At a Glance
- Tasks: Lead operations across luxury hotels, ensuring exceptional guest experiences and financial performance.
- Company: Hand Picked Hotels, a family-owned group with unique luxury properties across the UK.
- Benefits: Competitive salary, generous holiday, private medical insurance, and ongoing career development.
- Other info: Inclusive culture celebrating diversity and long-term friendships.
- Why this job: Join a passionate team dedicated to creating magical experiences in stunning locations.
- Qualifications: Significant multi-site hospitality leadership experience and strong commercial acumen required.
The predicted salary is between 56700 - 69300 £ per year.
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.
We are looking for an exceptional Head of Operations to lead a division of our hotel portfolio, delivering outstanding commercial performance, operational excellence and guest experiences across Hand Picked Hotels.
This is a new role to support with the ongoing transformation and change journey within Hand Picked Hotels.
Reporting to the Chief Operating Officer and leading through our General Managers, you will have full accountability for the commercial, financial, operational, people and guest experience performance of your division.
This is a senior, multi-site leadership role with responsibility for delivering hotel budgets and operational KPIs, building leadership capability and ensuring our strategy, operating model and brand standards are consistently translated into exceptional hotel performance.
Working closely with central support teams across Property, Commercial, Finance and People, you will be the critical link between our hotels and Support Office, driving sustainable performance while creating an engaged, high-performing culture.
This is an exciting opportunity for a commercially focused, people-led hospitality leader who combines strong operational judgement with a genuine passion for developing teams and delighting guests.
Key Responsibilities
- Own the divisional P&L, ensuring hotels deliver agreed revenue, profit, EBITDA, cash flow, budget and operational KPI targets.
- Lead, coach and hold General Managers accountable for hotel performance, creating clear expectations and driving consistent delivery of business objectives and brand standards.
- Drive commercial and operational performance through productivity improvement, effective cost management, strong decision-making and a continual focus on sustainable profitability.
- Build leadership capability through succession planning, talent development, performance management and coaching, creating a strong pipeline of future leaders.
- Champion a people-centric, high-performance culture that promotes engagement, accountability, continuous improvement and colleague development across the division.
- Ensure every hotel consistently delivers exceptional guest experiences, using guest feedback and performance insight to address service, quality and operational opportunities.
- Maintain high standards of operational execution and asset performance across rooms, Food & Beverage, spa, leisure and property operations, while championing health, safety, wellbeing and compliance.
- Lead the implementation of company strategy, governance requirements and change initiatives, collaborating with the Chief Operating Officer and central support teams to embed new ways of working.
About You
- Significant multi-site hospitality leadership experience within premium or luxury hotel environments.
- A proven track record of leading General Managers and senior operational teams with full P&L accountability.
- Strong commercial acumen, with demonstrable success in delivering revenue growth, profitability and operational excellence across multiple properties.
- A deep understanding of hotel operations, including rooms, Food & Beverage, guest services, spa, leisure and property operations.
- An inspiring leadership style, with strong capability in coaching, succession planning, talent development and building high-performing teams.
- The ability to interpret financial and operational performance data, identify opportunities and translate insight into confident action.
- Experience operating within a matrix structure and building collaborative relationships across hotel operations and central support functions.
- A strong understanding of health & safety legislation, operational governance and compliance within a multi-site hospitality environment.
- Excellent communication, stakeholder management and influencing skills, with the confidence to operate effectively with senior leaders and key stakeholders.
- Resilience, adaptability and a proven ability to lead organisational change and embed new ways of working in a dynamic environment.
Our Benefits
- Competitive salary package plus performance bonus (discussed at interview).
- Generous company pension, private medical insurance & 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 Operations employer: Hand Picked Hotels Ltd
Hand Picked Hotels is an exceptional employer, offering a unique opportunity to work in the stunning Nutfield Priory Hotel & Spa, where the blend of historical charm and modern luxury creates an inspiring environment for personal and professional growth. With a strong emphasis on employee well-being, competitive pay, and ongoing training, our inclusive culture fosters long-lasting friendships and celebrates diversity, making it a truly rewarding place to thrive in your hospitality career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Hand Picked Hotels Ltd. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Hand Picked Hotels Ltd
Don't be shy about reaching out to Hand Picked Hotels Ltd directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Hand Picked Hotels Ltd and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Hand Picked Hotels Ltd
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
