Senior Operations Manager – Rooms & Guest Experience
Salary: £42,000 – £46,000 • Permanent Contract • Bedruthan and/or Scarlet • Full‑time
Role Purpose
The Senior Operations Manager – Rooms & Guest Experience is a pivotal leadership role responsible for shaping how guests arrive, stay, explore and remember their time with us. Overseeing Reception, Guest Experience, Housekeeping, Create activities and Retail, this role ensures our hotels are beautifully presented, warmly hosted, commercially effective and consistently aligned with the spirit of Red Hotels.
Working closely with the Group Sales & Revenue Leader, you will deliver uncompromising operational standards, exceptional presentation, seamless service delivery and memorable guest experiences across both properties.
Responsible For
Leadership and operational excellence across Reception, Guest Experience, Housekeeping, Create activities and Retail — ensuring high‑quality service, commercial performance, team development and consistent guest satisfaction.
Principal Purpose
To lead guest‑facing operational areas with clarity, confidence and warmth. You will evaluate and elevate service standards, own guest review platforms, respond thoughtfully to feedback and drive meaningful improvements across both hotels.
You will ensure our stage is always set — immaculate presentation, welcoming arrival experiences, joyful moments throughout each stay, and a consistent operational plan that supports collaboration, efficiency and commercial success.
Key Priorities
Operational Leadership — Lead Reception, Guest Experience, Housekeeping, Create activities and Retail with clarity, confidence and a guest‑first mindset.
Team Development — Nurture teams through presence, coaching and practical support to build a stable, energised and professional environment.
Guest Experience Excellence — Deliver seamless service, spotless presentation and joyful guest experiences at all times.
Agile Workforce Planning — Create an efficient, flexible workforce able to support both hotels.
Create Activities & Retail Leadership — Ensure these areas are distinctive, well‑hosted, commercially aware and aligned with the Red Hotels ethos.
Sustainability Focus — Champion sustainable practices to protect the business for future generations.
Continuous Improvement — Review and refine standards, processes and guest journey delivery.
Required Skills & Qualifications
Senior Operational Leadership in a high‑quality hotel, hospitality or guest‑experience environment.
Team Management — Experience leading Reception, Housekeeping and guest‑facing teams.
Exceptional Communication — Strong written and verbal English.
Hotel Presentation Expertise — Deep understanding of cleanliness, hygiene, room standards and guest journey delivery.
Commercial Awareness — Labour planning, stock control, sales opportunities and budget management.
Organisational Strength — Confident with systems, reporting and operational planning.
Attention to Detail — Demonstrated literacy, numeracy and precision.
Self‑Direction — Ability to independently manage workload and priorities.
Lead by Example — Demonstrated ability to inspire and motivate teams.
Desired Skills & Qualifications
Experience managing activities, events, retail or experience‑led programming.
Previous experience in multisite, high‑end or independent hotel environments.
Knowledge of COSHH, Health & Safety, or First Aid.
Experience with Guestline or PMS systems.
Experience in coaching, mentoring, stock management, merchandising or retail sales.
Attitudes & Behaviours
Clear Communicator
Naturally Inquisitive
Guest‑Focused
Positive & Solutions‑Focused
Calm Under Pressure
Empathetic & Collaborative
Standards‑Driven
Resilient & Self‑Motivated
Actively Caring
Consistent & Confidential
Salary & Benefits
We reward senior leadership, operational excellence and guest‑experience impact with a comprehensive benefits package:
£42,000 – £46,000 per annum
Permanent, full‑time contract
People‑centric working environment
Learning, development & internal progression opportunities
28 days’ holiday, plus an extra day after your first year
Long service award — enjoy a night’s stay on us
40% off food & drink + team discounts across hotel services
Local partnership discounts & Health Shield Healthcare Plan
Temporary on‑site team accommodation & free parking, team socials & celebration events
Be Part of Something Special
Join a leadership team that shapes the heart of the guest experience. As Senior Operations Manager – Rooms & Guest Experience, you’ll ensure our hotels feel exceptional from the moment guests arrive to the moment they leave — beautifully presented, warmly hosted and unforgettable. If you’re ready to lead with clarity, confidence and purpose, we’d love to hear from you.
