Manager, Operations
Job Title: Manager of Operations
Department: Maritime Operations
Location: Miami, FL
About OneSpaWorld
OneSpaWorld is a worldwide provider of wellness, beauty, rejuvenation, and transformation experiences at sea on cruise ships and on land at resorts. We are committed to the highest standards of quality and service, and we continue to expand our offering with new advances in the wellness industry.
About the Role
The Manager of Operations helps deliver cruise line targets, keeps day-to-day spa operations running smoothly, optimizes inventory, and improves guest satisfaction. You will help manage staffing needs, carry out strategic initiatives, and work closely with spa teams and cruise line partners to maintain strong service delivery and operational efficiency. You will manage Spa Managers and travel about 7 days a month to support operations.
What You Will Do
Operations Management
- Work with brand and modality Directors of Operations (DOP) to monitor spa performance, staffing, and administration, including rotation scheduling and inventory optimization.
- Drive guest satisfaction, support HR matters, coach newer managers, and lead new operational initiatives.
Performance Evaluation
- Monitor and analyze spa performance metrics, trends, and operational efficiency.
- Work with the team to meet the annual financial budget for the brand.
- Sail and visit underperforming vessels.
- Attend cruise line operations meetings with the DOP and VP Operations and provide feedback.
Manning and Staffing
- Help manage rotations for Spa Managers and Assistant Managers to ensure consistency.
- Coordinate with the London Wellness Academy to maintain staffing par levels and address shortages.
- Review performance issues of underperforming staff and recommend changes, with DOP and VP approval.
- Support appraisals and succession planning for key roles such as Spa Manager and Assistant Manager.
Inventory Management
- Maintain inventory management tasks and process supplemental and emergency orders.
- Track quarterly inventory progress with the Director of Operations.
Marketing and Sales Support
- Work with Marketing to enhance seasonal promotions and support sales initiatives.
- Keep marketing and sales launches on schedule.
- Maintain and update the cruise line commerce plan.
- Monitor pre-booking revenue and flag trends to Marketing and Sales.
Customer Service and Guest Satisfaction
- Track vessel rating performance and report findings to the DOP.
- Uphold service standards using the Service of Excellence Manual and service promise tiers.
Visit Documentation
- Complete and submit reports on spa performance and operations after each visit or sailing.
- Resolve discrepancies found during visits and confirm corrections are made.
- Manage visit and sailing requests with cruise line partners.
Additional Duties
- Be available to sail and travel, including weekends, based on business needs.
- Perform other job-related tasks assigned by the DOP.
What You Bring
- Bachelor's degree.
- Experience in spa, wellness, fitness, cruise, travel, or hospitality (preferred).
- Proven experience working with a global team.
- Proven experience delivering verbal and written communications from executives to staff.
- Commercial thinking with a pragmatic approach.
- Ability to engage and get the best from your team.
- Strong relationship-building and communication skills, with the ability to work cross-functionally.
- Ability to communicate, present, and influence credibly at all levels of the organization and externally.
- Proven experience creating and presenting financial information.
- Intermediate to advanced skills in MS Excel, Word, PowerPoint, and Qlik.
- Knowledge of MLC, sanitization, and other maritime requirements.
Key Relationships
External cruise line partners and internal stakeholders.