Operations Manager

The Operations Manager is responsible for the overall management and operation of the spa and integrated wellness facility. This role is accountable for the outlet's business performance, service quality, staff management, operational safety, and regulatory compliance.

Key Responsibilities:

1. Oversee the daily operations of the establishment and achieve the company's revenue, profit, and operational targets.

2. Supervise the day-to-day operations of all departments, including Front Office, Bathing Area, Relaxation Lounge, Therapists, Guest Rooms, and Support Services, ensuring high service standards.

3. Develop, implement, and monitor Standard Operating Procedures (SOPs) for all departments to enhance customer satisfaction and effectively handle customer feedback and complaints.

4. Lead recruitment, training, staff scheduling, performance management, and team development to improve employee competency and service excellence.

5. Lead recruitment, training, staff scheduling, performance management, and team development to improve employee competency and service excellence.

6. Manage the therapist team, including scheduling, service standards, performance evaluation, and staff retention.

7. Oversee the maintenance of facilities, equipment, water quality, hygiene, and cleanliness to ensure smooth daily operations.

8. Ensure full compliance with all applicable Singapore laws and regulations, including fire safety, workplace safety, environmental hygiene, and personal data protection requirements.

9. Manage and control manpower, utilities, inventory, and operating costs to improve operational efficiency and profitability.

10. Plan and execute marketing campaigns, membership programmes, and promotional activities to strengthen brand awareness and increase customer retention.

11. Perform any other duties assigned by the Company.

Job Requirements

1. Diploma or bachelor’s degree in hospitality management, Tourism Management, Business Administration, or a related field is preferred.

2. Minimum of 3 years' management experience in a bathhouse, spa, hotel, wellness, or hospitality industry.

3. Strong knowledge of outlet operations, team leadership, and customer service management.

4. Excellent leadership, communication, organisational, cost management, and problem-solving skills.

5. Familiarity with Singapore's employment regulations, workplace safety requirements, and relevant operational compliance will be an advantage.

Key Performance Indicators (KPIs)

· Achievement of revenue and profit targets.

· Customer satisfaction and complaint resolution rate.

· Labour and operating cost control.

· Employee retention and turnover rate.

· Zero major safety or regulatory compliance incidents.

· Membership growth and customer repeat visit rate.