Head of Operations

Overview

Join the team at Lakeside, a beautiful hotel on Hayling Island, part of the Warner Hotels Group. This location offers spa facilities, a cabaret restaurant, and scenic views overlooking a lake near the Hampshire coast. The Head of Operations role involves leading both front and back-of-house departments to ensure exceptional guest experiences.

Key Responsibilities

• Manage daily operations spanning reception, leisure club, spa, housekeeping, entertainment, and night teams to deliver flawless service from guest arrival to departure.
• Drive sales performance onsite by executing hotel-specific offers and collaborating on marketing initiatives with central teams to maximize revenue.
• Lead entertainment programming and ensure leisure club and spa meet brand standards including memberships and day services.
• Oversee housekeeping and night operations ensuring high service standards, guest satisfaction, and operational efficiency.
• Plan labor forecasting and staff schedules to control costs while maintaining adequate coverage for service excellence.
• Monitor and improve guest experiences including complaint management to uphold reputation and loyalty.
• Ensure total compliance with health and safety regulations across all departments, including leisure audits and lifeguard oversight.
• Recruit, train, develop, and manage performance of staff across all departments fostering teamwork, morale, and career progression.
• Identify and implement operational improvements and pilot new initiatives to enhance guest experience and commercial performance aligned with Head Office strategy.

Qualifications & Skills

• Extensive management experience in Reception or Front Desk within a high occupancy hotel environment.
• Proven success managing large bedroom operations alongside full-site operational delivery.
• Experience handling Online Travel Agent (OTA) relationships and distribution channel performance.
• Prior experience in Pre-Arrival, Payment, and Operations (PPO) is desirable.

About Warner Hotels

Warner Hotels is dedicated to nurturing the unique strengths and personalities of our employees, enabling them to thrive. We pride ourselves on more than accommodation; we offer memorable experiences where guests feel truly cared for and valued.

Inclusion & Support

Diversity, equity, and inclusion are core to our values. We welcome applications from diverse backgrounds and are open to discussing reasonable adjustments, including flexible hours, part-time roles, and job shares. We are committed to providing support throughout the recruitment process to ensure every candidate's success.

Additional Information

Please note unsolicited agency CVs will not be considered. For candidates requiring assistance during application, support is available. Make your next career move with Warner Hotels and help create remarkable stays for our guests.