At a Glance
- Tasks: Lead operations to create unforgettable guest experiences at our stunning hotel.
- Company: Join Warner Hotels, a vibrant team dedicated to making memories.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Diversity and inclusion are at our core; we welcome all applicants.
- Why this job: Be the magic behind exceptional guest experiences in a beautiful setting.
- Qualifications: Proven managerial experience in high-occupancy hotel environments.
The predicted salary is between 40000 - 50000 £ per year.
Join our team at Nidd Hall, part of the Warner Hotels Group. This 199-bedroom historic hotel is set in 45 acres of gardens with a fishing lake and stunning Yorkshire countryside views. Following an internal promotion, Warner Hotels are looking for a Head of Operations to lead all front and back-of-house functions at Nidd Hall. The Head of Operations is responsible for leading teams to deliver seamless guest experiences across the 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.
What will I be doing as Head of Operations?
- 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 (including memberships and day spa services) 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.
- 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.
You'll need to have:
- Significant managerial experience in Reception or Front Desk in a 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.
Looking to take the next step in your career? At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. At Warner Hotels, we’re more than just a place to stay, we’re a place where guests come to make memories, discover new experiences, and feel truly cared for.
Ready to discover your glow? Be part of something more than a hotel — where your personality shines and your ideas matter.
Inclusion Statement: Diversity, equity, and inclusion are at the heart of who we are and what we do. 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
Please note: Unsolicited CVs from agencies will not be considered.
Head of Operations — Guest Experience & Growth Lead in Harrogate employer: Warner Hotels
At Warner Hotels, we pride ourselves on creating a vibrant and inclusive work environment where every team member can thrive. As the Head of Operations at Nidd Hall, you'll not only lead a dedicated team in delivering exceptional guest experiences but also benefit from our commitment to employee growth through training and development opportunities. Nestled in the picturesque Yorkshire countryside, our historic hotel offers a unique setting that fosters creativity and collaboration, making it an ideal place for those looking to make a meaningful impact in the hospitality industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations — Guest Experience & Growth Lead in Harrogate
✨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
Show off your personality! When you get the chance for an interview or informal chat, let your unique strengths shine through. Remember, they’re looking for someone who fits into their vibrant culture.
✨Tip Number 3
Do your homework! Familiarise yourself with Nidd Hall and its operations. Knowing the ins and outs of their guest experience will help you stand out as a candidate who’s genuinely interested.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Warner Hotels family.
We think you need these skills to ace Head of Operations — Guest Experience & Growth Lead in Harrogate
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about creating memorable guest experiences and leading a fantastic team.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience in hotel operations and guest services. We love seeing how your background aligns with our needs, so don’t hold back on those achievements!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to read and understand. No need for fluff—just the good stuff!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Nidd Hall!
How to prepare for a job interview at Warner Hotels
✨Know the Hotel Inside Out
Before your interview, make sure you research Nidd Hall and the Warner Hotels Group thoroughly. Familiarise yourself with their services, guest experience philosophy, and any recent news or changes. This will not only show your genuine interest but also help you tailor your answers to align with their values.
✨Showcase Your Leadership Skills
As a Head of Operations, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully led teams, improved operations, or enhanced guest satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle guest complaints or operational challenges. Think of specific scenarios you've faced in previous roles and how you resolved them. This will highlight your critical thinking and adaptability, which are crucial for this position.
✨Emphasise Continuous Improvement
The role involves identifying operational efficiencies and implementing improvements. Be ready to discuss your approach to continuous improvement and share any successful initiatives you've led in the past. This will demonstrate your strategic mindset and commitment to enhancing guest experiences.
