Head of Operations

Head of Operations - Louma Country Hotel

Louma Country Hotel is a luxury wellness retreat nestled within a 37.25-hectare estate featuring grassland, vineyards, woodland, landscaped and kitchen gardens, and lakes, all managed according to sustainable and regenerative principles. We are seeking a dynamic Head of Operations to oversee and unify our guest-facing hospitality functions and ensure an exceptional guest experience.

About the Role

The Head of Operations drives the daily performance of all guest-facing departments, including Guest Relations & Reservations, Housekeeping, Spa, Wellness, Food & Beverage, Kitchen, and Wine. In this senior on-site position, you will serve as the key operational leader, bridge hospitality functions into a seamless experience, and deputise for the Managing Director as required. You will enable each Head of Department to lead their areas with clarity and accountability, while collaborating closely with peers across Facilities & Estate, Finance, Sales & Marketing, and People & Culture.

Key Responsibilities

Operational Leadership

• Lead and oversee the smooth, safe operation of all hospitality departments, ensuring Louma’s high standards are met every day.

• Empower Heads of Department through clear goal setting, effective delegation, and supportive accountability.

• Facilitate regular operations meetings and one-to-ones, aligning on priorities, performance, and problem-solving.

• Plan for occupancy, private events, groups, and retreats, ensuring all departments are fully prepared.

• Establish and maintain robust standard operating and sign-off procedures across operations.

• Act as the senior escalation point on site, working closely with Duty Management for coverage and incident handling.

Guest Experience & Standards

• Own and continuously improve the complete guest journey, delivering a consistently luxurious experience across all touchpoints.

• Set, monitor, and audit service standards, responding proactively to guest feedback, reviews, and complaints.

• Collaborate with the Head of F&B, Head Chef, and Wine Manager to bring Louma’s farm-to-table ethos to life, working with the Head of Farming on produce.

• Partner with Spa and Wellness Supervisors to develop and enhance our spa and wellness offering.

• Ensure the hotel is always guest-ready in partnership with Housekeeping and Facilities & Estate teams.

People Leadership

• Lead and develop Heads of Department, fostering their growth and supporting succession planning within teams.

• Work with People & Culture on recruitment, onboarding, training, performance reviews, and employee relations.

• Plan and manage rotas, staffing levels, and labour costs efficiently.

• Oversee all mandatory training and qualifications are completed and properly recorded.

• Champion Louma’s culture of teamwork, respect, and engagement.

Financial & Commercial Oversight

• Partner with Finance to develop and control budgets, monitor performance, and act proactively to achieve targets.

• Approve invoices and procurements in accordance with agreed procedures.

• Manage supplier partnerships and inventory across key operational categories, ensuring value and quality.

• Collaborate with Sales & Marketing on occupancy and pricing strategy, packages, events, and brand initiatives.

• Produce regular operational reports for the Managing Director.

Systems, Processes & Compliance

• Implement and maintain property management, booking, and spa booking systems, ensuring teams are fully trained.

• Maintain comprehensive health & safety, risk assessment, and quality assurance records.

• Oversee and update department asset inventories.

• Ensure supplier agreements and contracts go through the proper review and approval process.

• Stay informed of relevant legislation, ensuring all compliance and best practices are met.

Health & Safety

• Take full responsibility for health & safety across hospitality operations, working directly with consultants and Facilities leadership.

• Ensure effective risk assessment, COSHH, fire, and food safety management throughout.

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

• Ensure thorough allergen management, licensing compliance, and readiness for inspections.

• Lead by example and foster a culture of safety awareness within all teams.

Person Specification

Essential

• Minimum five years’ senior operations management experience in luxury hospitality (hotel, resort, or spa) with multi-department leadership.

• Strong experience managing budgets, P&L, and labour costs.

• Outstanding leadership, coaching, and communication skills.

• Confident decision-maker with excellent problem-solving abilities and attention to detail.

• Proficient IT skills, including Microsoft Office and hotel management systems (PMS, EPOS).

Desirable

• Hospitality management qualification or degree.

• Level 3 Food Safety and First Aid training.

• Experience within wellness, spa, or estate environments, or a growing/changing business.

Attributes

• Proactive, composed under pressure, guest-focused, fair and respectful; able to build strong working relationships and demonstrate a solid work ethic.

Other Requirements

• Willing and able to work flexible hours, including evenings, weekends, and bank holidays as business demands.

• Full UK driving licence.

• Right to live and work in the UK.

• Able to deputise for the Managing Director and perform any reasonable additional duties as required.

Company Benefits

• Enhanced Pension Scheme

• Private Medical Insurance

• Private Dental Insurance

• Performance Related Bonus Scheme

• Annual Performance Review