At a Glance
- Tasks: Lead operations at two stunning hotels, ensuring exceptional guest experiences and seamless service delivery.
- Company: Warner Hotels, known for their commitment to diversity and inclusion.
- Benefits: Competitive salary, flexible working options, and opportunities for personal development.
- Other info: Join a supportive team that values your input and encourages growth.
- Why this job: Make a real impact on guest satisfaction while leading dynamic teams in a vibrant environment.
- Qualifications: Experience in hotel operations and a passion for delivering outstanding 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 in Hampshire 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, you will lead dynamic teams at our picturesque Hayling Island locations, enjoying unique benefits such as a focus on work-life balance, comprehensive training programmes, and a commitment to diversity and inclusion. Join us to make a meaningful impact on guest experiences while advancing your career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Cluster Head of Operations in Hampshire
✨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 operations. Understand their values and how they deliver guest experiences. This will help you tailor your answers and show you're genuinely interested.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, not like you're reading from a script. Role-play with a friend if you can!
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Cluster Head of Operations in Hampshire
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 operations across multiple sites and any relevant achievements in guest satisfaction.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've driven operational excellence and improved guest experiences in previous positions.
Showcase Your Leadership Skills:As a Cluster Head of Operations, leadership is key. Be sure to mention your experience in recruiting, training, and developing teams, as well as how you've fostered teamwork and morale in past roles.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to review your application and get back to you quickly!
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 each department at Sinah Warren and Lakeside hotels. This will help you demonstrate your operational knowledge and show that you're ready to lead effectively.
✨Showcase Your Sales Savvy
Since driving on-site sales performance is key, prepare examples of how you've successfully implemented marketing initiatives or improved revenue in previous roles. Be ready to discuss your experience with OTA relationships and how you can leverage them to boost sales at Warner Hotels.
✨Emphasise Team Management Skills
As a Cluster Head of Operations, you'll be managing diverse teams. Highlight your experience in recruiting, training, and developing team members. Share specific instances where you've fostered teamwork and morale, as well as how you've handled performance management to ensure high standards across all departments.
✨Prepare for Guest Experience Scenarios
Expect questions about guest experience and complaint resolution. Think of examples where you've enhanced guest satisfaction or resolved complaints effectively. This will show your commitment to maintaining service excellence and protecting the hotel's reputation.
