Job Purpose
To oversee the day-to-day operation and commercial performance of the Spa, ensuring exceptional guest experiences, operational excellence and the highest standards of luxury hospitality. Reporting to the Director of Wellbeing, the role is responsible for operational management, retail performance, team development, scheduling, payroll coordination, purchasing, stock control and the end-to-end guest journey. The role will also undertake Duty Manager shifts across Spa, Fitness and Wellness.
ROLE OVERVIEW
The Wellness Operations Manager plays an integral role in the day-to-day running and development of the fitness and wellbeing offering at Raffles London at The OWO. Combining exceptional hospitality, operational leadership, team development and commercial awareness, the role delivers a seamless, personalised experience for members and hotel guests.
Working closely with the Director of Wellbeing, Membership Manager, and the wider hotel team, the role supports membership acquisition, sales, engagement, satisfaction and retention; drives personal training revenue; contributes to spa treatment and retail sales; and maintains high standards across the gym, studios, pool, thermal facilities and changing areas.
The role develops the wider team, coaches Personal Trainers and fitness instructors, and takes ownership of the fitness programme, including class timetable coordination and teaching within the established programme. It also undertakes Duty Manager responsibilities when required, including designated weekend shifts and periods when senior leadership is absent, overseeing the wider Spa & Wellness operation.
KEY RESPONSIBILITIES
1. Membership & Hotel Guest Experience
- Maintain a visible, approachable presence, building member relationships, recognising preferences and anticipating needs.
- Support the Membership Manager with membership acquisition, sales, tours, onboarding, follow-up, engagement, satisfaction, renewals and retention.
- Identify opportunities to strengthen loyalty, monitor engagement and feedback, and support prompt resolution of concerns and appropriate follow-up.
- Welcome hotel guests, introduce facilities, gym equipment, classes and available fitness, spa and wellbeing services, and remain available to offer guidance throughout their stay.
- Provide informed recommendations and work with Concierge, Reception, Spa and other departments to deliver a seamless guest experience.
2. Fitness Programme & Instructor Coordination
- Develop, coordinate and deliver a varied, engaging class timetable that reflects member and hotel guest demand and supports participation and retention.
- Teach classes within the established programme as an active member of the instructor team, collaborating to deliver a balanced, consistent and high-quality offering.
- Coordinate instructor schedules, cover, studio preparation and timetable changes; monitor attendance and feedback and identify improvements.
- Manage unexpected trainer or instructor absences, arranging suitable cover and stepping in where appropriately qualified and practical to minimise disruption.
- Coach instructors and develop new classes, workshops and wellbeing experiences, communicating programme performance and opportunities to the Senior Membership Manager and Director of Wellbeing.
3. Fitness Operations & Personal Training Revenue
- Oversee personal training, group exercise, fitness assessments, recovery experiences and specialist wellbeing services, ensuring punctuality and consistent standards.
- Own personal training sales against agreed targets, converting enquiries into sessions and packages and encouraging repeat bookings, renewals and long-term client relationships.
- Monitor trainer availability, utilisation, package balances, bookings and cancellations, maintaining accurate records and effective communication.
- Coach Personal Trainers and Freelance Personal Trainers on service delivery, client relationships, professional conduct and commercial performance.
- Review revenue, attendance and service utilisation, identify growth opportunities and report performance to the Director of Wellbeing and relevant senior management.
4. Spa, Wellbeing & Specialist Services
- Maintain a strong working knowledge of spa treatments, wellbeing services and retail products, making appropriate recommendations to members and hotel guests.
- Work with therapists, Spa Butlers and retail colleagues to encourage treatment bookings, product sales and cross-referrals between fitness and spa services.
- Coordinate specialist providers, including physiotherapists, osteopaths and other wellbeing professionals, overseeing schedules, standards, qualifications and referral pathways.
- Support new services, treatments, retail initiatives and member experiences, ensuring information is accurate and aligned with brand standards.
- Use feedback and service utilisation to identify opportunities to integrate fitness, spa and wellbeing services and improve engagement and commercial performance.
5. Facilities, Presentation & Operational Standards
- Own the readiness, presentation and operational condition of the gym, studios, pool, thermal facilities, changing rooms and recovery areas.
- Ensure equipment, studios and facilities are prepared to the highest standards for members, hotel guests and prospective members.
- Conduct inspections and coordinate maintenance and repairs with Engineering, Housekeeping and approved suppliers, following issues through to resolution.
- Oversee equipment inventory, replenishment, servicing and replacement; escalate safety concerns and remove defective equipment from use where necessary.
- Maintain daily checks, cleanliness, equipment setup and operating procedures, working with the Spa Butlers and wider teams to uphold safety, presentation and efficiency.
6. Team Leadership, Commercial Administration & Duty Management
- Assist with the development of the Head Spa Butler, supporting them to lead and mentor the wider Butler team and deliver exceptional, personalised service in line with Raffles standards.
- Lead, motivate and develop Personal Trainers, Freelance Personal Trainers and fitness instructors, setting clear expectations for service, conduct, presentation and commercial performance.
- Identify development needs, provide feedback and support training and continuous improvement across teams within the role’s remit.
- Lead briefings and handovers, promoting collaboration between Membership, Fitness, Spa, Concierge and the wider hotel.
- Undertake Duty Manager responsibilities when required, providing operational leadership across the wider Spa & Wellness department.
- Work designated weekend Duty Manager shifts, overseeing teams, facilities and services to ensure safe, efficient operation and consistent hotel standards.
- Act as a key contact for operational issues, guest concerns, escalations and service recovery; resolve matters where appropriate and escalate to senior management when necessary.
- Monitor revenue, expenditure, supplier costs, stock and service utilisation against budgets, maintaining accurate records, procedures, training documentation and incident reports.
- Update senior management on team performance, service standards, commercial results, feedback, operational issues and improvement opportunities.