At a Glance
- Tasks: Lead operations at two stunning hotels, ensuring exceptional guest experiences and seamless service delivery.
- Company: Warner Hotels, a leader in hospitality with a focus on guest satisfaction and team development.
- Benefits: Competitive salary, inclusive culture, and opportunities for career growth and personal development.
- Other info: Diversity and inclusion are key values; flexible working arrangements available.
- Why this job: Join a dynamic team and make a real impact on guest experiences while driving operational excellence.
- Qualifications: Experience in hotel operations and a passion for delivering outstanding customer service.
The predicted salary is between 40000 - 50000 € per year.
Warner Hotels are looking for a Cluster Head of Operations to lead the teams at Sinah Warren and Lakeside hotels on Hayling Island. The Cluster 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. Distinctive 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 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.
- 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.
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.
- Comfortable with managing operations across two distinct sites, and travel between them.
Inclusion and Apply
Diversity, 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
Cluster Head of Operations employer: BOURNE HOLIDAYS LIMITED
Warner Hotels is an exceptional employer, offering a vibrant work culture that prioritises employee growth and development. As the Cluster Head of Operations on Hayling Island, you will lead dynamic teams across two stunning hotels, ensuring seamless guest experiences while benefiting from a supportive environment that values diversity and inclusion. With opportunities for strategic input and operational excellence, Warner Hotels fosters a collaborative atmosphere where your contributions directly impact both guest satisfaction and long-term success.
StudySmarter Expert Advice🤫
We think this is how you could land Cluster Head of Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching Warner Hotels and their operations. Understand their values and what makes them tick. This way, you can tailor your responses to show how you fit right into their culture and goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in managing large operations can enhance guest experiences at both Sinah Warren and Lakeside hotels. Confidence is key, so rehearse until it feels natural.
✨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 you’re genuinely interested in joining the Warner Hotels family.
We think you need these skills to ace Cluster Head of Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Cluster Head of Operations role. Highlight your experience in managing large teams and operational delivery, as this will show us you’re the right fit for the job.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about leading operations in a hotel environment. Share specific examples of how you've driven guest satisfaction and operational efficiency in your previous roles.
Showcase Your Leadership Skills:We want to see your leadership style! In your application, mention how you've successfully managed teams, resolved conflicts, and fostered a positive work environment. This will help us understand how you can lead our diverse teams at Sinah Warren and Lakeside.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at BOURNE HOLIDAYS LIMITED
✨Know the Operations Inside Out
Before your interview, make sure you understand the day-to-day operations of both the reception and leisure teams. Familiarise yourself with the specific challenges and successes of Warner Hotels, especially at Sinah Warren and Lakeside. This will help you demonstrate your operational expertise and show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
As a Cluster Head of Operations, you'll be leading multiple teams. Prepare examples of how you've successfully managed large teams in the past, focusing on your approach to training, development, and performance management. Highlight any strategies you've implemented that improved team morale or guest satisfaction.
✨Be Ready to Discuss Sales Strategies
Since driving sales performance is key to this role, come prepared with ideas on how to enhance on-site sales across leisure, spa, and entertainment. Think about previous experiences where you've successfully implemented marketing initiatives or improved revenue streams, and be ready to share those insights.
✨Emphasise Your Commitment to Guest Experience
Warner Hotels values guest experience highly, so be prepared to discuss how you've handled guest complaints and feedback in the past. Share specific examples of how you've turned negative experiences into positive outcomes, showcasing your dedication to maintaining high service standards.
