Cluster Head of Operations (Sinah Warren and Lakeside) - Sinah Warren in Essex

Join our team at Sinah Warren, part of the Warner Hotels Group. Set within magnificent grounds, Sinah Warren is a beautiful, coastal, 258-bedroom hotel with a theatre, purpose-built spa, and leisure facilities (including gym and both indoor and outdoor pools), restaurant and bar located on Hayling Island off the Hampshire coast close to Portsmouth.

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.

Key to the role is:

• 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.

To be our next Cluster Head of Operations, you'll need to have:

• 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.
• Comfortable with managing operations across two distinct sites, and travel between them.

Inclusion Statement: 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.