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About the Role
A leading luxury wellness space in West London seeks an exceptional General Manager to take full ownership of operations, team, and client experience. This senior, hands-on leadership role requires commercial sharpness and operational excellence, with a strong background in spa and luxury hospitality, to deliver a flawless client journey in a premium environment.
Responsibilities
- Build, recruit, and lead the operational team across duty management, concierge, spa attendants, and front-of-house.
- Own hiring, onboarding, training, mentoring, performance management, and development, holding the team accountable to clear standards.
- Own the site P&L and manage budgets to drive operational and commercial performance.
- Collaborate closely with the COO to deliver wider business and commercial objectives.
- Own the end-to-end client journey and ensure consistently exceptional customer service at every touchpoint.
- Set and maintain exceptional luxury service and operational standards.
- Take full responsibility for the day-to-day running of the building.
- Own health and 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 efficiently and within budget.
- Handle client issues and service recovery with discretion and professionalism.
- Identify opportunities to improve efficiency, team performance, and the overall experience.
Requirements
- Significant experience leading operations in luxury service, ideally within a high-end spa, wellness space, hotel, members' club, or similarly premium environment.
- Commercially minded people leader with a strong grasp of operations and customer service.
- Proven P&L experience (essential) and strong budgeting experience.
- Proven ability to build, manage, and hold a team accountable.
- Strong understanding of the end-to-end client journey and luxury customer service.
- Experience recruiting, managing, and developing front-line teams.
- Strong knowledge of health and safety, compliance, and building operations.
- Experience creating and implementing SOPs and operational processes.
- Collaborative approach and ability to work closely with senior leadership, including the COO.
- Excellent organisation, communication, and problem-solving skills.
- Highly detail-oriented, proactive approach with the confidence to be hands-on and visible within the operation.
- A natural fit with the business's culture and exacting standards.
- Understanding that in a luxury wellness environment, the operational experience is the client experience.
Skills
- Leadership
- Operations Management
- Client Experience Management
- Team Building
- Budget Management
- P&L Management
- Recruitment
- Training and Development
- Performance Management
- Customer Service
- Health and Safety
- Compliance
- Risk Management
- SOP Development
- Facilities Management
- Problem-Solving
- Communication
- Organisation
Location
- West London
Work Type
- Full-time
Experience Level
- Senior
Salary/Compensations
- £60k
About the Company
- A leading luxury wellness space.
- An ambitious wellness business.