Operations Manager

Operations Manager – THE NICI New Forest THE NICI Collection is a luxury lifestyle hotel group inspired by some of the world's most iconic destinations, bringing exceptional hospitality, outstanding food and drink, and unforgettable guest experiences to some of the UK's most desirable locations. What began with THE NICI Bournemouth, our original flagship hotel inspired by Miami's South Beach, has grown into an exciting collection of destination-led properties.

In June 2026, the collection expanded with the opening of THE NICI Newquay, inspired by Italy's Amalfi Coast, and THE NICI New Forest, inspired by the luxury and charm of the Hamptons. This is just the beginning of our growth journey, and we're looking for talented individuals who want to build their careers with an ambitious and expanding hospitality brand.

The Role We are looking for an experienced and hands-on Operations Manager to support the day-to-day running of THE NICI New Forest. Working closely with the General Manager and the wider hotel leadership team, you will play a key role in ensuring the smooth and efficient operation of the property, maintaining exceptional standards and delivering memorable guest experiences.

We are looking for someone who is highly visible, organised and commercially aware, with a genuine passion for hospitality. You will be confident supporting department heads, managing operational priorities, developing colleagues and ensuring the hotel consistently delivers the standards expected of THE NICI Collection.

Key Responsibilities. Hotel Operations Support the General Manager in overseeing the day-to-day operation of the hotel. Work closely with all departments, including Front Office, Housekeeping, Food & Beverage, Spa and other guest facilities, to ensure effective communication and coordination. Maintain a visible presence across the property, supporting teams and leading by example.

Ensure operational standards and procedures are consistently followed. Identify operational challenges and take prompt, effective action to resolve them. Ensure appropriate staffing levels and resources are in place to support the smooth running of the hotel. Coordinate daily briefings, operational meetings and handovers to ensure clear communication between departments.

Guest Experience Ensure every guest receives a warm, professional and memorable experience. Maintain a strong presence in guest-facing areas and support the team in delivering exceptional service. Take ownership of guest concerns and complaints, ensuring they are resolved promptly and professionally. Monitor guest feedback and online reviews, identifying opportunities to improve the guest experience.

Ensure THE NICI brand standards and personality are reflected throughout the guest journey. Commercial Performance Support the General Manager in achieving the hotel's financial and operational targets. Monitor departmental performance, payroll, staffing levels and operating costs. Work with department heads to improve productivity and ensure resources are used effectively.

Identify opportunities to maximise revenue across bedrooms, Food & Beverage, spa, events and other facilities. Support the delivery of budgets and business objectives while maintaining high standards of service. Use operational reports and performance information to identify trends, address challenges and drive continuous improvement.

People & Leadership Support, motivate and develop department heads and operational teams. Promote a positive, supportive and accountable working environment. Work closely with HR and the General Manager on recruitment, colleague development, performance management and employee relations. Ensure managers and supervisors are equipped to lead their teams effectively.

Support training, onboarding and ongoing colleague development. Recognise talent and contribute to succession planning and internal progression. Promote a culture that reflects the values and personality of THE NICI Collection. Standards, Safety & Compliance Ensure the hotel operates in line with company policies, procedures, legislation and health and safety requirements.

Conduct regular inspections of guest bedrooms, public areas, restaurants, bars, spa facilities and back-of-house areas. Ensure cleanliness, presentation and service standards are consistently maintained. Follow up on maintenance issues and ensure corrective actions are completed. Ensure mandatory training, risk assessments, safety checks and compliance records are maintained.

Promote a safe working environment for colleagues, guests and visitors. Communication & Continuous Improvement Work closely with the General Manager and department heads to maintain effective communication across the hotel. Support the implementation of operational initiatives, new procedures and improvements. Ensure departmental teams understand business priorities, service expectations and operational objectives.

Monitor the effectiveness of existing processes and recommend improvements where appropriate. Support the successful delivery of hotel events, seasonal activity and periods of high occupancy. Deputise for the General Manager when required, providing leadership and operational direction across the property.

About You

We are looking for an experienced hospitality professional who is: An experienced Operations Manager, Assistant General Manager or senior hotel operator, ideally within a premium or luxury hospitality environment. Highly organised, proactive and comfortable managing multiple operational priorities. A confident and visible leader who leads by example.

Commercially aware, with a good understanding of hotel financial performance, payroll and cost control. Passionate about hospitality and delivering exceptional guest experiences. A strong communicator who builds positive relationships across all departments. Solutions-focused, with the confidence to make decisions and resolve challenges.

Committed to high standards, operational consistency and continuous improvement. Approachable and supportive, with the ability to motivate and develop colleagues. Flexible and adaptable, with a hands-on approach to hotel operations. Excited by the opportunity to contribute to the continued growth and success of THE NICI New Forest.

What Success Looks Like Success in this role will be demonstrated through the smooth and efficient running of the hotel, consistently high operational standards, exceptional guest feedback, effective communication between departments, strong cost control and engaged, well-supported teams. You will play an important role in supporting the General Manager, developing operational talent and ensuring THE NICI New Forest continues to establish itself as a leading destination within THE NICI Collection.

What We Offer

Competitive salary plus service charge. Staff discounts across THE NICI Collection. Career development opportunities. Meals on duty. Ongoing training and support. Join THE NICI Collection and be part of an exciting growth story where exceptional hospitality, great people and memorable experiences are at the heart of everything we do.