Head of Operations & Guest Experience

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

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