Operations Manager

Role Overview

We're looking for an inspiring Operations Manager to lead the day‑to‑day operation, elevate the guest experience, develop talented teams and ensure every detail reflects the warmth, personality and authenticity that defines Handwritten Collection. This role offers an opportunity to leave a mark on a hotel that is making history.

As Operations Manager, you'll be at the heart of the hotel, connecting departments, inspiring colleagues and ensuring exceptional experiences for every guest.

• Lead the operational performance of the hotel across Rooms, Food & Beverage and Guest Experience.
• Create a positive, engaging culture where people feel valued, supported and empowered.
• Coach, develop and inspire department leaders to achieve their full potential.
• Ensure consistently high standards across all guest touchpoints.
• Drive operational efficiency while maintaining a personalised and memorable guest experience.
• Monitor financial performance, labour productivity and operational KPIs.
• Champion guest satisfaction and respond proactively to opportunities for improvement.
• Work closely with the General Manager to deliver business objectives and commercial success.
• Support recruitment, succession planning and talent development initiatives.
• Help establish The Queen at Chester as one of the most distinctive lifestyle destinations in the region.

• Employee discounts on bedroom rates across our Best Western hotel portfolio.
• Shopping discounts – groceries, fashion, travel, utilities, days out and holidays.
• Eye care.
• Free legal & money advice.
• Counseling sessions.
• Hospital & death benefit plans.
• Cycle to work scheme.
• Wellbeing tips and support fitness videos.
• Recipe ideas.
• Advice on keeping active and healthy living.
• Wellbeing podcasts and TV.
• Breathing exercises.
• 24/7 advice and support line.
• Team reward & recognition.
• Free meals on duty.
• Free parking.

This role is for someone who loves bringing people together around a common purpose.

• A current Operations Manager, Hotel Manager or experienced Heads of Department leader ready for the next challenge.
• Passionate about creating environments where people can thrive.
• Energised by leading teams, solving problems and making things happen.
• Someone who enjoys balancing commercial results with genuine hospitality.
• Motivated by building a culture where colleagues feel a sense of belonging and pride.
• Excited by the opportunity to help shape the future of a unique hotel within one of the world's leading hospitality groups.
• Comfortable working in a fast‑paced environment where no two days are the same.