Overview
Warner Hotels are looking for a Cluster Head of Operations to lead the teams at Sinah Warren and Lakeside hotels on Hayling Island.
The Cluster 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.
Distinctive in scope, the role combines daily operational delivery with strategic improvement to secure both immediate service excellence and long-term growth.
Key to the role is:
- Operational delivery: The Cluster Head of Operations will 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: The Cluster Head of Operations will provide oversight of entertainment delivery and calendar development; ensure leisure club and spa operations 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
- 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.
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.
To be our next Cluster Head of Operations, you’ll need to have:
- 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.
- Comfortable with managing operations across two distinct sites, and travel between them.
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 at: Warner.recruitment@warnerhotels.co.uk
Please note: Unsolicited CV’s from agencies will not be considered
Location: Sinah Warren Coastal Hotel, Sinah Warren, PO11 0BZ
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
