Operations Manager - Banya/Spa

Job Overview
We are seeking a dedicated and experienced Operations Manager to oversee the daily operations of our Banya and Spa facilities. The successful candidate will be responsible for ensuring the smooth running of all services, maintaining high standards of customer satisfaction, and leading a team to achieve operational excellence. This role offers an exciting opportunity for a proactive leader with a passion for wellness and hospitality management. The Operations Manager will play a pivotal role in enhancing guest experiences while managing staff, resources, and operational procedures effectively.

Responsibilities

• Oversee the day\-to\-day operations of the spa restaurant, ensuring a smooth, efficient and luxury\-level guest experience.


• Manage the operational performance of the venue, ensuring high standards across service, staffing, cleanliness, presentation and guest care.


• Develop, implement and maintain operational policies, procedures and service standards to improve consistency, productivity and efficiency.


• Lead, motivate and manage the operational team, including recruitment, training, rota planning, performance management and ongoing staff development.


• Ensure all team members are fully trained in service standards, brand expectations, health and safety, food hygiene and guest handling.


• Monitor key performance indicators, including revenue, labour costs, customer satisfaction, service quality, stock control and operational efficiency.


• Identify opportunities to improve performance, reduce costs and support financial targets without compromising service quality.


• Manage budgets, cost controls and operational expenditure in liaison with the General Manager and Directors.


• Monitor inventory, stock levels and supplier performance, ensuring timely ordering and delivery of food, beverage, spa\-related and operational supplies.


• Build and maintain strong relationships with suppliers, contractors and service providers.


• Ensure compliance with all relevant regulatory requirements, including health and safety, food hygiene, licensing, employment law and company policies.


• Handle operational issues, guest feedback and customer concerns promptly, professionally and in line with luxury hospitality standards.


• Maintain excellent client relations, ensuring regular guests, VIP clients and members receive a personalised and discreet service.


• Work closely with the General Manager, Directors, Marketing team and other departments to support business objectives, promotions and events.


• Support the planning and delivery of private events, group bookings, member experiences and seasonal campaigns.


• Ensure the venue is presented to the highest standard at all times, including ambience, cleanliness, maintenance, uniforms and overall guest journey.


• Review staffing levels, rotas and resource allocation to ensure the business is appropriately staffed during peak and quiet periods.


• Identify operational risks and implement practical solutions to maintain service continuity and business efficiency.


• Promote a positive, professional and service\-led culture across the team.

• Fluent Russian and English essential.


• Proven experience in operations management, hospitality management, restaurant management, spa operations or a similar luxury service environment.


• Minimum 5 years’ experience in an operations or hospitality management role.


• Experience managing a team of 45\+ employees.


• Strong leadership skills with the ability to recruit, train, motivate and develop a large team.


• Excellent understanding of luxury customer service standards and high\-end client expectations.


• Strong commercial awareness, including cost control, stock management, labour planning and operational budgeting.


• Excellent problem\-solving and decision\-making skills.


• Strong organisational and time management skills, with the ability to manage multiple priorities in a fast\-paced environment.


• Excellent communication and interpersonal skills, with the ability to work effectively with senior management, staff, suppliers and clients.


• Good knowledge of relevant industry regulations, including health and safety, food hygiene and employment best practice.


• Proficient in Microsoft Office Suite and confident using operational, booking, rota or POS systems.

Benefits:

• Casual dress


• Discounted or free food


• Employee discount

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