Head of Operations — Guest Experience & Growth Lead

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 a 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.

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

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 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.

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.

You'll need to have:

• Significant Managerial experience in Reception or Front Desk in a high occupancy hotel environment
• Proventrack recordof managing large bedroom operations and supportingfull siteoperational delivery.
• Experience managing OTA relationships and distribution performance.
• PPOexperiencedesirable.

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’remore than just a place to stay,we’rea place where guests come to make memories, discover new experiences, and feeltruly caredfor.

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 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