Club & Spa Operations Manager

The Club & Spa Operations Manager is responsible for overseeing the daily operations of the Club, Spa, Fitness and Membership Program to ensure exceptional guest and member experiences while maximizing operational efficiency and revenue. This leader is responsible for maintaining high service standards, responding promptly to member and guest concerns, overseeing facility operations, developing revenue-generating initiatives, and leading a high-performing team committed to excellence. The ideal candidate is passionate about hospitality and wellness, possesses strong leadership skills, and thrives in creating memorable experiences that drive member satisfaction, retention, and profitability.

Responsibilities

Oversee the daily operations of the Club & Spa, including the fitness center, locker rooms, pool amenities, spa treatment areas, retail space, member services, and guest experience; Develop and manage innovative spa programs, wellness initiatives, seasonal promotions, special events, and retail strategies that enhance the guest experience, and increase member engagement; Lead daily operations by partnering with the Spa Supervisor, spa providers, spa reception team, and club staff to ensure seamless service delivery and an exceptional experience for both members and resort guests; Monitor daily operations, appointment availability, staffing levels, facility usage, and guest flow to maximize efficiency, service quality, and overall utilization; Build strong relationships with members and guests by delivering exceptional customer service, responding promptly to inquiries, concerns, and service recovery opportunities, and fostering long-term member satisfaction and retention; Develop and implement operational improvements that enhance the member and guest experience, increase efficiency, and support overall business objectives; Ensure luxury hospitality standards are consistently maintained across all Club & Spa operations while adhering to company policies, procedures, brand standards, and safety regulations; Develop and implement creative strategies to increase membership sales, spa bookings, retail sales, fitness programming, and overall departmental revenue; Create promotions, seasonal packages, wellness events, and special programming that attract new members and guests while increasing repeat business; Identify opportunities to upsell services, memberships, retail products, and wellness experiences; Collaborate with Sales, Marketing, and Hotel Operations to promote club and spa offerings; Analyze monthly financial performance, revenue trends, labor costs, and expenses, implementing action plans to improve profitability; Ensure all Club & Spa facilities are clean, organized, safe, fully operational, and maintained to the highest standards of quality and presentation; Conduct regular inspections of all Club & Spa facilities and coordinate with appropriate departments to ensure maintenance issues, equipment repairs, and operational needs are addressed in a timely manner

Requirements

Minimum 3 years of leadership experience in spa, fitness club, hospitality, wellness, or luxury resort operations; Proven experience leading teams and managing daily operations; Strong financial acumen with experience managing budgets and revenue goals; Excellent customer service and conflict resolution skills; Strong organizational and time management abilities; Experience with membership management systems, spa scheduling software, and Microsoft Office

Nice to have

Bachelor's degree in Recreation Management, Hospitality Management, Business Administration, or related field preferred; Book4Time and Club Automation experience is a plus; CPR/First Aid certification preferred