Head of Operations - Nidd Hall

Overview

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 experience 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. As Head of Operations, you'll play a crucial role in bringing that magic to life.

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.
• 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.

Qualifications

• 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.