The Basics

Salary: £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 Role

The 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-house
• Own hiring, onboarding, training, mentoring, performance management and development
• Set and maintain exceptional luxury service and operational standards
• Take full responsibility for the day-to-day running of the building
• Own health & safety, compliance, risk management and building regulations
• Create, implement and continuously improve operational SOPs and processes
• Oversee facilities, maintenance, contractors and operational suppliers
• Manage rotas, staffing levels and operational resources
• Own the end-to-end client experience and ensure consistently high service standards
• Handle client issues and service recovery with discretion and professionalism
• Identify opportunities to improve operational efficiency, team performance and the overall experience
• Work closely with senior leadership to support wider business and commercial objectives

The Person

The 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.