At a Glance
- Tasks: Lead operations to create unforgettable guest experiences at a stunning Victorian hotel.
- Company: Join Warner Hotels, a vibrant team dedicated to making memories for guests.
- Benefits: Enjoy competitive pay, career growth, and a supportive work environment.
- Other info: Diverse and inclusive workplace where your ideas truly matter.
- Why this job: Be the driving force behind exceptional service and innovative leisure experiences.
- Qualifications: Experience in hotel operations and a passion for guest satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
Join our team at Bodelwyddan Castle, part of the Warner Hotels Group. This Grade II listed Victorian building near the North Wales Coast houses a modern 238-bedroom hotel with a superb range of leisure facilities and numerous daily activities. Looking to take the next step in your leisure career? At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you're free to be yourself, make an impact, and thrive in a tight-knit team that creates truly unique guest experiences. 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.
Role Purpose: The 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. With a Guest Hearted approach, the role ensures service excellence while driving commercial performance through effective sales execution and collaboration with HUB teams. By applying Limitless Thinking, the Head of Operations identifies efficiencies, pilots new initiatives, and elevates leisure and entertainment propositions to meet brand standards and guest expectations. The position owns its impact by maintaining compliance, safeguarding and reputation through complaint resolution, whilst balancing labour costs with operational quality. Success is achieved by winning as one, recruiting, developing, and inspiring teams, fostering collaboration, and deputising for senior leaders to ensure business continuity. 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 (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.
- Deputising and collaboration: Undertake Duty Management shifts, manage rotas, and deputise for senior leaders and the General Manager when required; collaborate closely with HUB teams, Sales, Events, HR, and Marketing to maintain brand standards and business continuity.
- 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.
- Governance: Operate within approved financial sign-off limits and procurement processes; escalate issues outside delegated authority to the General Manager.
Behaviours and Essential Skills: Makes choices that prioritise guest needs and champions a culture of warm, effortless service across all operational teams. Anticipates guest pain points, removes friction from the arrival to departure journey, and continuously elevates service standards. Identifies opportunities, efficiencies, and innovations across leisure, spa, entertainment, reception operations; confidently tests and pilots new ideas. Owns the operational P&L, revenue performance, labour control, and local sales execution, making balanced decisions that protect both guest experience and commercial outcomes. Applies strong understanding of front desk, housekeeping, nights, leisure, spa, entertainment operations to maintain brand standards and seamless daily delivery. Uses systems insights, guest data, and operational metrics to inform decisions on staffing, experience, and commercial performance. Maintains full accountability for health & safety, safeguarding, licensing, audit readiness, and operational risk across all departments. Coaches, motivates, and inspires large, multidisciplinary teams; builds succession strength and nurtures future leaders. Works effectively with HUB teams and onsite leaders, breaking down silos to deliver consistent brand standards, seamless operations, and joined up decision making. Creates an engaged, high performing environment rooted in teamwork, positive behaviours, and clear communication embodying 'Win As One' every day.
Essential Experience: 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.
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. 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.
Head of Operations employer: Warner Hotels
At Warner Hotels, located in the stunning Bodelwyddan Castle, we pride ourselves on fostering a vibrant work culture that champions individuality and teamwork. As an employer, we offer exceptional growth opportunities, comprehensive training, and a supportive environment where your contributions truly matter, all while being part of a unique setting that enhances both guest and employee experiences. Join us to not only advance your career but also to be part of a community dedicated to creating memorable moments for our guests.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the leisure and hospitality industry. Attend events, join relevant groups, and don’t be shy about asking for introductions. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Warner Hotels and understanding their values. Think about how your experience aligns with their mission of creating unique guest experiences. Show them you’re not just another candidate, but someone who truly gets what they’re about!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. Focus on articulating your past experiences and how they relate to the Head of Operations role. The more comfortable you are speaking about your skills, the more confident you’ll feel during the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Warner Hotels team. Let’s get you that dream job!
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the Head of Operations role. We want to see how your unique strengths can contribute to our team at Warner Hotels!
Showcase Your Guest-Centric Approach:In your application, emphasise your commitment to delivering exceptional guest experiences. Share examples of how you've gone above and beyond in previous roles to create memorable moments for guests.
Highlight Leadership Skills:As a Head of Operations, you'll be leading diverse teams. Make sure to include any relevant leadership experience and how you've inspired and developed your teams in the past. We love seeing candidates who can motivate others!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Bodelwyddan Castle!
How to prepare for a job interview at Warner Hotels
✨Know the Venue Inside Out
Before your interview, take some time to research Bodelwyddan Castle and Warner Hotels. Familiarise yourself with their values, guest experiences, and unique offerings. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As the Head of Operations, you'll be leading diverse teams. Prepare examples from your past experiences where you've successfully managed teams, resolved conflicts, or improved service delivery. Highlight how you foster collaboration and inspire others to achieve excellence.
✨Demonstrate Your Guest-Centric Approach
Warner Hotels prides itself on a 'Guest Hearted' approach. Be ready to discuss how you've prioritised guest needs in previous roles. Share specific instances where you've enhanced guest experiences or resolved complaints effectively, showcasing your commitment to service excellence.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and operational knowledge. Think about potential challenges you might face in this role, such as managing high occupancy or ensuring compliance. Practise articulating your thought process and solutions clearly.
