Operations Manager, Fitness & Membership

Operations Manager, Fitness & Membership (21150) A part of Kerzner International, a global leader in luxury hospitality, Atlantis The Royal is the most ultra-luxury experiential resort in the world. Crafted by the world’s leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn. Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive. About The Role The Operations Manager, Fitness & Memberships is responsible for leading the operational, commercial, and service excellence strategy of AWAKEN Fitness at Atlantis The Royal, ensuring a world-class luxury fitness experience while driving membership growth, guest engagement, team performance, and profitability. Key Performance Indicators (KPIs) - FORBES Travel Guide Five-Star Award. - Membership revenue and growth. - Membership retention and renewal rates. - New member acquisition and conversion rates. - Guest and member satisfaction scores. - Personal training revenue. - Department profitability. - Service quality audit scores. - Team engagement and retention. - Innovation and Wellness Elevation. - Upkeep of fitness and wellness facilities. - Achievement of annual budget and business plan objectives. Key Duties and Responsibilities - Oversee the day-to-day operations of AWAKEN Fitness, ensuring seamless delivery of all fitness, movement, recovery, and membership services. - Maintain the highest standards of cleanliness, safety, presentation, and functionality across all fitness and wellness spaces. - Ensure all equipment is maintained, serviced, and operating in accordance with brand and manufacturer standards. - Develop and implement SOPs, operational audits, and service standards to continually enhance the member and guest experience. - Ensure compliance with health, safety, risk management, and emergency response procedures. Membership Management & Growth - Drive membership acquisition, retention, and renewal strategies to achieve revenue and occupancy targets. - Monitor membership sales performance, conversion rates, attrition levels, and member engagement metrics. - Develop exclusive member benefits, events, activations, and wellness programming to increase guest loyalty and utilization. - Build strong relationships with members, act as ambassadors for the AWAKEN brand and ensure personalized service delivery. - Oversee member onboarding, orientation, feedback management, and service recovery processes. Commercial Performance - Deliver departmental revenue targets across memberships, personal training, fitness services, and ancillary wellness offerings. - Analyse business performance through KPIs, reporting, forecasting, and budgeting processes. - Identify opportunities to maximize secondary spend through wellness services, retail partnerships, recovery experiences, and member programming. - Manage departmental labour costs, operating expenses, and productivity targets. Leadership & Team Development - Lead, coach, and inspire a team of fitness professionals, Wellness Experience Agents, and Wellness Attendants. - Recruit, train, develop, and retain top talent in alignment with Atlantis The Royal and AWAKEN service standards. - Conduct regular one-on-one performance reviews, training sessions, succession planning, and career development discussions. - Foster a culture of accountability, collaboration, innovation, and exceptional guest service. Guest Experience & Service Excellence - Ensure every member and guest receives a highly personalized, luxury wellness experience. - Handle VIP guests, residents, celebrities, and high-profile clientele with discretion and professionalism. - Monitor guest satisfaction scores and implement action plans to continuously improve service delivery to a FORBES five Star Luxury level, continuously looking for ways to improve. - Lead service recovery initiatives and proactively resolve guest concerns within one hour of occurrence. Programming & Strategic Initiatives - Collaborate with Spa, Wellness, Nutrition, and Hotel Operations teams to deliver integrated wellbeing experiences. - Support the development and execution of innovative fitness and recovery programs aligned with emerging wellness trends. - Lead special projects, partnerships, brand activations, and member events that enhance AWAKEN's market positioning. - Identify opportunities to elevate the fitness offering through technology, performance optimization, and luxury wellness innovations. M

Oversee the day-to-day operations of AWAKEN Fitness, ensuring seamless delivery of all fitness, movement, recovery, and membership services. Maintain the highest standards of cleanliness, safety, presentation, and functionality across all fitness and wellness spaces. Ensure all equipment is maintained, serviced, and operating in accordance with brand and manufacturer standards. Develop and implement SOPs, operational audits, and service standards to continually enhance the member and guest experience. Ensure compliance with health, safety, risk management, and emergency response procedures. Drive membership acquisition, retention, and renewal strategies to achieve revenue and occupancy targets. Monitor membership sales performance, conversion rates, attrition levels, and member engagement metrics. Develop exclusive member benefits, events, activations, and wellness programming to increase guest loyalty and utilization. Build strong relationships with members, act as ambassadors for the AWAKEN brand and ensure personalized service delivery. Oversee member onboarding, orientation, feedback management, and service recovery processes. Deliver departmental revenue targets across memberships, personal training, fitness services, and ancillary wellness offerings. Analyse business performance through KPIs, reporting, forecasting, and budgeting processes. Identify opportunities to maximize secondary spend through wellness services, retail partnerships, recovery experiences, and member programming. Manage departmental labour costs, operating expenses, and productivity targets. Lead, coach, and inspire a team of fitness professionals, Wellness Experience Agents, and Wellness Attendants. Recruit, train, develop, and retain top talent in alignment with Atlantis The Royal and AWAKEN service standards. Conduct regular one-on-one performance reviews, training sessions, succession planning, and career development discussions. Foster a culture of accountability, collaboration, innovation, and exceptional guest service. Ensure every member and guest receives a highly personalized, luxury wellness experience. Handle VIP guests, residents, celebrities, and high-profile clientele with discretion and professionalism. Monitor guest satisfaction scores and implement action plans to continuously improve service delivery to a FORBES five Star Luxury level, continuously looking for ways to improve. Lead service recovery initiatives and proactively resolve guest concerns within one hour of occurrence. Collaborate with Spa, Wellness, Nutrition, and Hotel Operations teams to deliver integrated wellbeing experiences. Support the development and execution of innovative fitness and recovery programs aligned with emerging wellness trends. Lead special projects, partnerships, brand activations, and member events that enhance AWAKEN's market positioning. Identify opportunities to elevate the fitness offering through technology, performance optimization, and luxury wellness innovations.