Spa Operations Director

4 weeks ago

London, Greater London, United Kingdom COCON Full time
About the Role

We are seeking an experienced and dynamic Head of Spa and Revenue Operations to oversee the operational excellence and commercial success of our spa locations in the UK.

This key leader will support our VP of Spa & Hospitality Operations in driving business growth, ensuring that we cultivate lasting, profitable relationships while meeting our ambitious UK goals.

Key Responsibilities
  • Talent Acquisition and Development:
    • Attract, recruit, and retain top spa talent to ensure a 5-Star level of service across all locations.
    • Implement onboarding programs to set new employees up for success within COCON.
    • Develop continuous improvement training programs to enhance the skills and knowledge of the spa team.
  • Employee Standards and HR Management:
    • Ensure all employees adhere to the company's grooming and appearance standards.
    • Address and resolve Human Resources (HR) and Employee Relations (ER) issues swiftly and effectively, maintaining a positive and productive work environment.
  • Health and Safety Compliance:
    • Create and implement comprehensive Health and Safety policies for all spa locations.
    • Conduct regular risk assessments and ensure all team members comply with safety regulations.
    • Update and maintain all health and safety documentation, ensuring compliance with local and national regulations.
  • Operational Excellence and Performance Management:
    • Jointly set and monitor Key Performance Indicators (KPIs) for each spa location to ensure revenue goals, and guest experience met.
    • Analyse performance data and implement strategies to achieve and exceed KPIs.
    • Conduct regular performance reviews and provide feedback and support to spa managers to foster continuous improvement.
  • Sales and Marketing:
    • Develop and execute effective sales and marketing strategies to drive revenue growth and enhance brand visibility.
    • Collaborate with the marketing team to create promotional campaigns and special offers.
    • Monitor market trends and competitor activities to identify opportunities for business growth.
  • Commercial Management:
    • Oversee the financial performance of all spa locations, ensuring profitability and cost-effectiveness.
    • Develop and manage budgets, forecasting, and financial planning to support business objectives.
    • Implement strategies to optimise revenue streams and manage operational costs.
  • Quality Assurance:
    • Conduct regular site visits to ensure consistency in service quality and adherence to COCON's standards.
    • Implement and monitor quality control measures to maintain high customer satisfaction and operational efficiency.
Requirements
  • Minimum of 5 years of experience in spa operations management or a similar role.
  • Strong knowledge of health and safety regulations and best practices.
  • Proven experience in HR and ER management, including talent acquisition and employee development.
  • Extensive experience in sales and marketing, with a track record of driving revenue growth.
  • Excellent leadership, communication, and interpersonal skills.
  • Proven track record to analyse performance data and develop strategic plans for improvement.
  • Strong organisational skills with the ability to manage multiple locations and tasks simultaneously.
  • Financial acumen and experience in budget management and commercial operations.
  • Experience managing in-person and remote teams to deliver through KPI visibility and targets.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A supportive and dynamic work environment.

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