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Job Purpose:
Provides operational and commercial oversight to ensure Wellness offerings perform profitably pre- and post-opening, while upholding service excellence, quality standards, health and safety, and continuous improvement across hotel and destination wellness operations.
Job Responsibilities:
Functional/Technical Responsibilities
- 1. Operational Audits, Quality and Readiness
- Lead pre- and post-opening inspections of Wellness and Spa operations to evaluate service delivery, programming standards, operational readiness, and guest experience execution, and drive corrective action where needed.
- Oversee LQA hotel reviews for Wellness functions, ensuring quality standards are maintained and follow-up actions are implemented effectively.
- Serve as the Wellness lead for new openings, ensuring smooth integration of wellness standards, operational requirements, and service execution across properties.
- 2. Operational Performance and Commercial Oversight
- Monitor and report on Wellness operational and commercial performance, providing insights and recommendations to Asset Management and key stakeholders including Spa Directors, and General Managers
- Work in partnership with hotel operators to improve profitability, commercialization, operational efficiency, and delivery against owner KPIs.
- Review and assess commercial strategies and financial performance of hotels, identifying opportunities to enhance Wellness business outcomes.
- Audit VRS, RSG, and operator websites to ensure accurate content and hotel spa package information is available for users, and provide feedback analysis and work with Wellness Comms to correct and update.
- 3. Destination Operations, Standards and Compliance
- Support the Destination Operations team in executing destination-wide strategies that elevate service excellence and operational consistency within Wellness.
- Ensure robust health and safety practices are maintained across Wellness operations, including Wellness Route activations and guest-facing experiences.
- Strengthen operational performance through continuous improvement of policies, procedures, and operating standards.
- Standardize OSE planning and process across Wellness functions to improve efficiency, coordination, and execution.
- 4. Internal Alignment, Training and Capability Building
- Drive proactive internal communication initiatives that build internal awareness, improve knowledge sharing, and strengthen cross-functional alignment.
- Develop and deliver quarterly internal training programs, supported by practical tools and resources that reinforce Wellness standards and operational readiness.
- 5. Procurement and Operational Support
- Provide procurement support for Wellness-related pre-opening and operational needs as required.
Job Requirements:
Educational Background:
Bachelor's degree in hospitality management, Wellness, Spa Management, Business Administration, or a related field preferred. A diploma or professional qualification in Spa Therapy, Wellness Therapy, Beauty Therapy, Physiotherapy, or a related discipline is required.
Years of Experience:
Minimum 5 years of experience in luxury hospitality, wellness, and spa operations.
Other Requirements:
- Middle East preferred experience. Proven track record in large-scale operations and previous Spa and Wellness Operations experience.
- Must have previous hands-on experience as a therapist within a luxury hotel or luxury wellness environment.
- Proven operational experience within large-scale wellness or hospitality operations, with exposure to service standards, guest experience, and quality management.
Skills:
- Strong operational knowledge of luxury hospitality, spa, and wellness environments.
- Sound understanding of LQA, service excellence, and hospitality quality standards.
- Commercially aware, with the ability to review operational performance, business drivers, and owner KPIs.
- Highly detail-oriented, with strong focus on accuracy, consistency, and quality follow-through Process-driven, with the ability to strengthen structure, standards, and operational discipline.
- Effective relationship builder, able to work across operators and internal stakeholders
- Strong cross-functional working style, with the ability to collaborate across multiple departments
- Clear and professional communicator, both written and verbal
- Capable of identifying gaps, proposing practical solutions, and driving continuous improvement
- Able to develop training tools, support operational capability, and reinforce standards across teams
