This is a senior leadership position, who is responsible for the day-to-day operational performance of our Hotbox Spa's, Floating Sauna's and Water sport's, from both a guest and staff perspective. The primary objective of this role is to ensure the smooth and efficient running the departments from a daily to weekly basis.
Working closely with, and under the guidance of the General Manager, the Operations Manager is a key member of the leadership team who will lead, drive, motivate, implement and track a clear and concise operational plan adhering to the companies’ goals, aims, culture and financial targets.
Of the utmost importance is to ensure our guests have unforgettable experiences, by implementing a clear and all-encompassing customer journey which also reflects the business requirements.
Key Responsibilities/Day-to-Day Operations
· Oversee departments to ensure consistent delivery of service and standards
· Liaise with all department heads and resort management
· Provide wider DM support where applicable
Team Leadership
· Manage and support Heads of Department (HODs) with daily operations
· Drive team performance through regular one-to-ones and appraisals
· Foster a motivated, high-performing, and values-led team culture
· Support conflict resolution and performance management when needed
Guest Experience
· Champion a high-quality, consistent guest journey across all touchpoints
· Act swiftly on guest feedback to exceed expectations
· Lead by example in delivery of guest experiences
Commercial & Strategic Support
· Responsible for achieving revenue, efficiency, and labour targets
· Set and track KPIs with HODs, offering support to achieve goals
· Provide weekly reporting on operations, payroll forecasting, and performance challenges
· Drive operational improvements and cost efficiencies
Compliance & Sustainability
· Ensure compliance with health & safety regulations and company policies
· Lead audits, risk assessments, and ongoing safety checks
· Own and update operational SOPs as needed
Competencies
· Experience in resort wellness and waterfront operations management
· Strong leadership, communication, and interpersonal skills
· Commercially aware, with a focus on efficiency and service quality