Executive Operations Manager

Roles and responsibilities

Operations Manager for AWAKEN Spa in Atlantis The Royal is responsible for ensuring service quality, efficient daily operations, immaculate set up of the entire facility, managing inventory supply for efficient operations and cost control of all operational supplies.

Primary focus of the role will fall on overseeing luxury fitness center within the hotel SPA and residences facilities, driving the membership sales and attractiveness of the program, as well as establishing operational and development goals for a team of wellness coaches, agents and attendants. This role reports to Wellness Director and alongside one more Manager contributes to creating 5* guest experience.

Key Duties And Responsibilities

• Ensuring efficient utilization of all service providers to maximize revenue, driving sales and repeat business by following all leads, encouraging add on sales and ensuring reservations maximization
• Actively liaising and engaging with guests – seeking feedback, welcoming comments, remaining approachable and visible
• Ensuring dissatisfied guests or guest complaints are dealt with promptly and efficiently and in confidence, initiating corrective actions if required
• Being the first point of contact for VIP’s, influencers, and groups ensuring set up for their experience is immaculate, and overall experience is extraordinary
• Ensuring the team stays motivated, well informed and enthusiastic, all by providing regular feedback, identifying trainings needs and development goals
• Establishing and maintaining relationships within the hotel framework with senior management and all other departments
  

About You

We are looking for experienced luxury Fitness Center, SPA or Wellness professional with at least 5 years experience in managerial capacity. You should have extensive background in a 5* facility and be naturally passionate about industry trends and best practices. To succeed in this role you need to demonstrate confidence and professionalism in dealing with high profile and/or difficult guests and must be confident in liaising with senior management, owners and government officials. Driving operational excellence, efficiency and striving for continuous improvement are key in this role.

Desired candidate profile

• Process Optimization and Efficiency:

  • Streamlining Operations: Identify opportunities to streamline processes, reduce inefficiencies, and enhance workflow. Implement best practices and improvements to increase productivity.
  • Workflow Design: Develop and optimize standard operating procedures (SOPs) for various tasks and departments, ensuring alignment with the organization’s goals.
  • Cost Control: Monitor and control operational costs, implementing cost-saving initiatives without compromising quality or performance.

• Team Management and Leadership:

  • Staff Supervision: Oversee the performance of employees within the operations team. Provide guidance, motivation, and direction to ensure teams meet their goals.
  • Training and Development: Organize training programs to enhance employee skills and ensure staff are well-prepared to perform their roles effectively.
  • Performance Evaluation: Conduct regular performance reviews, provide feedback, and set performance targets for the team to meet or exceed.
  • Conflict Resolution: Address conflicts within the team or between departments, using problem-solving skills to find solutions and maintain team harmony.

• Budgeting and Financial Management:

  • Budget Creation and Management: Develop budgets for operations, monitor expenses, and allocate resources appropriately to meet organizational needs.
  • Financial Reporting: Provide regular reports on operational performance, cost management, and resource utilization to upper management or stakeholders.
  • Profitability Monitoring: Work with other departments to ensure that the operations are profitable, analyzing revenue and expenditure to identify opportunities for improvement.

• Resource Management:

  • Inventory and Supplies: Oversee the procurement of supplies and inventory management, ensuring that the company has what it needs without overstocking or understocking.
  • Staffing and Scheduling: Ensure that the right number of staff members are available to meet operational needs, especially during peak times.
  • Vendor and Supplier Management: Maintain relationships with vendors and suppliers, ensuring timely delivery and quality control of materials or services.