Wellness Manager

Reporting to:
General Manager

Scope of Role:

The Wellness Manager is responsible for the P&
L and operation of the spa, fitness, and co-working space ensuring the highest standards of customer service and satisfaction throughout all aspects of the wellness operation. This role also drives business growth, strategising business development, and overseeing sales and marketing for the wellness operations, contributing to the overall success of The Initial Sama.

Key Areas of Responsibility:

1. SPA, FITNESS, AND CO-WORKING SPACE OPERATIONS

• Oversee and manage all operations within the spa, fitness, and co-working space, ensuring they meet the highest standards and align with The Initial Sama's brand.
  
• Ensure the cleanliness, maintenance, and proper functioning of all equipment and guest supplies in these areas.
  
• Develop and implement operational policies and procedures to enhance efficiency and service quality.
  
• Regularly monitor the productivity of the operations in all areas to improve stock control systems, procurement, spa software, daily task rotation, and all the SOPs.
  
• Provide updates to SOPs, manuals, and workbooks to ensure that all operational procedures are carried out in the prescribed manner.
  

2. WELLNESS ACTIVITIES AND PROGRAMMES:

• Curate and manage all wellness, fitness, and co-working classes and activities for guests and members, ensuring they meet their needs and goals.
  
• Develop and execute an annual events and programme calendar to enhance the wellness offerings.
  
• Maintain exceptional standards for all wellness activities as per The Initial Sama and Resort brand standards.
  

3. SALES AND MARKETING:

• Drive the team to exceed sales targets and objectives set by the General Manager.
  
• Maximise membership sales by promoting ongoing wellness programmes and cross-selling other business centres.
  
• Maintain a comprehensive knowledge of all treatments, packages, and promotions.
  
• Participate in and oversee demonstrations/events as required.
  
• Develop Sales &
  Marketing strategy including annual calendar of events and promotions together with the Marketing Manager and Director and contribute to successful execution.
  
• Ensure the promotion, activities, and events are fully advertised and supported within the spa and the resort.
  
• Actively participate in spa &
  wellness conferences and gatherings to stay relevant on industry trends and competitors' activities.
  

4. PR &
MARKETING &
BRAND MANAGEMENT:

• Act as a brand ambassador and guardian to ensure the brand is never diluted, distorted, or misrepresented.
  
• Research, develop, and manage the Yearly Marketing Plan, including PR and marketing activities, promotional initiatives, and events and programmes.
  
• Review and assess the Yearly Marketing Plan regularly to meet set revenue targets and business objectives.
  
• Ensure that appropriate SOPs are in place for PR &
  marketing activities and initiatives by coordinating internal trainings and briefings.
  
• Manage all editorial coverage and creative and promotional materials to appropriately represent The Initial Sama brand.
  
• Develop strategies to integrate the wellness proposition across the resort booking platforms.
  
• Support PR planning and launch activities of the wellness to create maximum coverage.
  

5. EVENT &
PROGRAMME MANAGEMENT:

• Plan, coordinate, communicate, and execute various events to target audiences within the guidelines.
  
• Liaise with other business units to seamlessly run events and programmes.
  
• Strive to exceed sales targets and objectives from the events and programmes as set by the General Manager.
  
• Track promotions and analyse marketing numbers, producing regular reports.
  

6. GUEST RELATIONS:

• Lead by example by providing a warm welcome to clientele and striving to provide outstanding service.
  
• Conduct tours for VIPs, journalists, and prospective members, acting as an Ambassador for The Initial Sama at all times.
  
• Initially deal with all guest enquiries, feedback, complaints, and issues, ensuring necessary follow-up/action is carried out.
  
• Create and maintain relations with spa guests through having an active presence in key guest areas.
  

7. STAFF MANAGEMENT:

• Lead, train, and develop the wellness team on relevant programmes and procedures.
  
• Conduct regular team meetings, communicating guest information, resort news, and revenue targets.
  
• Set appropriate targets for all key areas of operations, including receptionists, therapists, and attendants. Evaluate performance regularly and strategise to meet and exceed targets.
  
• Provide leadership, direction, and support to the employees at the wellness department to develop a highly motivated team, delivering high standards of service in all areas.
  
• Develop an annual training plan with section heads to ensure all employees are trained and developed to meet business needs.
  
• Design and drive employee engagement programmes, such as employee of the quarter and staff recognition, to build a stable and thriving team.
  
• Demonstrate a professional demeanour at all times, particularly regarding punctuality, appearance, and general manner.
  

8. FINANCE &
COMMERCIAL:

• Prepare the annual budget.
  
• Monitor and analyse daily/monthly financial reports and set short-term and long-term action plans as necessary.
  
• Monitor KPI reports daily and take necessary actions timely to achieve the financial budget.
  
• Ensure each staff member's capacity is maximised with proactive incentive schemes and training throughout the year.
  
• Produce analytical reports on key operating performance statistics as necessary.
  
• Communicate clearly with the team on financial results and agreed budget to engage each employee in achieving the goals.
  
• Actively create cost-saving initiatives.
  

9. DUTY MANAGEMENT FOR THE HOTEL:

• Act as Duty Manager when assigned, ensuring the facility is adequately manned at all times.
  
• Oversee the smooth running of all business centres in the wellness facility.
  
• Inform the relevant department head of any complaints or issues regarding the facility, taking action or recommending amendments if necessary.
  
• Complete daily opening procedures and checklists, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
  
• Attend management meetings, providing up-to-date revenue figures and communicating the day's business, guests, and activities to other department heads.
  

10. HEALTH, SAFETY &
HYGIENE:

• Ensure all health and safety guidelines are adhered to and that all new staff receive instruction as part of their spa and wellness induction programme.
  
• Ensure the cleanliness of all wellness facilities and image are in line with agreed standards and reviewed with key staff regularly.
  

11. OPERATIONS/GENERAL:

• Contributing to the overall success of The Initial Sama. Regularly update manuals and workbooks to ensure all operational procedures are carried out as prescribed.