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- Tasks: Lead operations to create unforgettable guest experiences in a stunning hotel setting.
- Company: Join Warner Hotels, a vibrant team dedicated to unique guest experiences.
- Benefits: Enjoy competitive pay, career growth, and a supportive work environment.
- Why this job: Make a real impact while nurturing your leadership skills in hospitality.
- Qualifications: Experience in hotel operations and a passion for guest service.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239‑bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country. Looking to take the next step in your leisure career? At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you’re free to be yourself, make an impact, and thrive in a tight‑knit team that creates truly unique guest experiences.
As Head of Operations, you’ll play a crucial role in bringing that magic to life.
Role PurposeThe Head of Operations leads all front and back‑of‑house functions to deliver seamless guest experiences across Reception, Leisure, Spa, Housekeeping, Entertainment, and Nights teams. With a Guest‑Hearted approach, the role ensures service excellence while driving commercial performance through effective sales execution and collaboration with HUB teams. By applying Limitless Thinking, the Head of Operations identifies efficiencies, pilots new initiatives, and elevates leisure and entertainment propositions to meet brand standards and guest expectations. The position owns its impact by maintaining compliance, safeguarding reputation through complaint resolution, whilst balancing labour costs with operational quality. Success is achieved by winning as one, recruiting, developing, and inspiring teams, fostering collaboration, and deputising for senior leaders to ensure business continuity.
Scope and ImpactDistinctive in scope, the role combines daily operational delivery with strategic improvement to secure both immediate service excellence and long‑term growth.
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; escalates issues outside delegated authority to the General Manager.
Makes choices that prioritise guest needs and champions a culture of warm, effortless service across all operational teams. Anticipates guest pain points, removes friction from the arrival to departure journey, and continuously elevates service standards. Identifies opportunities, efficiencies, and innovations across leisure, spa, entertainment, reception operations; confidently tests and pilots new ideas. Owns the operational P&L, revenue performance, labour control, and local sales execution, making balanced decisions that protect both guest experience and commercial outcomes. Applies strong understanding of front desk, housekeeping, nights, leisure, spa, entertainment operations to maintain brand standards and seamless daily delivery. Uses systems insights, guest data, and operational metrics to inform decisions on staffing, experience, and commercial performance. Maintains full accountability for health & safety, safeguarding, licensing, audit readiness, and operational risk across all departments. Coaches, motivates, and inspires large, multidisciplinary teams; builds succession strength and nurtures future leaders. Works effectively with HUB teams and onsite leaders, breaking down silos to deliver consistent brand standards, seamless operations, and joint‑up decision making. Creates an engaged, high‑performing environment rooted in teamwork, positive behaviours, and clear communication embodying “Win As One” every day.
Essential Experience- 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.
Ready to discover your glow? Be part of something more than a hotel — where your personality shines and your ideas matter.
Inclusion StatementDiversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part‑time or a job‑share. We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don’t hesitate to reach out to us at: Warner.recruitment@warnerhotels.co.uk
Please note: Unsolicited CVs from agencies will not be considered.
Head of Operations NEW Posted today Cricket St Thomas employer: Berkshire News
Contact Detail:
Berkshire News Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operations NEW Posted today Cricket St Thomas
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who might know someone at Warner Hotels. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by researching Warner Hotels and their values. Show us how your experience aligns with our guest-hearted approach and limitless thinking. We love candidates who can connect their skills to our mission!
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on articulating your past experiences and how they relate to the Head of Operations role. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in being part of our team at Warner Hotels.
We think you need these skills to ace Head of Operations NEW Posted today Cricket St Thomas
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Operations role. Highlight your experience in managing large teams and operational delivery, as this is key for us at Warner Hotels.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for guest experience and how you embody our values. Let us know why you're excited about the opportunity to lead operations at Cricket St Thomas.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. We love to see how you've driven sales performance or improved guest satisfaction!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Warner Hotels.
How to prepare for a job interview at Berkshire News
✨Know the Company Inside Out
Before your interview, take some time to research Warner Hotels and Cricket St Thomas. Understand their values, mission, and what makes them unique in the hospitality industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As the Head of Operations, you'll be leading a diverse team. Prepare examples from your past experiences where you've successfully managed teams, resolved conflicts, or improved operational efficiency. Highlight how you foster collaboration and inspire others to achieve their best.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and guest experience focus. Think of specific scenarios where you've had to handle guest complaints or improve service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Demonstrate Your Commercial Acumen
The role requires a strong understanding of financial performance and sales execution. Be ready to discuss how you've driven revenue in previous roles, managed budgets, or implemented successful marketing initiatives. Show that you can balance guest satisfaction with commercial outcomes.