Senior Operations Manager

Scarlet Hotel; Newquay; On-site; GBP 42,000 - 46,000; Full time

Benefits offered by this job

Salary: £42,000 – £46,000 per annum

Permanent, full‑time contract

People‑centric working environment

Learning, development & internal prog.

28 days’ holiday +1 after year

Long service award

40% off food & drink + team discounts

Health Shield Healthcare Plan

On‑site accommodation & parking

Job summary

Scarlet Hotel is seeking a Senior Operations Manager – Rooms & Guest Experience to oversee Reception, Guest Experience, Housekeeping, Create activities and Retail across Bedruthan and Scarlet. You will drive high standards, ensure clubs of guests enjoy memorable stays and lead a guest‑first operation in a premium hotel environment.

Lead by example, develop teams, optimise service delivery and maintain immaculate presentation while driving commercial performance and guest satisfaction across both

Qualifications

• Senior Operational Leadership in a high‑quality hotel, hospitality or guest‑experience environment.
• Team Management — Experience leading Reception, Guest Experience, Housekeeping and guest‑facing teams.
• Exceptional Communication — Strong written and verbal English.
• Hotel Presentation Expertise — Deep understanding of cleanliness, hygiene, room standards and guest journey delivery.
• Commercial Awareness — Labour planning, stock control, sales opportunities and budget management.
• Organisational Strength — Confident with systems, reporting and operational planning.
• Attention to Detail — Literacy, numeracy and precision.
• Self‑Direction — Ability to independently manage workload and priorities.
• Lead by Example — Demonstrated ability to inspire and motivate teams.

Responsibilities

• Lead Reception, Guest Experience, Housekeeping, Create activities and Retail with clarity and a guest‑first mindset.
• Nurture teams through presence, coaching and practical support to build a stable, energised and professional environment.
• Deliver seamless service, spotless presentation and joyful guest experiences at all times.
• Create an efficient, flexible workforce able to support both hotels.
• Ensure activities & Retail are distinctive, well‑hosted and commercially aware.
• Champion sustainable practices to protect the business for future generations.
• Review and refine standards, processes and guest journey delivery.

Skills

Senior Operational Leadership

Team Management

Exceptional Communication

Hotel Presentation Expertise

Commercial Awareness

Organisational Strength

Attention to Detail

Self-Direction

Lead by Example

Job description

Senior Operations Manager – Rooms & Guest Experience

Salary: £42,000 – £46,000 • Permanent Contract • Bedruthan and/or Scarlet • Full‑time

Role Purpose

The Senior Operations Manager – Rooms & Guest Experience is a pivotal leadership role responsible for shaping how guests arrive, stay, explore and remember their time with us. Overseeing Reception, Guest Experience, Housekeeping, Create activities and Retail, this role ensures our hotels are beautifully presented, warmly hosted, commercially effective and consistently aligned with the spirit of Red Hotels.

Working closely with the Group Sales & Revenue Leader, you will deliver uncompromising operational standards, exceptional presentation, seamless service delivery and memorable guest experiences across both properties.

Responsible For

Leadership and operational excellence across Reception, Guest Experience, Housekeeping, Create activities and Retail — ensuring high‑quality service, commercial performance, team development and consistent guest satisfaction.

Principal Purpose

To lead guest‑facing operational areas with clarity, confidence and warmth. You will evaluate and elevate service standards, own guest review platforms, respond thoughtfully to feedback and drive meaningful improvements across both hotels.

You will ensure our stage is always set — immaculate presentation, welcoming arrival experiences, joyful moments throughout each stay, and a consistent operational plan that supports collaboration, efficiency and commercial success.

Key Priorities

• Operational Leadership — Lead Reception, Guest Experience, Housekeeping, Create activities and Retail with clarity, confidence and a guest‑first mindset.

• Team Development — Nurture teams through presence, coaching and practical support to build a stable, energised and professional environment.

• Guest Experience Excellence — Deliver seamless service, spotless presentation and joyful guest experiences at all times.

• Agile Workforce Planning — Create an efficient, flexible workforce able to support both hotels.

• Create Activities & Retail Leadership — Ensure these areas are distinctive, well‑hosted, commercially aware and aligned with the Red Hotels ethos.

• Sustainability Focus — Champion sustainable practices to protect the business for future generations.

• Continuous Improvement — Review and refine standards, processes and guest journey delivery.

Required Skills & Qualifications

• Senior Operational Leadership in a high‑quality hotel, hospitality or guest‑experience environment.

• Team Management — Experience leading Reception, Housekeeping and guest‑facing teams.

• Exceptional Communication — Strong written and verbal English.

• Hotel Presentation Expertise — Deep understanding of cleanliness, hygiene, room standards and guest journey delivery.

• Commercial Awareness — Labour planning, stock control, sales opportunities and budget management.

• Organisational Strength — Confident with systems, reporting and operational planning.

• Attention to Detail — Demonstrated literacy, numeracy and precision.

• Self‑Direction — Ability to independently manage workload and priorities.

• Lead by Example — Demonstrated ability to inspire and motivate teams.

Desired Skills & Qualifications

• Experience managing activities, events, retail or experience‑led programming.

• Previous experience in multisite, high‑end or independent hotel environments.

• Knowledge of COSHH, Health & Safety, or First Aid.

• Experience with Guestline or PMS systems.

• Experience in coaching, mentoring, stock management, merchandising or retail sales.

Attitudes & Behaviours

• Clear Communicator

• Naturally Inquisitive

• Guest‑Focused

• Positive & Solutions‑Focused

• Calm Under Pressure

• Empathetic & Collaborative

• Standards‑Driven

• Resilient & Self‑Motivated

• Actively Caring

• Consistent & Confidential

Salary & Benefits

We reward senior leadership, operational excellence and guest‑experience impact with a comprehensive benefits package:

• £42,000 – £46,000 per annum

• Permanent, full‑time contract

• People‑centric working environment

• Learning, development & internal progression opportunities

• 28 days’ holiday, plus an extra day after your first year

• Long service award — enjoy a night’s stay on us

• 40% off food & drink + team discounts across hotel services

• Local partnership discounts & Health Shield Healthcare Plan

• Temporary on‑site team accommodation & free parking, team socials & celebration events

Be Part of Something Special

Join a leadership team that shapes the heart of the guest experience. As Senior Operations Manager – Rooms & Guest Experience, you’ll ensure our hotels feel exceptional from the moment guests arrive to the moment they leave — beautifully presented, warmly hosted and unforgettable. If you’re ready to lead with clarity, confidence and purpose, we’d love to hear from you.