role with responsibility for delivering hotel budgets and operational KPIs, building leadership capability and ensuring our strategy, operating model and brand standards are consistently translated into exceptional hotel performance. Working closely with central support teams across Property, Commercial, Finance and People, you will be the critical link between our hotels and Support Office, driving sustainable performance while creating an engaged, high-performing culture. This is an exciting opportunity for a commercially focused, people-led hospitality leader who combines strong operational judgement with a genuine passion for developing teams and delighting guests.

Key Responsibilities:

• Own the divisional P&L, ensuring hotels deliver agreed revenue, profit, EBITDA, cash flow, budget and operational KPI targets.
• Lead, coach and hold General Managers accountable for hotel performance, creating clear expectations and driving consistent delivery of business objectives and brand standards.
• Drive commercial and operational performance through productivity improvement, effective cost management, strong decision-making and a continual focus on sustainable profitability.
• Build leadership capability through succession planning, talent development, performance management and coaching, creating a strong pipeline of future leaders.
• Champion a people-centric, high-performance culture that promotes engagement, accountability, continuous improvement and colleague development across the division.
• Ensure every hotel consistently delivers exceptional guest experiences, using guest feedback and performance insight to address service, quality and operational opportunities.
• Maintain high standards of operational execution and asset performance across rooms, Food & Beverage, spa, leisure and property operations, while championing health, safety, wellbeing and compliance.
• Lead the implementation of company strategy, governance requirements and change initiatives, collaborating with the Chief Operating Officer and central support teams to embed new ways of working.

About You:

• Significant multi-site hospitality leadership experience within premium or luxury hotel environments.
• A proven track record of leading General Managers and senior operational teams with full P&L accountability.
• Strong commercial acumen, with demonstrable success in delivering revenue growth, profitability and operational excellence across multiple properties.
• A deep understanding of hotel operations, including rooms, Food & Beverage, guest services, spa, leisure and property operations.
• An inspiring leadership style, with strong capability in coaching, succession planning, talent development and building high-performing teams.
• The ability to interpret financial and operational performance data, identify opportunities and translate insight into confident action.
• Experience operating within a matrix structure and building collaborative relationships across hotel operations and central support functions.
• A strong understanding of health & safety legislation, operational governance and compliance within a multi-site hospitality environment.
• Excellent communication, stakeholder management and influencing skills, with the confidence to operate effectively with senior leaders and key stakeholders.
• Resilience, adaptability and a proven ability to lead organisational change and embed new ways of working in a dynamic environment.

Our Benefits:

• Competitive salary package plus performance bonus (discussed at interview).
• Generous 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.