Operations Manager

Job description

A leading luxury wellness space is looking for an experienced Operations Manager to take full ownership of its day-to-day operations, team and client experience. This is a senior, hands-on role for someone with a strong background in spa and luxury hospitality , who understands the level of detail, service and operational excellence required in a premium environment. 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 This is an opportunity to join an ambitious wellness business and play a key role in shaping how its space operates. The Operations Manager will build and lead the operational team, establish best-in-class processes and standards, and ensure every aspect of the space runs seamlessly — from the client experience through to health and safety, compliance and building operations. They will have significant ownership and autonomy, with the opportunity to build a high-performing team and create an exceptional operational environment from the ground up. 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. They will be a visible and hands-on leader, ensuring the team consistently delivers a seamless, highly personalised and genuinely luxurious client experience. 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. They will bring: Proven spa and/or luxury hospitality operations experience. Strong understanding of luxury service and client experience. Experience recruiting, managing and developing front-line teams. Strong knowledge of health & safety, compliance and building operations. Experience creating and implementing SOPs and operational processes. Excellent organisation, communication and problem-solving skills. A highly detail-oriented and proactive approach. The confidence to be hands-on and visible within the operation. A genuine passion for creating exceptional experiences and high-performing teams. Above all, they will understand that in a luxury wellness environment, the operational experience is the client experience . Your recruiter for this role is Izzy Roberts, Senior Recruiter at Jobs In. Fitness, and can be contacted simply by applying for this role below. Jobs In. Fitness are a fitness recruitment agency, specialising in hundreds of fitness jobs in the UK like these. If you are keen to be considered please ‘apply now’. Please note that only applicants matching the strict criteria above will be contacted as part of the recruitment process.