Inns Operations Support Manager

Daniel Thwaites - Head Office; Blackburn; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the hospitality industry is seeking an Operations Support Manager to enhance guest experiences across their Inns. This hands-on role involves working closely with Inn teams to implement new processes and standards. The ideal candidate will have a strong operations background, excellent coaching skills, and a passion for creating memorable guest experiences. Join a supportive team culture that values your input and offers opportunities for growth.

Benefits

Competitive Salary

Company Car

Company Phone

Company Laptop

Team Culture

Regular Socials

Qualifications

• Solid background in operations, preferably with General Manager experience.
• Hands-on, people-first approach with positive energy.
• Organised and proactive, making complicated tasks simple.

Responsibilities

• Rolling out new operating framework to enhance guest experience.
• Coaching and guiding Inn managers and teams.
• Creating resources and conducting training sessions.

Skills

Operations

Coaching

Relationship Building

Problem Solving

Guest Experience Focus

Education

General Manager Experience

Job description

We’re not just in the business of running Inns — we’re in the business of creating places people love. Characterful Inns, warm welcomes, great food, proper drinks, and unforgettable stays. As we grow, we’re putting a smart, people-friendly operating framework in place to help our teams deliver incredible guest experiences, day in, day out. Now we’re looking for a hands-on, people-focused Operations Support Manager to help bring it to life.

About the Role:

This isn’t a sit-behind-a-desk kind of job. You’ll be out in our Inns, side-by-side with our managers and teams, rolling up your sleeves and making sure everything we do makes sense for the people delivering it and the guests experiencing it.

You’ll be the link between our operations team and the Inns, making sure new processes, standards, and tools aren’t just dropped in from above — but properly understood, embraced, and made to work in real life. And always, with the guest experience front and centre.

What You’ll Be Doing:

• Rolling out our new operating framework in a way that’s clear, practical, and adds value to the guest experience
• Working shoulder-to-shoulder with our Inn managers and teams, coaching, guiding, and jumping in where needed
• Creating easy-to-use resources, checklists, and guides that help our teams smash it every day
• Running fun, engaging training sessions, workshops, and one-to-one support
• Acting as the go-to problem solver, sounding board, and champion for operational best practice
• Spotting opportunities to improve how we work and feeding them back into the business
• Making sure everything we do helps our people deliver consistently brilliant, memorable guest experiences
• Collaborating with other teams (like Food, People, and Marketing) to keep everything joined up and working well
• Be the gatekeeper of the framework tweaking and evolving as we grow and learn

What We’re Looking For:

• A solid background in operations, preferably with General Manager experience — Inns, pubs, restaurants, or hotels
• Someone hands-on, people-first, and buzzing with positive energy
• A natural coach and relationship builder, able to engage and influence in a down-to-earth, approachable way and can take people on the journey
• Organised, proactive, and brilliant at making complicated things feel simple
• A sharp eye for what good looks like, and the confidence to challenge when something’s not right
• Always thinking guest-first, and passionate about creating amazing experiences
• Happy to travel across our Inns, meet new people, and get stuck into the day-to-day
• Time to time take the reigns of a business if needed to help us put things right

What You’ll Get:

• A competitive salary and benefits package
• Company Car / Phone / Laptop
• The chance to shape and improve how our Inns run
• A varied, people-focused, never-dull role with loads of opportunity
• A welcoming, supportive team culture — where your voice matters
• Regular socials, get-togethers, and plenty of memorable moments in some cracking Inns

Ready to roll up your sleeves, make your mark, and help shape the future of our amazing Inns? Join us.