A leading luxury wellness space in West London is looking for an exceptional General Manager to take full ownership of its operations, team and client experience.

This is a senior, hands-on leadership role for someone who is seriously on it: commercially sharp and operationally excellent, with a strong background in spa and luxury hospitality. They will know exactly what it takes to deliver a flawless client journey in a premium environment, from the first enquiry to the moment a client walks back out the door.

The Basics:

● Salary: £60k

● Hours: Full-time, 40 hours per week - must be flexible with for early morning, evening and weekend shifts

● Location: West London

● Start date: October/November 2026

This is a chance to join an ambitious wellness business at a pivotal moment and play a defining role in how its space operates, performs and grows.

Working in close partnership with the senior team, the General Manager will build and lead the operational team, set best-in-class processes and standards, and own the commercial performance of the site, including the P&L. They will make sure every part of the business is in top shape, from the client experience through to health and safety, compliance and building operations.

They will have real ownership and autonomy. They will build a high-performing, accountable team and create an exceptional operation from the ground up.

The Role:

The General Manager will have overall responsibility for the building, the team within it and the financial performance of the site.

They will build and lead the team beneath them, from duty managers to concierge, spa attendants and front-of-house. They will make sure everyone delivers to the highest standard and is held accountable for doing so.

They will own the operational and commercial infrastructure behind the space, including budgets, the P&L, SOPs, health and safety, compliance, building regulations, facilities and service standards.

Above all, they will be a visible, hands-on leader who ensures the team consistently delivers a seamless, highly personalised and genuinely luxurious client journey. Key responsibilities will include:

• 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, and hold the team accountable to clear standards.

• Own the site P&L, manage budgets and drive operational and commercial performance.

• Work closely and collaboratively 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.

The Person:

The successful candidate will have significant experience leading operations in luxury service, ideally within a high-end spa, wellness space, hotel, members' club or similarly premium environment.

They will be a commercially minded people leader with a strong grasp of operations and customer service. They enjoy building teams, developing talent and setting the bar high. They will bring:

• A background in luxury service, ideally within spa.

• Proven P&L experience (essential) and strong budgeting experience.

• A proven ability to build, manage and hold a team accountable.

• A 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.

• A collaborative approach and the ability to work closely with senior leadership, including the COO.

• Excellent organisation, communication and problem-solving skills.

• A highly detail-oriented, proactive approach and the confidence to be hands-on and visible within the operation.

• A natural fit with the business's culture and exacting standards.

Above all, they will understand that in a luxury wellness environment, the operational experience is the client experience.

Your recruiter for this role is Charlotte Wood, Recruitment Consultant at Jobs In. Fitness, and can be contacted simply by applying for this role below. Jobs In. Fitness are a fitness recruitment agency, specialising in hundreds of fitness jobs in the UK like these. If you are keen to be considered please ‘apply now’. Please note that only applicants matching the strict criteria above will be contacted as part of the recruitment process.