Operations Manager

The BasicsSalary: £50-£60k depending on experience Hours: Full-time, 40 hours per week - must be flexible with for early morning, evening and weekend shifts Location: West London Start date: October/November 2026 The RoleThe Operations Manager will have overall responsibility for the operation of the building and the team within it. They will lead the recruitment, training, development and performance of the operational team, spanning concierge, duty managers, spa attendants and other front-line roles. They will also own the operational infrastructure behind the space, including SOPs, health and safety, compliance, building regulations, facilities and service standards. Key responsibilities will include: Build, recruit and lead the operational team across concierge, duty management, spa attendants and front-of-houseOwn hiring, onboarding, training, mentoring, performance management and developmentSet and maintain exceptional luxury service and operational standardsTake full responsibility for the day-to-day running of the buildingOwn health & safety, compliance, risk management and building regulationsCreate, implement and continuously improve operational SOPs and processesOversee facilities, maintenance, contractors and operational suppliersManage rotas, staffing levels and operational resourcesOwn the end-to-end client experience and ensure consistently high service standardsHandle client issues and service recovery with discretion and professionalismIdentify opportunities to improve operational efficiency, team performance and the overall experienceWork closely with senior leadership to support wider business and commercial objectivesThe PersonThe successful candidate will have significant experience in spa operations and luxury hospitality, ideally within a high-end spa, wellness space, hotel, members' club or similarly premium environment. They will be an experienced people leader who enjoys building teams, developing talent and setting high standards.