Wellness and Spa Manager

About the Role

The Wellness and Spa Manager is entrusted with managing daily activities within the Wellness & Spa division, delivering an extraordinary guest experience while upholding Rosewood's brand standards and service excellence. This role supervises spa operations, fitness facilities, wellness programs, and retail sales, assisting the Director of Wellness & Spa to meet financial, operational, and quality targets.

Key Responsibilities

• Provide leadership and nurture a high-performing team consisting of Spa Supervisors, Therapists, Attendants, Movement Coaches, and Yoga Instructors through coaching, mentorship, and leading by example.
• Manage smooth daily operations across spa, fitness center, wellness activities, and retail boutique ensuring consistent and effective service during all operational hours.
• Create personalized and memorable luxury wellness experiences by anticipating guests’ needs and maintaining professionalism and discretion.
• Drive retail sales and wellness services by offering consultative product and service recommendations, rather than aggressive selling.
• Stay informed about industry trends, emerging wellness concepts, and innovate guest experiences aligned with Rosewood's wellness philosophy.
• Monitor and analyze key financial metrics such as revenue, productivity, payroll, retail sales, and operating costs to optimize profitability and operational efficiency without compromising guest experience.
• Assist with annual budgeting, prepare monthly forecasts, and generate financial reports in partnership with the Director of Wellness & Spa.
• Control staffing schedules based on demand ensuring cost-effective payroll and labor productivity management.
• Oversee inventory management for professional products, retail merchandise, linens, and consumables to minimize waste and maintain stock availability.
• Promote upselling opportunities for spa treatments, wellness experiences, fitness classes, and retail products to maximize revenue.
• Ensure accurate financial processes including billing, cash handling, charge posting, and adherence to financial policies and procedures.
• Maintain highest standards of presentation, cleanliness, and readiness for all wellness facilities including treatment rooms, relaxation areas, fitness studios, changing rooms, wet areas, and spa retail boutique.
• Review appointment schedules, staff productivity, fitness classes, and wellness activities to optimize resource allocation and service quality.
• Manage efficient staffing allocation based on business needs, guest preferences, and operational priorities.
• Oversee Spa Reception operations for professional guest interactions, appointment management, billing accuracy, communication, and personalized recognition from arrival to departure.
• Ensure every guest journey phase reflects personalized luxury hospitality standards through proper consultation, treatment, retail recommendation, and departure procedures.
• Maintain facility ambiance including room preparation, linen quality, amenities, equipment function, music, lighting, scent, and environmental conditions.
• Coordinate maintenance and preventive upkeep of all spa, fitness, and wellness equipment with Engineering and Housekeeping departments to reduce downtime and ensure exceptional cleanliness standards.
• Collaborate cross-functionally with Front Office, Concierge, Guest Relations, Reservations, and Butler services to ensure seamless guest information flow, VIP arrangements, and special individualized requests.
• Partner with Finance and Cost Control teams to manage inventory accuracy, supplies, linen utilization, retail stocks, and departmental purchasing needs.
• Institute and enforce departmental operational procedures, SOPs, treatment protocols, emergency plans, and checklists.
• Conduct regular facility inspections and daily walkthroughs to identify maintenance needs, service enhancements, and immediate corrective actions.
• Ensure full compliance with hotel policies, local laws, health & safety regulations, hygiene standards, infection control, Forbes Five-Star and LQA standards, and Rosewood quality benchmarks.
• Implement and enforce emergency response protocols, incident reporting, risk management, and guest safety procedures among all associates.
• Handle confidential information related to company operations, guests, and staff with utmost discretion and security.
• Adhere to health and safety practices including hazard reporting, incident documentation, and adherence to HACCP and food safety standards to maintain a safe environment.
• Adapt work schedules and responsibilities flexibly in response to evolving business requirements and support additional projects as needed.