Operational Manager

Summary Role:
The Operations Manager is responsible for ensuring the seamless and efficient day-to-day operations of Plural Club across fitness, wellness, hospitality, coworking, events, housekeeping, and F&B. Working closely with senior stakeholders, this role leads operational teams, maintains high service and performance standards, oversees SOP implementation, and ensures a consistently exceptional member experience. The Operations Manager is a hands-on and accountable leader who drives operational excellence, team performance, and cross-department coordination while supporting Plural Club’s growth and delivering a strong, premium community experience.

Key Responsibilities:
Daily Operations Management

• Oversee the day-to-day operations across fitness, recovery, wellness, hospitality, coworking, events, housekeeping, and F&B.
• Ensure all facilities, equipment, and service areas are operational, clean, safe, and fully prepared for members and guests.
• Maintain consistent service standards and ensure smooth coordination between departments.
• Monitor daily operational performance and proactively address issues that may impact member experience or business continuity.

Team Leadership & Development

• Directly supervise departmental leads across Front Desk, Fitness, Recovery, F&B, Housekeeping, and Events.
• Manage team scheduling, attendance, performance, and day-to-day operational discipline in coordination with HR and the GM.
• Establish clear expectations, accountability, and performance standards across operational teams.
• Conduct regular coaching, training, and performance reviews to strengthen service quality and operational consistency.

SOPs, Compliance & Performance

• Develop, implement, and continuously improve SOPs across all operational functions.
• Ensure compliance with health, safety, hygiene, licensing, and other applicable operational requirements.
• Establish and monitor daily and weekly operational KPIs, including service quality, productivity, customer satisfaction, and departmental performance.
• Identify operational gaps and implement corrective actions to improve efficiency and consistency.

Financial & Inventory Management

• Monitor daily POS transactions, cash handling, sales reconciliation, and operational reports in coordination with Finance.
• Oversee purchasing, stock levels, inventory control, and supplier coordination across operational departments.
• Monitor operational expenses and identify opportunities to improve cost efficiency without compromising service quality.
• Ensure appropriate controls are in place to minimize waste, loss, and unnecessary operational expenditure.

Member Experience & Issue Resolution

• Act as the primary escalation point for operational issues and member complaints.
• Ensure concerns are resolved promptly, professionally, and in line with Plural’s service standards.
• Work closely with the GM to strengthen member engagement, retention, loyalty, and overall community experience.
• Support the delivery of premium member experiences, events, and community initiatives.

Higher Stakeholders Coordination & Alignment

• Provide regular operational updates, performance insights, and recommendations to the GM.
• Support the GM in executing strategic initiatives, events, partnerships, and operational projects.
• Translate business objectives into clear operational priorities for department leads and frontline teams.
• Assume operational leadership responsibilities in the GM’s absence when required.

Qualification:

Education

• Bachelor’s degree in Hospitality Management, Business Administration, Operations Management, or a related field.
• Relevant professional certifications in hospitality, fitness, wellness, or operations management are an advantage.

Experience

• Minimum 5–7 years of progressive experience in hospitality, wellness, fitness, lifestyle, club, or other customer-facing operations.
• Proven experience managing multi-department operations and leading cross-functional teams.
• Demonstrated experience developing and implementing SOPs, operational standards, KPIs, and performance management systems.
• Experience managing operational budgets, inventory, purchasing, vendors, and cost control.

Skills

• Strong operational leadership and people management skills, with the ability to lead through department heads and frontline teams.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Strong written and verbal English communication skills.
• Proficient in operational reporting, POS systems, inventory management, and standard workplace tools.

Attributes

• Hands-on leader who is comfortable being present on the floor, monitoring operations, and leading by example.
• Highly accountable with strong ownership of operational outcomes and follow-through.
• Detail-oriented with consistently high standards for service, cleanliness, safety, and operational execution.
• Performance-driven with the ability to set expectations, address underperformance, and continuously improve efficiency.
• Member-focused with a strong understanding of premium customer expectations and service experience.