Operations & Guest Experience Leader

Berkshire News; Holme Lacy; On-site; GBP 70,000 - 100,000; Full time

Job summary

Warner Hotels at Holme Lacy House in Herefordshire seeks a Head of Operations to lead front and back-of-house functions across Reception, Leisure, Spa, Housekeeping, Entertainment and Nights. You will drive service excellence and commercial performance while maintaining brand standards.

You will recruit, develop and retain teams, deputise for the General Manager, and partner with HUB teams to deliver seamless guest experiences.

Qualifications

• Experience in Reception / Front Desk management in a high occupancy hotel.
• 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.
• Drive on-site sales and commercial initiatives to maximise revenue.
• Provide leadership for entertainment and leisure with calendar development.
• Lead housekeeping and nights to maintain service standards and efficiency.
• Forecast rotas and manage labour spend while ensuring coverage.
• Monitor guest experiences and lead complaint resolution to protect reputation.
• Ensure health and safety compliance across all departments.
• Recruit, train, and develop teams; foster retention.
• Deputise for senior leaders and collaborate with HUB teams.
• Identify operational efficiencies and pilot new initiatives.
• Govern procurement and financial sign-off within authority.

Skills

Front desk management

Operations leadership

OTA relationships

PPO experience

Job description

Warner Hotels at Holme Lacy House in Herefordshire seeks a Head of Operations to lead front and back-of-house functions across Reception, Leisure, Spa, Housekeeping, Entertainment and Nights. You will drive service excellence and commercial performance while maintaining brand standards.

You will recruit, develop and retain teams, deputise for the General Manager, and partner with HUB teams to deliver seamless guest experiences.