Head of Hotel Operations

Job Description – Head of Hotel Operations Company: Crafted at Powdermills Reporting to: Managing Director Location: Powdermills Hotel, Battle Type: Full-Time We’re not hiring people to fill a seat or add to our headcount. We’re hiring people to craft our culture, ethos and success. This is a big deal for us, and we know it’s a big deal for you: a new role defines how you spend your days, who you spend them with, and what your future looks like.  Together, we’ll shape each other’s entire trajectory. That deserves thoughtfulness, empathy and respect. It’s why this job description is deliberately detailed. We want you to know exactly what you’re stepping into. The challenges, the opportunities, the quirks of the role, and the kind of impact you’ll have. Us Crafted is a series of life-friendly hotels and spaces where guests can be themselves and fill up on the good stuff: nature, food, wellbeing, craft, people and play. We hope to open several hotels in the coming years, with our first coming in summer 2025: Crafted at Powdermills, East Sussex.  More specifics will follow as planning and pieces fall into place. So, for now, here’s the sentiment behind Crafted… It’s easy to get overwhelmed by life. To switch to autopilot and go through the motions. We’re busy but not on the things we love doing, we spend more time on our phone, and we misplace our bounce and spark.  In short, Dr Evil’s stolen our mojo.  We all need a tune up now and again. To escape to somewhere that makes us feel totally at ease. Not so we can step away from life, but so we can come back to it. This is where Crafted comes in.  Our aim is to create a network of connected destinations that people come back to again and again because it’s where they feel good about life. Somewhere to work on life, come together, and connect locally. You Crafted’s culture will be inclusive and agile but with ambitious goals and a start-up mentality. We need to execute brilliantly from day one and every team member will contribute wherever they are able. As Head of Hotel Operations, you will be a key support to the Managing Director , the leader of Crafted at Powdermills, ensuring the seamless running of all departments and delivering exceptional guest experiences at every touchpoint. Reporting directly to the Managing Director, this role takes responsibility for day-to-day hotel operations, maintains room standards, oversees departmental managers, drives operational and financial performance, and upholds brand standards across all areas of the estate. That said, as Head of Hotel Operations, your primary responsibilities will be to: Act as Deputy to the Managing Director in their absence, ensuring smooth daily operations and continuity of leadership. Oversee and support efficient management of operational departments, including Food & Beverage, Kitchen, Events, Front of House, and Property/Maintenance. Lead and support departmental managers to ensure high performance, team engagement, and alignment with the hotel’s service standards by championing the use of technology to make savings on time and cost and allow staff to spend more time improving guest experience Oversee HR processes for event staff including onboarding, training, and supporting department managers with staff development. Oversee Health & Safety, Compliance and IT functions. Foster a positive work culture that supports staff engagement, retention, and professional growth. Oversee maintenance and property management of the entire 78 acres estate, including our kitchen garden and animals. Lead reporting to the MD, including performance metrics, guest feedback, financial tracking, and operational KPIs. Coordinate weekly and monthly operational team meetings, ensuring clear communication, accountability, and follow-up actions. Work closely with the MD on strategic initiatives, operational efficiencies, and guest experience improvements. Support the development, implementation, and maintenance of Standard Operating Procedures (SOPs) across all operational departments. Collaborate with the finance team on budgeting, forecasting, and cost control across operational departments. Identify and implement process improvements to enhance guest experience, team efficiency, and profitability. Work closely with Sales & Marketing to host site visits, VIP guests, and travel trade representatives, and to support conversion of new business. Drive guest satisfaction by monitoring service quality, responding to feedback, and managing service recovery for escalated issues. Ensure the flawless delivery of confirmed events, working with the Events team to manage logistics, guest interaction, and on-the-day execution. Ensure all licensing, insurance, and regulatory documents are up to date and compliant. Provide hands-on operational support during peak periods, events, or where additional coverage is required. Maintain Crafted brand presentation standards across all areas of the hotel and grounds. We’re looking for someone with: · Proven leadership experience in hotel operations and revenue management · Calm and focused under pressure. · Ability to work evenings and weekends. · Strong business acumen. · Proactive, practical, and highly organised · Strong leadership skills with the ability to develop and guide a team. · Strong budget management skills with the ability to control costs and optimise resources. · Ability to manage multiple projects and deadlines in a fast-paced, dynamic environment. Together We hire people with personality who have a desire to continuously learn. Each person should bring themselves to work to shape our culture and keep us real, interesting, and original. To create a comfortable environment for all, guest and staff, we prioritise teamwork over titles: no one’s too important to lend a hand, or to new to have a good opinion. We need low egos but high expectations: people who are humble enough to jump in, and serious about making an impact. Three values we’ll expect you to live by: Enjoy it: it’s still work, but if you’re having fun then so are our guests. It’s ok if you’re humming behind the bar or moving with the music. Own it: whoever you are, and whatever your role, someone’s enjoyment is in your hands. Always keep an eye out. Improve it: ask for feedback (and don’t be scared of what follows), and be curious. We’ll give you plenty of chances to learn and develop. Note: positive Environmental, Social and Governance (ESG) principles are integrated across these three values.