At a Glance
- Tasks: Lead operational excellence and improve hotel performance across 21 unique luxury properties.
- Company: Hand Picked Hotels, a family-owned group with stunning locations and a commitment to sustainability.
- Benefits: Competitive salary, generous holiday, career development, and exclusive discounts.
- Other info: Join a welcoming culture that values diversity and long-term friendships.
- Why this job: Make a real impact on guest experiences while driving operational improvements in a luxury setting.
- Qualifications: Extensive experience in hotel operations and strong project management skills.
The predicted salary is between 58500 - 71500 £ per year.
Hand Picked Hotels
Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE, and today still remains a family-owned group which has 21 unique luxury country houses and coastal retreats, each hand picked for their individuality.
Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location from Scotland to the Channel Islands, offering breathtaking views from vast countryside to expansive beaches, to lush woodlands.
Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel.
Whilst each hotel is individual, each property fulfils the company values of family, individuality, community and care, with a team commitment to aiming higher and delight their guests with magical experiences that offer a true escape from the every day.
Hand Picked Hotels are committed to protecting the environment for a sustainable future, and all of our hotels have received the ‘Green Tourism’ accreditation.
A Recognition of our progress in reducing energy use and waste, supporting biodiversity, and sourcing responsibly from local and ethical partners.
At Hand Picked Hotels, exceptional guest experiences are underpinned by strong operational standards, clear ways of working and the right support for our hotel teams.
As we continue to evolve our operating model, we are looking for a senior operational leader who can turn strategy into practical, scalable solutions across our collection of 21 hotels.
We are looking for an experienced Head of Operational Support to join us on an interim 12-month basis and play a pivotal role in strengthening how our hotels operate, perform and continuously improve.
This role will be based from our Corporate office in London with travel as required.
This is a broad, influential role working closely with Heads of Operations, General Managers and central support functions to develop and embed the frameworks, systems, governance and processes that enable consistent, efficient and high-performing hotel operations.
You will lead the development of Standard Operating Procedures, operating model optimisation, quality assurance and operational governance, while also driving strategic projects, productivity improvement and business insight across the portfolio.
This is an opportunity for someone who combines deep hotel operations experience with strong project and change leadership - someone who enjoys simplifying complexity, improving standards and giving operational teams the tools they need to deliver outstanding guest experiences and sustainable commercial performance.
Key Responsibilities
- Own and continuously improve SOPs across all operational functions, aligned to brand standards, company policy and best practice.
- Optimise the operating model, simplifying processes and creating scalable ways of working that improve efficiency, productivity and service delivery.
- Lead service excellence, quality assurance, audits and operational governance to drive consistent standards, compliance and guest experience.
- Lead company-wide operational projects and strategic initiatives from design through to implementation, coordinating cross-functional teams and measuring impact.
- Use operational and financial data, KPIs and benchmarking to identify opportunities and provide hotel leaders with practical insight and recommendations.
- Act as the central link between hotel operations and support functions, championing continuous improvement, accountability and operational excellence.
About You
- Significant experience in multi-site hospitality, hotel operations or operational excellence leadership within a premium or luxury environment.
- A proven track record of developing SOPs, operational standards, governance frameworks and business processes across multiple locations.
- Demonstrable success in operational improvement, quality assurance, transformation and change programmes, with strong project management capability.
- A strong understanding of hotel operations across rooms, food & beverage, guest services, spa and leisure, together with operating model and productivity experience.
- Commercial and analytical strength, using operational and financial data to shape decisions, improve performance and translate insight into action.
- Excellent stakeholder management, communication and influencing skills, with a practical continuous-improvement mindset and the resilience to drive new ways of working.
- Our Benefits
- Competitive salary package plus performance bonus (discussed at interview).
- Generous company pension & life assurance.
- 33 days holiday (including bank holidays) and enhanced sick pay.
- Access to wellbeing support through our Employee Assistance Programme.
- Ongoing career development with in-house and external training, including apprenticeships and industry-recognised courses.
- Colleague discounts on hotel stays, food & drink, and annual loyalty rewards.
- Access to retail and wellness discounts via our online benefits platform.
- A welcoming, inclusive culture where long-term friendships and diversity are celebrated.
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Head of Operational Support employer: Hand Picked Hotels Ltd
Hand Picked Hotels is an exceptional employer, offering a unique opportunity to lead spa operations across stunning luxury hotels in the UK. With a strong commitment to employee growth through extensive training programmes and a supportive work culture that values individuality and community, you will thrive in an environment that encourages creativity and excellence. Enjoy competitive benefits, including a generous holiday allowance and a focus on well-being, all while being part of a family-owned group dedicated to delivering magical experiences for guests.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operational Support
✨Get Your Foot in the Door with Walk-Ins
In the hospitality and food service game, a personal touch goes a long way. Instead of waiting for listings, why not walk into local restaurants, cafes, or hotels? Bring your best smile and a CV, and show them that you're eager to join their team right on the spot!
✨Tap into Seasonal Hiring Trends
With temporary roles often popping up during busy seasons, like summer or festive times, keep an eye out for openings as these businesses ramp up. Joining local community groups on social media can also help you stay ahead of the game: think pop-up events, seasonal fairs, or any openings in your area!
✨Utilise Your Network in the Industry
We all know people in the hospitality world, right? Now's the time to message those friends or acquaintances who might already be working in restaurants or bars. They could give you the insider scoop on who’s hiring or even put in a good word for you – it’s all about that inside connection!
✨Apply Through Us for Quick Visibility
Don't forget you can apply for temporary roles directly through our website! It’s not just about the big chain restaurants; many smaller, local places look there for quick hires. Plus, it helps us get you on the radar of employers looking for passionate workers like you, so what are you waiting for?
We think you need these skills to ace Head of Operational Support
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality-food-service game, your ability to connect with customers is key. Make sure to highlight any relevant experience in your CV, like working in cafes or restaurants, and emphasise your skills in teamwork and communication. Don't forget to mention any customer service training or certifications you've got under your belt!
Flexibility is Your Best Friend:Since this is a temporary role, you'll want to showcase your flexibility in your application. In your cover letter, mention your availability and willingness to work various shifts, including weekends or holidays. Employers love knowing they can rely on you during busy periods!
Bring Your Personality to the Front:In hospitality, it's not just about what you can do; it's about who you are! Let your personality shine through in your cover letter. A warm, engaging tone can really make your application stand out and show your potential to create a welcoming atmosphere for customers.
Include Relevant References:References can make a huge difference in the hospitality-field. Consider including a couple of references from previous employers or colleagues in your CV who can vouch for your customer service skills and ability to thrive in fast-paced environments. This adds credibility and elevates your application!
How to prepare for a job interview at Hand Picked Hotels Ltd
✨Show Off Your Customer Service Skills
In the hospitality-food-service sector, it's all about the customer experience. Be ready to discuss specific examples where you've gone above and beyond for a customer or handled a difficult situation. They’ll appreciate knowing that you can keep your cool and maintain a positive attitude even when things get a bit hectic!
✨Know Your Menu Inside and Out
Whether you're applying for a temporary role as a server or in the kitchen, it’s important to familiarise yourself with the menu and any signature dishes they serve at Hand Picked Hotels Ltd. During the interview, they might ask about your food and drink recommendations, so having a few tasty suggestions up your sleeve will show you're genuinely interested in contributing to the team.
✨Emphasise Your Flexibility
Temporary roles often require a bit of juggling with shifts and responsibilities. Be sure to convey your willingness to adapt and take on different roles as needed. Share instances where you’ve quickly switched tasks or taken the initiative to help out your colleagues, showing that you're a team player.
✨Dress the Part and Exude Personality
In hospitality, first impressions matter! Even for a temporary position, donning smart-casual attire can set the right tone. Plus, don't hold back on your personality – let your enthusiasm shine through, as they’re looking for someone who can mesh well with the team and create a welcoming atmosphere for guests.
