Job Ref: THW9774
Branch: Middletons Hotel
Location: Middletons, York, York
Salary/Benefits: Competitive salary with great benefits + monthly Gratuities
Contract type: Permanent
Hours: Full Time
Hours per week: 45
Posted date: 06/07/2026
Closing date: 03/08/2026
Are you currently a Hotel Operations Manager or Deputy General Manager?
We’re looking for someone experienced in Hotel Operations to be our Head of Guest Experience
Providing exceptional guest service and hospitality is our passion; our guests and members are at the heart of everything we do.
Your day to day;
- Managing key operational teams ensuring the highest levels of guest experience are provided at every touch point
- Reporting directly to the General Manager, and alongside the Leadership Team, you will deliver the operational and sales strategy for all areas you are responsible for
- Working closely with the Heads of Department to support recruitment, retention and training
- Coaching and development of all of your Departmental Managers
- Complete monthly PL reviews with your managers, reporting results to the General Manager
Who are we looking for?
As a key member of the Leadership Team, we are looking for a dynamic and commercial individual whose sole focus is enhancing the guest journey and experience, whilst leading our front of house, food and drink team.
You will have a thorough understanding of the industry and market place being aware of the challenges and opportunities.
Being skilled in delegation and multi-tasking is essential. The role of Hotels Operations Manager (Head of Guest Experience) covers a number of departments in which you will develop your teams, mentoring and driving a strong commercial culture whilst offering that very best guest experience.
You will contribute to the overall operation of the hotel by having a high level of presence within the business, completing operational management shifts and deputising for the General Manager in their absence.
In return, we are offering a rewarding role with scope for career progression along with;
- A competitive salary, negotiable dependent on experience
- Stream - the ability to access up to 40% of your wages as you earn them each week
- 28 days annual leave (rising to 33 days after 5 years)
- Health cash plan
- Generous employee discounts
- Employee Assistance Programme
- Enhanced maternity and paternity pay
- Apprenticeships available
- Life assurance
- Bespoke training programmes accessible to all
- An engaging supportive work environment
A fantastic collection of Grade I and Grade II listed buildings, Middletons Hotel is an architectural gem that houses tales of York’s history within its walls. Centred around a gorgeous courtyard garden, the hotel comprises lovingly restored buildings that once functioned as a hospital, Joseph Terry Almshouses, an organ factory, a sawmill, and a row of Georgian Townhouses. A dedicated team provide an excellent service to guests whether that be hosting celebrations, creating memorable cocktails or enjoying a weekend enjoying the city. Owned by Daniel Thwaites, Middletons is perfect for someone looking for a supportive work environment, amongst the busy bustle of a charming cultural city.
