Performance Operations Manager

Performance Operations Manager, SIRO One Za'abeel
(21055)

SIRO One Za’abeel is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels.

Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Be a part of the world’s first digitally integrated fitness and recovery hotel concept in Dubai and be inspired to become the best version of yourself, celebrating every milestone along the way. SIRO One Za’abeel creates an immersive lifestyle destination for a global community of fitness and wellbeing fanatics, enabling our guests to unlock and maintain peak mental and physical performance. SIRO One Za’abeel is the newest global hospitality and lifestyle brand by Kerzner International, owner of the iconic Atlantis Resort and Residences and ultra-luxury One&Only resorts worldwide.

About The Role

To support the Director of Fitness by driving and leading the operational and financial performance of SIRO Fitness and Recovery, ensuring complete viability of the department and maximising all opportunities and resources. The Performance Operations Manager ensures the highest standards of personal training, personal coaching, fitness coaching, treatments and recovery services are adhered to at all times and that the guest and member experience exceeds expectation.The role leads the day-to-day integration of Fitness and Recovery operations, team performance, scheduling, productivity, commercial delivery, budgeting, quality control, safety and service standards. It promotes SIRO’s philosophy by creating seamless performance journeys that help guests and members unlock and achieve their goals, while strengthening the reputation and commercial performance of SIRO as an immersive lifestyle destination.

Key Duties and Responsibilities

1. • Lead the management and performance of all Fitness and Recovery operations, ensuring high standards of professionalism, customer service and optimum financial performance.
   • Be responsible for the quality of service, operational standards and maintenance of the Fitness Lab, Recovery Lab and associated areas in line with SIRO and hotel operating standards.
   • Prepare and contribute to monthly financial and statistical reports, incorporating proposals and recommendations regarding operations, competition, occupancy, usage, market share, productivity and achievement of targets.
   • Support the Director of Fitness in developing and presenting the annual budget, business plan, commercial strategy and forecasts for Fitness and Recovery.
   • Control departmental operating budgets, payroll-related costs, commissions, stock, consumables and other expenditure, ensuring costs are strictly controlled and monthly targets are achieved.
   • Monitor revenue, average spend, utilisation, conversion, repeat bookings, treatment-room utilisation, PT productivity, coaching productivity and therapist productivity, implementing action plans where required.

1. • Ensure booking and scheduling strategies utilise Personal Trainers, Personal Coaches, Fitness Coaches and Therapists effectively to maximise guest access, productivity and revenue.
   • Provide leadership, direction and support to all direct reports, developing a highly motivated team capable of delivering consistently high standards of service.
   • Develop and maintain annual and ongoing training plans in conjunction with Learning & Development, ensuring technical knowledge, service, sales, safety and brand standards remain current.
   • Monitor standards of performance and guest/member satisfaction and introduce measures to ensure the highest standards of quality and service.
   • Conduct regular daily inspections of all Fitness and Recovery areas to monitor ambience, presentation, cleanliness, hygiene, maintenance, equipment, health and safety, colleague performance and security.
   • Own quality control of all Fitness and Recovery areas and ensure SOPs, opening/closing procedures, treatment protocols, guest journeys and service sequences are consistently followed.
   • Oversee weekly colleague schedules, attendance, time sheets, annual leave and public holidays, ensuring leave is staggered and operational coverage is protected.
   • Ensure all employees report for duty punctually, well groomed and prepared to deliver SIRO service standards.

1. • Oversee monthly inventories of products, stock, linen, retail and consumables and track product orders, purchase requests and general stores.
   • Ensure all Fitness and Recovery reports, correspondence, schedules, records and administrative requirements are completed punctually and accurately.
   • Meet and greet guests and members whenever possible, particularly VIPs, and ensure special requirements are communicated and delivered effectively.
   • Handle guest and member complaints professionally and take appropriate service-recovery decisions to achieve satisfaction wherever possible.
   • Ensure all colleagues actively promote and sell Fitness and Recovery services, personal training, coaching, treatments, packages, programmes, products and activities.
   • Ensure the team is knowledgeable regarding contraindications, screening, waivers and safe delivery of services and acts in accordance with professional standards.
   • Be fully conversant with health and safety, hygiene, fire, emergency and incident-reporting procedures and ensure all activities comply with company policy and local law.
   • Ensure maintenance work is completed in a timely and professional manner and that all fixed assets and equipment are well maintained.
   • Continuously train, coach and motivate direct reports; delegate responsibilities effectively and ensure tasks and deadlines are completed.
   • Manage colleague performance issues promptly and fairly, supporting probation reviews, performance reviews, succession planning and talent development.
   • Ensure communication channels are respected and information is disseminated to the correct colleagues and departments.

1. • Participate in daily briefings, weekly departmental meetings, management meetings and hotel functions as required.

1. • Stay updated with developments in the Fitness, Recovery, Wellness and luxury hospitality industries and identify opportunities to enhance SIRO’s offering.

1. • Create, develop and evaluate innovative classes, recovery services, programmes, activations and experiences that support the SIRO brand and commercial objectives.
   • Monitor class attendance, programme utilisation and guest/member engagement and adapt programming in response to demand, seasonality and business needs.
   • Ensure each new member and relevant guest is supported through a clear performance journey, with effective handovers between Fitness, Recovery and other SIRO services.
   • Work closely with Membership, Guest/Member Experience, Front Office, Marketing, F&B, Rooms and external specialists to create seamless guest and member journeys.
   • Champion integration across SIRO’s five key pillars - Fitness, Recovery, Nutrition, Sleep and Mindfulness - through collaboration with relevant specialists and departments.
   • Use guest feedback, satisfaction scores, NPS/GSI where applicable and operational data to identify areas for improvement and follow through on corrective action plans.
   • Support marketing activities, partnerships, events, VIP activations and external collaborations, ensuring operational delivery meets SIRO standards.
   • Develop and maintain team morale, employee engagement and a culture of accountability, initiative, collaboration and continuous improvements

About You

1. • Fluent in English written and spoken; other languages are a distinctive advantage.

1. • Minimum 3 years of progressive management experience within a 5-star or boutique fitness, recovery, spa, wellness or luxury hospitality environment.
   • Previous experience leading operational and commercial performance across Fitness and/or Recovery, including budgets, revenue, payroll, productivity and cost control.
   • Relevant internationally recognised diploma, Bachelor’s Degree or Postgraduate qualification in Sport & Exercise Science, Fitness, Wellness, Spa Management, Hospitality Management or a related discipline.
   • Skills in sales, guest relations and delivering outstanding customer service in a luxury hospitality environment.

1. • Attention to detail and aptitude to maintain highly hygienic, safe and professionally presented environments.

1. • Strong administration skills and experience managing in accordance with SOPs relating to service, training, inventory, payroll and financial controls.
   • Experience using booking, CRM, hotel or fitness/wellness management systems.

1. • Experience handling crucial situations with guests and colleagues effectively and managing colleague performance issues quickly and fairly.
   • Positive attitude, superior interpersonal skills and strong leadership capability.

1. • Strong ability to coach and motivate colleagues to achieve sales, service, productivity and guest-satisfaction goals and evaluate results.
   • Ability to interpret financial and operational data and convert insight into practical action.

1. • Professional and polished appearance.

1. • Flexible schedule, available to work evenings, weekends and holidays according to business needs.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.