Wellness and Spa manager

Job Summary The Wellness & Spa Manager is responsible for the daily operation of the Wellness & Spa department, ensuring exceptional guest experience while maintaining Rosewood brand standards and the highest levels of service excellence. The role oversees Spa Operations, Fitness Centre, Wellness Activities, and Spa Retail, while supporting the Director of Wellness & Spa in achieving departmental financial, operational, and quality objectives. The Wellness & Spa Manager provides leadership and direction to the Spa Supervisor, Spa Therapists, Spa Attendants, Movement Coach, and Yoga Instructor, ensuring a collaborative, high-performing team focused on personalized luxury wellness experiences. Essential Duties and Responsibilities Quality: • Lead with integrity, empathy and professionalism. Inspires, motivates and develops associates through coaching and mentorship. As well lead by example through visible operational presence and hands-on support with positive, inclusive and high-performing team culture. • Oversee the day-to-day operation of the Spa, Fitness Centre, Wellness facilities, and Spa Retail Boutique, ensuring smooth, efficient, and consistent service delivery throughout all operating hours. • Demonstrates genuine passion for creating personalized and memorable wellness experiences. Anticipates guest needs and exceeds expectations through intuitive, thoughtful service. Builds meaningful relationships with guests while maintaining professionalism and discretion. • Promotes retail sales and wellness experiences through consultative recommendations rather than hard selling. • Demonstrates a genuine interest in holistic wellbeing, luxury wellness, fitness, mindfulness, and healthy lifestyles. Keeps current with industry trends, emerging wellness concepts, and innovative guest experiences as well supports the continuous evolution of wellness offerings aligned with the Rosewood philosophy. Financial: • Understands key financial drivers including revenue, productivity, payroll, retail performance, and operating costs. Also, able to identify opportunities to improve efficiency and profitability without compromising the guest experience. • Monitor daily business performance, including treatment revenue, fitness classes and programs (where applicable), wellness activities, retail sales, guest capture, and productivity. • Assist in preparing annual budgets, monthly forecasts, and financial reports in collaboration with the Director of Wellness & Spa. • Monitor payroll costs and labor productivity, ensuring efficient scheduling aligned with business demand and service standards. • Monitor and manage inventory levels of professional products, retail merchandise, linens, consumables, and operating supplies to minimize waste and optimize stock availability. • Drive retail sales through product knowledge, team training, merchandising, and personalized guest recommendations. • Promote upselling of spa treatments, wellness experiences, fitness services, and retail products to maximize revenue opportunities. • Ensure accurate billing, posting of charges, cash handling, and compliance with financial policies and operational procedures. • Analyze financial performance and operational trends, identify opportunities for revenue growth and cost optimization, and implement corrective actions where required. • Standard Responsibilities (adjust if necessary) • Ensure all wellness facilities, including treatment rooms, relaxation areas, changing rooms, wet facilities, fitness, movement studio, and retail boutique, are maintained to the highest standards of presentation, cleanliness, functionality, and guest readiness. • Monitor daily appointments, therapist productivity, fitness schedules, wellness activities, and facility utilization to optimize operational efficiency while maintaining exceptional guest experiences. • Ensure efficient scheduling and allocation of Spa Therapists, Spa Attendants, Movement Coach, Yoga Instructor, and Spa Supervisor according to business demand, treatment requirements, guest preferences, and operational priorities. • Review daily reservations and coordinate staffing levels to maximize productivity, minimize waiting times, and ensure seamless guest flow throughout the wellness journey. • Supervise Spa Reception operations to ensure professional guest interactions, efficient appointment management, accurate billing, effective communication, and personalized guest recognition from arrival through departure. • Ensure every stage of the guest journey, including reservation, arrival, consultation, treatment, post-treatment experience, retail recommendations, and departure, reflects Rosewood's standards of personalized luxury hospitality. • Monitor treatment room preparation, linen standards, amenities, wellness equipment, music, lighting, scent, and environmental conditions to ensure all facilities remain fully operational and guest-ready. • Ensure all spa, fitness, and wellness equipment is properly maintained through routine inspections, preventive maintenance schedules, and prompt reporting of defects to Engineering to minimize operational downtime. • Coordinate with Housekeeping to maintain exceptional standards of cleanliness, linen quality, public areas, treatment rooms, locker facilities, and back-of-house areas. • Coordinate closely with Engineering to ensure preventive maintenance, repair requests, water quality, HVAC systems, lighting, sound systems, and wellness equipment are functioning efficiently. • Collaborate with Front Office, Concierge, Guest Relations, Reservations, and Butler teams to ensure accurate guest information, VIP arrangements, wellness bookings, special requests, and personalized experiences are delivered seamlessly. • Work closely with Finance and Cost Control to maintain inventory accuracy, operational supplies, linen usage, retail stock levels, and departmental purchasing requirements. • Monitor operational supplies, treatment products, consumables, uniforms, and guest amenities to ensure adequate stock levels while minimizing wastage. • Ensure operational procedures, SOPs, treatment protocols, emergency procedures, and departmental checklists are consistently followed by all associates. • Conduct daily facility inspections and operational walkthroughs to identify maintenance issues, service opportunities, and areas requiring immediate corrective action. • Ensure full compliance with hotel policies, local regulations, health and safety legislation, hygiene protocols, infection control procedures, and company standards. • Maintain compliance with Forbes Five-Star Standards, LQA standards, Rosewood brand standards, and all departmental quality assurance requirements. • Ensure emergency response

The Wellness & Spa Manager oversees Spa Operations, Fitness Centre, Wellness Activities, and Spa Retail, supporting the Director of Wellness & Spa to achieve departmental financial, operational, and quality objectives. Provides leadership to Spa Supervisor, Spa Therapists, Spa Attendants, Movement Coach, and Yoga Instructor to deliver personalized luxury wellness experiences. Key duties include overseeing day-to-day spa and facilities operations, maintaining presentation and guest readiness, driving retail and upselling, ensuring compliance with financial policies, managing scheduling and staff productivity, monitoring reservations and guest flow, supervising Spa Reception, coordinating with Housekeeping and Engineering for maintenance and cleanliness, collaborating with Front Office and other departments for guest experiences, controlling inventory and purchasing, enforcing SOPs and safety protocols, conducting facility inspections, and ensuring compliance with Forbes Five-Star, LQA, Rosewood standards, and related quality assurance requirements.