Head of Operations – Luxury Hotel & Spa Leader

Warner Hotels; Hereford; On-site; GBP 60,000 - 90,000; Full time

Job summary

Warner Hotels is hiring a Head of Operations for Holme Lacy House in Herefordshire. You will lead front and back-of-house functions across Reception, Leisure, Spa, Housekeeping, Entertainment, and Nights teams to deliver seamless guest experiences and drive commercial performance.

The role requires strategic and hands-on leadership, overseeing rotas, compliance, and people management while collaborating with HUB teams and senior leadership to uphold brand standards and guest satisfaction.

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

• 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 and 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; escalate issues outside delegated authority to the General Manager

Job description

Warner Hotels is hiring a Head of Operations for Holme Lacy House in Herefordshire. You will lead front and back-of-house functions across Reception, Leisure, Spa, Housekeeping, Entertainment, and Nights teams to deliver seamless guest experiences and drive commercial performance.

The role requires strategic and hands-on leadership, overseeing rotas, compliance, and people management while collaborating with HUB teams and senior leadership to uphold brand standards and guest satisfaction.