Head of Operations

Warner Hotels; Newark and Sherwood; On-site; GBP 90,000 - 120,000; Full time

Job summary

Warner Hotels is recruiting a Head of Operations at Thoresby Hall to lead front and back-of-house functions, ensuring seamless guest experiences across reception, leisure, spa, housekeeping, entertainment, and nights. You will drive sales, elevate guest satisfaction, and manage labour costs while upholding brand standards in one of Warner’s flagship destinations.

With strong leadership and a guest-heart approach, you will recruit and develop teams, collaborate with HUB and other departments, and

Qualifications

• Experience in Reception / Front Desk manager role in high occupancy hotel environment.
• Proven track record of 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, spa, housekeeping, entertainment and nights; ensure seamless guest arrival, check-in and service across touch-points.
• Drive on-site sales performance across leisure, spa and entertainment; implement hotel-specific propositions with HUB teams to maximise revenue.
• Provide oversight of entertainment delivery and calendar development; ensure spa/club operations meet brand standards and guest expectations.
• Lead and quality assure housekeeping operations and nights delivery; maintain service standards and guest satisfaction.
• Forecast and produce efficient rotas across all departments; control labour spend while maintaining cover for service.
• Monitor arrival and post-stay experiences; lead complaint handling to protect reputation and drive loyalty.
• Ensure health & safety compliance; oversee audits, paperwork, and risk across departments.
• Recruit, train, develop and performance manage teams; foster teamwork and succession.
• Duty management shifts; collaborate with HUB, Sales, Events, HR and Marketing to maintain standards and continuity.
• Identify efficiencies and pilots for improvements; scale successful practices within Head Office parameters.
• Operate within financial sign-off limits; elevate issues outside authority to the General Manager.

Skills

Guest service leadership

Front desk ops

Labor planning

Operational leadership

Job description

Join our team at Thoresby Hall, part of the Warner Hotels Group. This 221-bedroom hotel features original architecture, a Great Hall with deep armchairs, and overlooks acres of classic parkland.

Looking to take the next step in your career?

At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you’re free to be yourself, make an impact, and thrive in a tight-knit team that creates truly unique guest experiences.

At Warner Hotels, we’re more than just a place to stay, we’re a place where guests come to make memories, discover new experiences, and feel truly cared for. Based at the beautiful Thoresby Hall Hotel, a stunning Grade I listed country house set within Nottinghamshire’s historic estate grounds, you'll be part of a team delivering exceptional experiences in one of Warner’s most iconic destinations.

Role Purpose:

The Head of Operations leads all front and back-of-house functions to deliver seamless guest experiences across Reception, Leisure, Spa, Housekeeping, Entertainment, and Nights teams.

With a Guest Hearted approach, the role ensures service excellence while driving commercial performance through effective sales execution and collaboration with HUB teams. By applying Limitless Thinking, the Head of Operations identifies efficiencies, pilots new initiatives, and elevates leisure and entertainment propositions to meet brand standards and guest expectations. The position owns its impact by maintaining compliance, safeguarding and reputation through complaint resolution, whilst balancing labour costs with operational quality. Success is achieved by winning as one, recruiting, developing, and inspiring teams, fostering collaboration, and deputising for senior leaders to ensure business continuity.

Distinctive in scope, the role combines daily operational delivery with strategic improvement to secure both immediate service excellence and long-term growth.

Responsibilities:

Operational delivery:

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.

Sales and commercial execution:

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.

Entertainment and leisure leadership:

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.

Housekeeping and nights management:

Lead and quality assure housekeeping operations and nights team delivery; maintain service standards, guest satisfaction, and operational efficiency across both functions.

Labour and rota management:

Forecast and produce efficient rotas across reception, leisure, spa, housekeeping, entertainment, and nights; control labour spend while maintaining required cover to deliver service excellence.

Guest experience and complaint resolution:

Monitor and enhance arrival, check-in, and post-stay guest experiences; lead complaint handling and feedback resolution to protect reputation and drive loyalty.

Compliance and safety:

Ensure 100% adherence to health & safety requirements across all operational departments; oversee leisure audits including lifeguard compliance, paperwork, and administration.

People management and retention:

Recruit, train, develop, and performance manage team members across all operational departments; foster teamwork, morale, and succession planning to maintain engagement and retention.

Deputising and collaboration:

Undertake Duty Management shifts, manage rotas, and deputise for senior leaders and the General Manager when required; collaborate closely with HUB teams, Sales, Events, HR, and Marketing to maintain brand standards and business continuity.

Continuous improvement and strategy:

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.

Governance:

Operate within approved financial sign-off limits and procurement processes; elevate issues outside delegated authority to the General Manager

Behaviours and Essential Skills

• Makes choices that prioritise guest needs and champions a culture of warm, effortless service across all operational teams.
• Anticipates guest pain points, removes friction from the arrival to departure journey, and continuously elevates service standards.
• Identifies opportunities, efficiencies, and innovations across leisure, spa, entertainment, reception operations; confidently tests and pilots new ideas.
• Owns the operational P&L, revenue performance, labour control, and local sales execution, making balanced decisions that protect both guest experience and commercial outcomes.
• Applies strong understanding of front desk, housekeeping, nights, leisure, spa, entertainment operations to maintain brand standards and seamless daily delivery.
• Uses systems insights, guest data, and operational metrics to inform decisions on staffing, experience, and commercial performance.
• Maintains full accountability for health & safety, safeguarding, licensing, audit readiness, and operational risk across all departments.
• Coaches, motivates, and inspires large, multidisciplinary teams; builds succession strength and nurtures future leaders.
• Works effectively with HUB teams and onsite leaders, breaking down silos to deliver consistent brand standards, seamless operations, and joined-up decision making.
• Creates an engaged, high performing environment rooted in teamwork, positive behaviours, and clear communication embodying “WinAsOne” every day.

Essential Experience

• Experience in Reception / Front Desk manager role in high occupancy hotel environment
• Proven track record of managing large bedroom operations and supporting full site operational delivery.
• Experience managing OTA relationships and distribution performance.
• PPO experience desirable.

Ready to discover your glow?

Be part of something more than a hotel — where your personality shines and your ideas matter.

Inclusion Statement

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: [e-mail]

Please note:

Unsolicited CV’s from agencies will not be considered