Job Description

Overview

The Lakes by Yoo is exclusive private development, spread across 850 acres of woodland, meadows & lakes in the Cotswold water park. Established for over 15 years, we build unique, luxury lakefront and woodland second homes. The estate also includes the Award-winning Orchard Spa, and numerous clubhouse buildings. The Estate is fully serviced with 24hr security, Concierge and Guest Services team to help with all resident and guest requests. The Estate is home to several facilities including a full-service spa and gym, tennis courts, restaurant and a zip activities hub.

We are seeking a highly organized, driven, and proactive Operations Lead who will be responsible for ensuring the seamless execution of daily operations across all departments, upholding the highest standards of personalized guest service, and maintaining the brand's reputation for excellence. You will serve as a key leader, aligning teams around operational excellence, guest satisfaction, and employee engagement, while supporting the strategic goals of the hotel.

Key Responsibilities

Operational Excellence

- Lead and oversee all front-of-house and back-of-house operational departments including Front Office, Housekeeping, Food & Beverage, Spa, and Guest Services.

- Ensure all areas of the hotel operate in alignment with luxury brand standards and SOPs.

- Conduct regular walkthroughs and audits to maintain an exceptional level of quality, cleanliness, and service delivery.

- Support the implementation of sustainability and wellness initiatives aligned with brand values.

Guest Experience & Service Culture

- Champion a luxury, guest-centric service culture, ensuring personalized experiences are delivered at every touchpoint.

- Proactively manage and resolve guest feedback, complaints, or concerns with professionalism and discretion.

- Analyse guest satisfaction metrics and lead continuous improvement efforts to elevate service quality.

Team Leadership & Development

- Lead, mentor, and inspire to deliver service excellence.

- Support recruitment, onboarding, training, and development programs tailored to luxury service standards.

- Promote a high-performance culture grounded in accountability, service passion, and emotional intelligence.

Financial & Strategic Operations

- Assist in managing budgets, forecasts, and cost control for operational departments.

- Monitor KPIs and ensure departmental goals are aligned with business objectives.

- Support revenue optimization strategies in collaboration with Sales, Revenue, and F&B teams.

Standards & Compliance

- Ensure full compliance with health, safety, hygiene, and legal requirements.

- Uphold brand audit readiness and support preparation for LQA, Forbes, or other luxury service audits.

Required Qualifications

- 3+ years of experience in hotel operations or hospitality management.

- Strong leadership and team management skills.

- Excellent communication, problem-solving, and organizational abilities.

- Proficiency in hotel management software

- Ability to work flexible hours, including weekends and holidays.

Desirable Skills:

- Multi-department operational experience

- Conflict resolution and crisis management

- Budgeting and cost control experience

- Knowledge of local hospitality regulations

Job Types: Full-time, Permanent

Pay: 33,000.00-40,000.00 per year

Work Location: In person