WELLNESS MANAGER

Requirements:

• A Bachelor degree in Business Administration, Hotel and Restaurant Management, or related major
• Minimum 3 years of experience in the spa, guest services, front desk, sales and marketing, or related professional area
• Hyper focused on delivering exceptional guest experiences
• Up to date on current industry trends and best practices
• Skilled in recruiting, training, and leading a diverse team of therapists and wellness professionals
• Proven track record in driving business performance, managing budgets, and operational metrics
• Passion for mindfulness, holistic wellness, and luxury hospitality

Job Description:

• Act as Duty Manager, overseeing daily operations and resolving issues
• Manage wellness classes and activities, and plan an annual calendar of wellness events
• Plan and execute wellness events in collaboration with other departments
• Ensure compliance with health and safety standards and maintain cleanliness of facilities
• Ensure excellent guest service, address inquiries and complaints, and maintain guest relationships
• Lead, train, and develop the wellness team, ensuring high service standards
• Prepare and monitor budgets, and ensure financial targets are met
• Identify and select external partners to collaborate with the spa and wellness center, particularly in the retail area

Spa and Wellness Operations

• Oversee daily operations and ensure compliance with company standards
• Maintain cleanliness, maintenance, and functionality of guest equipment and supplies
• Develop and implement operational policies to enhance efficiency and service quality
• Monitor productivity to improve stock control systems, procurement, spa software, daily task rotation, and SOPs
• Regularly update manuals, SOPs, and workbooks

Wellness Activities and Programs

• Develop and execute an annual events and programmed calendar to enhance the wellness offerings
• Maintain high standards for all wellness activities in accordance with company standards

Sales and Marketing

• Drive the team to exceed sales targets and objectives set by the General Manager
• Promote wellness programs to increase membership sales
• Maintain a comprehensive knowledge of all treatments, packages, and promotions
• Actively participate in conferences and meetings related to spa and wellness to stay updated on emerging industry trends
• Develop sales and marketing strategies, including an annual event and promotional calendar in collaboration with the Marketing Manager

Public Relations, Marketing, and Brand Management

• Act as a brand ambassador to ensure brand consistency and representation
• Manage and develop the Annual Marketing Plan, including PR and promotional activities
• Ensure PR and marketing activities adhere to SOPs and support brand image
• Oversee editorial content and promotional materials for wellness events

Event and Program Management

• Plan, coordinate, and execute wellness events and programs
• Collaborate with other business units to ensure smooth event operations
• Oversee promotional activities and analyze marketing metrics, providing regular reports

Guest Relations

• Ensure excellent service, address inquiries and complaints, and maintain guest relationships

Staff Management

• Lead, train, and develop the spa team to ensure high service standards

Financial and Commercial Management

• Prepare the annual budget
• Monitor and analyze daily/monthly financial reports and set short-term and long-term action plans as necessary
• Monitor KPI reports daily and take necessary actions timely to achieve the financial budget
• Ensure each staff member's capacity is maximized with proactive incentive schemes and training throughout the year
• Communicate clearly with the team on financial results and agreed budget to engage each employee in achieving the goals
• Actively create cost-saving initiatives

Health, Safety, and Hygiene

• Ensure compliance with health and safety standards and maintain cleanliness of facilities

Duty Management

• Act as Duty Manager, overseeing daily operations and resolving issues