Job title: Head of Operations

Job Description

  • Location: West Dorset, England

  • Salary: £80,000 to £100,000 per annum, depending on experience

  • Contract: Full-time, permanent

  • Working Pattern: Seven-day operation. Flexible approach to working hours, including evenings, weekends and bank holidays in line with business needs.

  • Reporting To: Managing Director

  • Direct Reports: Head of Guest Relations, Executive Housekeeper, Spa Supervisor, Wellness Supervisor, Head of Food & Beverage, Head Chef, Wine Manager

  • Right to Work: Existing right to live and work in the UK required. Full UK driving licence required.

Overview

Oplu is leading the search for a Head of Operations to run the guest-facing operation of an established luxury country hotel and wellness retreat set within a working estate in West Dorset.

Reporting to the Managing Director, the Head of Operations leads the day-to-day running of hospitality across seven departments: Guest Relations and Reservations, Housekeeping, Spa, Wellness, Food and Beverage, Kitchen, and Wine.

The estate operates on sustainable and regenerative principles, with its own vineyards, kitchen garden and farm-to-table food. The hotel sits within grounds that include grassland, woodland, landscaped gardens and lakes.

This is a senior appointment with accountability for departmental budgets, revenue, costs and margins across the hospitality operation, in partnership with Finance and Sales and Marketing. The successful candidate will deputise for the Managing Director when required.

Who This Role Suits

This opportunity is suited to a senior hospitality professional with at least five years' operations management experience in luxury hotels, resorts or spa properties, with a proven track record of leading multiple departments simultaneously.

Relevant backgrounds include:

  • Head of Operations or Director of Operations at a luxury country-house hotel.

  • Operations Director at a wellness retreat or spa hotel.

  • Hotel Manager or Deputy General Manager at a comparable luxury property.

  • Executive Assistant Manager at a five-star hotel with proven experience across rooms, food and beverage, and spa operations.

The ideal candidate is a confident coach, a calm decision-maker and financially literate, with a genuine interest in sustainable and regenerative hospitality.

They will be comfortable deputising for the Managing Director and working within the demands of a seven-day luxury country hotel operation.

Key Responsibilities

Operational Leadership

  • Lead the day-to-day operation of all hospitality departments, ensuring they run smoothly, safely and to the hotel's standards, seven days a week.

  • Empower each Head of Department to take ownership of their area, setting clear goals, delegating authority and holding them accountable for results.

  • Hold regular operations meetings and one-to-one meetings with direct reports to agree priorities, review performance and resolve challenges.

  • Plan ahead for occupancy, events, private groups and retreats, ensuring every department is appropriately resourced and prepared.

  • Implement and manage clear standard operating procedures and sign-off processes across all operational areas.

  • Act as the senior escalation point on site, working closely with the Duty Management team on cover and incidents.

Guest Experience and Service Standards

  • Oversee the end-to-end guest journey, from reservation to departure, delivering a consistent luxury experience across every department.

  • Set, monitor and audit service standards, respond to guest feedback and reviews, and drive continuous improvement.

  • Work with the Head of Food & Beverage, Head Chef and Wine Manager to deliver dining and wine experiences that reflect the estate's farm-to-table ethos.

  • Collaborate with the Head of Farming to incorporate estate-grown produce into the culinary offering.

  • Work with the Spa and Wellness Supervisors to develop and deliver the spa and wellness experience.

  • Maintain exceptional presentation and guest readiness across the property, coordinating with the Executive Housekeeper and Head of Facilities and Estate.

People Leadership

  • Lead, coach and develop Heads of Department, strengthening their capabilities and building succession within their teams.

  • Work with People and Culture on recruitment, onboarding, training, performance reviews, absence management and disciplinary matters.

  • Ensure staffing levels, rotas and labour costs are planned and managed efficiently across departments.

  • Oversee compliance with required training and qualifications, including food hygiene, first aid and licensing.

  • Champion the hotel's culture, encourage cross-departmental collaboration and promote employee engagement.

Financial and Commercial Management

  • Work with Finance to establish and manage departmental budgets, monitor revenue, costs and margins, and take corrective action where necessary.

  • Ensure invoices are approved correctly and purchasing follows established procedures.

  • Oversee supplier relationships, stock control and inventories across food and beverage, wine, spa and housekeeping.

  • Work with Sales and Marketing on occupancy, pricing, packages, events and brand collaborations, ensuring operational capacity aligns with commercial commitments.

  • Prepare regular operational and financial performance reports for the Managing Director.

Systems, Processes and Compliance

  • Implement and maintain operational systems, including property management, reservations and spa booking platforms.

  • Ensure relevant teams are trained and confident in using operational systems.

  • Maintain accurate health and safety records, risk assessments and quality assurance documentation.

  • Oversee asset inventory records across departments.

  • Ensure supplier agreements and contracts are reviewed and approved through appropriate procedures.

  • Maintain compliance with relevant legislation, including licensing, food safety, allergen management and data protection.

Health and Safety

  • Take overall responsibility for health and safety across hospitality, working with the Health and Safety Consultant and Head of Facilities and Estate.

  • Ensure risk assessments, COSHH, fire safety and food safety procedures are implemented, reviewed and followed.

  • Oversee the reporting, investigation and resolution of accidents, incidents and near misses.

  • Ensure allergen management and licensing requirements are met and the hotel remains inspection-ready.

  • Lead by example and promote a positive safety culture across all teams.

Requirements

Must-haves

  • At least five years' senior operations management experience within luxury hospitality, including hotels, resorts or spa properties.

  • Proven experience leading multiple departments and managing senior departmental managers.

  • Strong financial and commercial acumen, including budgets, P&L management and labour cost control.

  • Excellent leadership, coaching and communication skills.

  • Confident decision-making, problem-solving abilities and exceptional attention to detail.

  • Strong IT proficiency, including Microsoft Office and hotel systems such as PMS and EPOS.

  • Full UK driving licence.

  • Existing right to live and work in the UK.

Strong Advantage

  • Degree or professional qualification in Hospitality Management or a related discipline.

  • Level 3 Food Safety qualification and First Aid certification.

  • Previous experience within luxury wellness retreats, spa hotels or country estate environments.

  • Experience supporting operational development within a growing or changing hospitality business.

Personal Attributes

  • Proactive and solutions-focused.

  • Calm and composed under pressure.

  • Strong commitment to exceptional guest experiences.

  • Respectful, fair and collaborative leadership style.

  • Ability to build productive working relationships across departments.

  • Strong work ethic, accountability and professional integrity.

  • Genuine interest in sustainable and regenerative hospitality.

Application Process

Apply confidentially via the form on this page.

Only shortlisted candidates will be contacted. If you do not hear from us within 14 days, please consider your application unsuccessful on this occasion.