Wellness Manager

Open 20d

Key Responsibilities

Operational Supervision & Quality Assurance:

Oversee daily operations of the spa, fitness center, recreation areas, and wellness facilities, ensuring seamless service delivery.
Conduct regular inspections of treatment rooms, wellness areas, and recreational facilities to ensure adherence to Raffles & Fairmont brand standards.
Ensure all wellness facilities are fully operational, safe, and guest-ready at all times.
Monitor proper usage, maintenance, and inventory of spa products, equipment, and retail items.
Ensure all treatments and services are delivered in line with approved protocols and quality standards.

Guest Experience & Service Excellence:

Deliver exceptional, personalized wellness journeys aligned with ultra-luxury guest expectations.
Ensure all wellness touchpoints reflect attention to detail, ambiance, and sensory experience.
Respond promptly and professionally to guest feedback, requests, and concerns.
Coordinate bespoke wellness experiences, including VIP arrangements, private sessions, and special occasions.
Support service recovery efforts through immediate corrective actions and follow-through.

Team Leadership & Development:

Lead, coach, and inspire the spa, fitness, and recreation team to uphold Raffles service culture and Heartist® values.
Conduct daily briefings to communicate operational priorities, guest movements, and service standards.
Provide structured training, mentoring, and continuous feedback to ensure high performance.
Support recruitment, onboarding, scheduling, and attendance monitoring of the team.
Drive a culture of engagement, accountability, and continuous improvement.

Coordination & Communication:

Liaise closely with Front Office, Guest Relations, Housekeeping, Engineering, and F&B to ensure seamless guest experiences.
Coordinate wellness offerings with other departments to create integrated luxury experiences.
Ensure accurate communication of guest preferences, bookings, and special requirements.
Report maintenance issues, equipment faults, and safety concerns promptly.

Commercial & Financial Performance:

Drive revenue across spa treatments, retail products, memberships, and wellness programs.
Monitor performance indicators such as treatment utilization, retail conversion, and guest satisfaction scores.
Support budgeting, forecasting, and cost control initiatives.
Identify opportunities for upselling, cross-selling, and experience enhancements.

Standards, Safety & Compliance:

Enforce grooming, hygiene, and safety standards in all wellness areas.
Ensure compliance with hotel policies, Saudi regulations, and health & safety requirements.
Maintain confidentiality of guest information and uphold privacy standards.
Ensure adherence to sustainability and environmental practices aligned with brand values.

Minimum 4–6 years of experience in Spa & Wellness operations within an ultra-luxury or five-star hotel environment.
Previous supervisory or managerial experience in spa, recreation, or wellness operations is required.
Diploma or Degree in Hospitality, Wellness, Spa Management, or related field is an advantage.
Pre-opening experience is highly desirable.

Skills & Competencies:

Strong leadership and team management capabilities.
Excellent attention to detail and service quality orientation.
Strong commercial awareness and ability to drive revenue.
Effective communication and stakeholder coordination skills.
Strong organizational, planning, and problem-solving abilities.
Familiarity with spa systems, booking platforms, and property management systems is an advantage.

Personal Attributes:

Strong understanding of ultra-luxury wellness concepts and brand alignment.
Experience in pre-opening operations, project coordination, and setup of wellness facilities is highly preferred.
Ability to create innovative and culturally relevant wellness experiences aligned with the Red Sea destination.
A proactive, anticipatory approach with a strong sense of accountability and ownership.
Impeccable grooming and personal presentation aligned with luxury standards.

See also