Operations Manager Wellness & Guest Experience, Atlantis Royal

Overview

Atlantis The Royal — Operations Manager Wellness & Guest Experience. The role oversees the daily operations of spa & wellness and holistic guest experiences at AWAKEN, combining operational excellence with emotional intelligence to ensure Forbes Five Star service delivery and cross-functional collaboration between the Wellness Experience Agents and Wellness Attendants. The position focuses on curating seamless and personalised guest journeys across spa, wellness & holistic touchpoints, while driving team performance, maintaining high service standards, compliance, and profitability.

• Guest Experience leadership:
  Oversee and elevate the end-to-end guest journey across spa, wellness, and holistic services, ensuring Forbes Five-Star luxury service standards are consistently met.
• Drive personalization by integrating guest preferences, treatment history, and wellness goals into service delivery and post-visit care.
• Resolve guest concerns and service recovery situations promptly, ensuring satisfaction and brand loyalty.

• Wellness Operations Management:
  Manage the day-to-day operations of spa, wellness, and guest experience sections, ensuring operational efficiency, cleanliness, safety, and a five-star luxury ambience.
• Oversee scheduling, treatment room utilization, inventory control, and supplier coordination to support smooth, smart and profitable operations.
• Support seasonal initiatives including wellness events, signature experiences, and cross-promotional programming.

• Quality Assurance & Compliance:
  Conduct regular audits and inspections to ensure compliance with health & safety, hygiene, and Forbes criteria.

• Commercial & Strategic Contributions:
  Support the Director of Wellness in achieving revenue targets, treatment capture ratios, and retail conversion goals.
• Implement guest loyalty, upsell, and package strategies to increase average spend per guest.
• Monitor guest satisfaction scores (e.g., GRI, NPS), analyse trends, and implement corrective actions where necessary.

• Cross-Departmental
  
  Collaboration:
  
  Participate in brand and property-wide initiatives focused on guest experience, wellness innovation, and team engagement.

• Guest Relations:
  Actively liaises with and engages guests, seeks feedback, welcomes comments, remains approachable and visible; ensure guest issues are dealt with promptly and confidentially, initiating corrective actions.
• Ensure Wellness Experience Agents consistently record guest preferences, accurately updating guest profiles and communicating relevant information to colleagues.
• Always protect confidentiality including personal data, medical details and information provided in confidence by the client.
• Review treatments and notes on Zenoti, ensure accurate configuration, reports are accurate and that guest information is streamlined with no duplicated profiles.

• Departmental Meetings:
  Conduct pre-shift daily team briefings; weekly one-on-one updates with the Director of Wellness; bi-weekly one-on-one with Wellness Managers/Assistant Managers; regular one-on-one meetings with WEA and team leader; monthly departmental spa colleague meeting.

• Training:
  Liaise with Departmental Trainer to schedule monthly retail training; ensure monthly cleaning and hygiene training; ensure SOPs have been taught; provide onboarding packs; develop departmental training materials; complete training checklists; maintain training matrix; ensure minimum PDPs per year; create training program for interns with defined schedule and check-ins.

• Finance:
  Ensure accounting procedures are followed (gift certificates, membership cards, daily reconciliation, commission reports); monitor guest charges, cancellations, and reports; assist Director of Wellness with budget; ensure end-of-month inventory; complete monthly statistics; calculate commissions and ensure accurate allocations.

• Inventory:
  Manage guest and non-product supplies; ensure products are registered; track stock rotations and shelf life.

• Sales & Marketing:
  Attend selected calls as required; conduct media interviews when needed; assist in Sales & Marketing plan development and event planning.

• Team Management:
  Build collaborative relationships…