Job Title

Knotel is a pioneering flexible workspace provider, redefining how businesses approach workspaces and real estate. With a commitment to service and tailored solutions, we are at the forefront of the future of work. Our Workclub combine dynamic environments, hospitality, cutting-edge technology, and a collaborative ethos to create unique spaces that provide for all sessions in your working day. In 2023 we grew the Old Sessions House Workclub into the workspace of choice for London businesses looking for a space that makes them stand out. JOB DESCRIPTION / PURPOSE: We are seeking an exceptional Operations Manager to lead the day-to-day running of our Workclub at Old Sessions House and ensure the highest standards of hospitality, efficiency and building performance. This role is the operational heartbeat of the club, responsible for facilities ownership, creating scalable systems and processes, and ensuring our members and guests experience memorable service from the moment they arrive. You will work closely with the General Manager and wider leadership team to optimise operations, elevate service, and embed a culture of continuous improvement. ESSENTIAL DUTIES: Facilities & Building Operations Oversee all aspects of building performance including maintenance, cleaning, security, health & safety, and compliance. Create and manage planned preventative maintenance (PPM) schedules to ensure the building always operates at premium standards. Conduct regular floor walks to identify issues, risks and opportunities for improvement. Own incident management, reporting and resolution with clear follow-up actions. Systems, Processes & Operational Excellence Build, document and implement operational SOPs across front-of-house, back-of-house, events, facilities and member experience Introduce systems that enhance consistency, efficiency and accountability (checklists, trackers, digital tools, dashboards). Drive continuous improvement projects to reduce inefficiencies and improve member experience. Support change management by training the team on new processes and ensuring strong adoption. Monitor operational KPIs and produce regular reporting for leadership.Member Experience & Service Delivery Ensure a premium service environment across all touchpoints – arrival, communal spaces, meeting rooms, events and hospitality. Resolve member issues professionally and proactively, ensuring operational fixes are made and root causes addressed. Support event operations and ensure internal programming runs smoothly from an operational perspective. Team Leadership & Culture Lead and motivate the house team with clear direction and high accountability. Train staff on SOPs, safety, building protocols and service expectations. Foster a culture of hospitality, ownership and operational excellence. Financial & Commercial Manage operational budgets, ensuring cost efficiency without compromising quality.Track and optimise spend on contractors, consumables, repairs and utilities. Support forecasting and capex planning for building improvements and strategic upgrades. Contribute to commercial insights, member retention strategies and operational efficiencies. SKILLS & EXPERIENCE Proven experience in operations or facilities management within hospitality, members clubs, hotels, premium workspaces, or similar environments. Strong understanding of building operations, maintenance, compliance and health & safety. Demonstrated ability to develop and roll out systems, processes and SOPs at scale. Exceptional organisational skills and attention to detail. Strong leadership and communication skills, able to influence internal teams and external contractors. Problem-solver with a proactive, hands-on approach and a “fix before it breaks” mindset. Ability to manage multiple priorities in a fast-paced, premium environment.Tech-savvy, with experience using operational or facilities management software. WHAT SUCCESS LOOKS LIKE: The building is consistently immaculate and operates fault-free. SOPs are clear, adopted, and embedded across the team. Member satisfaction is high, with operational issues proactively addressed.Operational reporting and KPIs give leadership clarity and confidence. Your work contributes directly to a calm, premium, frictionless environment for members.Operations in the house improve 1% daily.