Head of Operations – Thoresby Hall Hotel

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. Here,you’refree to be yourself, make an impact, and thrive in a tight-knit team that createstruly uniqueguest 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. Based at the beautiful Thoresby Hall Hotel, a stunning Grade I listed country house set within Nottinghamshire’s historic estate grounds, you’ll be part of a team delivering exceptional experiences in one of Warner’s most iconic destinations.

AsHead of Operations,you’llplay a crucial role in bringing that magic to life.

Role Purpose:

TheHead of Operationsleads all front and back-of-house functions to deliver seamless guest experiences across Reception, Leisure, Spa, Housekeeping, Entertainment, and Nights teams.

With aGuest Heartedapproach, the role ensures service excellence while driving commercial performance through effective sales execution and collaboration with HUB teams. By applyingLimitless Thinking, the Head of Operationsidentifiesefficiencies, pilots new initiatives, and elevates leisure and entertainment propositions to meet brand standards and guest expectations. The positionowns its impactbymaintainingcompliance, safeguarding and reputation through complaint resolution, whilst balancing labour costs with operational quality. Success is achieved bywinning 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 alltouch-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;maintainservice 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 labourspendwhilemaintainingrequired 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 tomaintainengagement and retention.

Deputising and collaboration:Undertake Duty Management shifts, manage rotas, and deputise for senior leaders and the General Manager whenrequired; collaborate closely with HUB teams, Sales, Events, HR, and Marketing tomaintainbrand standards and business continuity.

Continuous improvement and strategy:Identifyoperational 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:Operatewithin 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 thearrival to departurejourney, and continuously elevates service standards.
• Identifies opportunities, efficiencies, and innovations across leisure, spa, entertainment, reception operations; confidently tests andpilotsnew 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 tomaintainbrand 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, andjoined updecision making.
• Creates an engaged,high performingenvironment rooted in teamwork, positive behaviours, and clear communication embodying “WinAsOne” every day.

Essential Experience

• Experience in Reception / Front Desk manager role in high occupancy hotel environment
• Proventrack recordof managing large bedroom operations and supportingfull siteoperational delivery.
• Experience managing OTA relationships and distribution performance.
• PPOexperiencedesirable.

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 mayrequire, 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 yourequireanyassistanceor reasonable adjustments while applying, pleasedon’thesitate to reach out to us at: Warner.recruitment@warnerhotels.co.uk

Please note:UnsolicitedCV’sfrom agencies will not be considered

Location: Thoresby Hall Hotel, Thoresby Hall, NG22 9WH