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.
Job requirements
EXPERIENCE & QUALIFICATIONS
Management or supervisory experience in luxury hospitality, a premium fitness club, spa or wellbeing operation.
Experience coordinating personal training, fitness programmes and specialist service providers.
Relevant fitness qualifications and the ability to teach classes within the established programme.
Proven ability to deliver personalised service while driving sales, repeat bookings and commercial performance.
Experience supporting membership acquisition, relationship management, member satisfaction and retention.
Demonstrable ability to coach and develop teams, manage guest concerns and maintain standards in the absence of senior management.
Strong leadership, communication, organisation and relationship-building skills; experience overseeing facilities, equipment, revenue, utilisation and operating costs.
Flexibility to work weekends, public holidays and varied shifts, including designated Duty Manager shifts.
DESIRABLE
Qualifications in fitness, sport, wellbeing or hospitality management; experience managing pool and thermal facilities.
Experience supporting spa treatment and retail sales, developing classes, specialist services and member events.
Current first aid qualification and experience undertaking Duty Manager responsibilities in luxury hospitality, a spa or premium leisure environment.
TPBN1_UKCT
Wellness Operations Manager in London employer: Raffles London
Raffles Hotels & Resorts is an exceptional employer, offering a unique blend of rich history and modern luxury in a vibrant work environment. With a commitment to employee growth and development, team members enjoy numerous opportunities for advancement while being part of a culture that values creativity and respect for diverse experiences. Located in prestigious destinations, working at Raffles means being part of a legendary brand that not only curates unforgettable guest experiences but also fosters a supportive and enriching workplace.
