Job Description

Operations Manager Wellness & Guest Experience, Atlantis The Royal
(18987)
A part of Kerzner International, a global leader in luxury hospitality, Atlantis The Royal is the most ultra-luxury experiential resort in the world.
Crafted by the world's leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn.
Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive.
About The Role
The Operations Manager, Wellness and Guest Experience is a results-driven and guest-centric leader responsible for overseeing the daily operations of spa & wellness and holistic guest experiences at AWAKEN. This role combines operational excellence with emotional intelligence to ensure Forbes Five Star service delivery and foster seamless cross-section collaborations between the Wellness Experience Agents and Wellness Attendants. This pivotal role is responsible for curating seamless and personalised guest journeys across spa, wellness & holistic touchpoints. A leader who strategically drives team performance whilst maintaining the highest standards in service, compliance and profitability.
Key Duties and Responsibilities
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 five-star luxury ambiance.
• 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.
• Ensures guest issues are dealt with promptly and efficiently and in confidence, initiating corrective actions.
• Ensure Wellness Experience Agents consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
• Always protect confidentiality including personal data, medical details and any 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 and accurate with no duplicated profiles.

Departmental Meetings

• Conduct pre-shift daily team briefings.
• Weekly one-on-one update meetings with Director of Wellness
• Bi-weekly one-on-one with Wellness Managers and Assistant Managers with minutes by Administrative Assistant.
• Regular one-on-one meetings with WEA and WEA team leader
• Monthly departmental spa colleague meeting. This meeting will address policies, procedures, scheduling and any concerns that the team members have regarding the spa operations.

Training

• Liaise with Departmental Trainer to schedule monthly retail training for wellness colleagues.
• Ensure cleaning and hygiene training for Wellness Attendants is conducted monthly - coordinate with Housekeeping and Public Attendants and vendors when necessary.
• Ensure SOP's have been taught by Wellness Managers and Assistant Managers, ensuring standards are being maintained.
• Ensure that each new staff member has a welcome pack with relevant on-boarding information.
• Ensure the development in conjunction with the Training Manager for all sub-modules of departmental training manuals for WEA & Wellness Attendants.
• Ensure that all departmental learning checklists are completed for each colleague
• Ensure the training matrix is up to date for service providers
• Ensure a minimum of 1 PDP per year is completed
• Create the training program for any Interns coming to spa with clearly defined task schedule, rotation, skill development, and weekly check-ins to ensure the program is vital and useful for both the intern and the spa operations.

Finance

• Ensuring that all accounting procedures are followed i.e. gift certificates, membership cards, daily financial reconciliation and commission reports
• Monitor guest charges, collection, cancellations, complimentary treatment reports and charges to departments
• Assist Director of wellness with compilation of yearly budget and CAPEX project identification
• Ensure all end of month inventory is completed and submitted as per deadline
• Complete monthly statistic reports.
• Calculate commission, tips, retail commission day by day - appointment by appointment. Verify accuracy of guest charges, & various hotel packages, ensure all allocations are being credited to spa.

Inventory

• Guest supplies and non-product supplies - ensure system is mapping correctly.
• Ensure products are registered.
• Track stock rotations ensuring products have the correct shelf life.

Sales and Marketing

• Responsible for attending selected calls as and when is required.
• Conducting interviews with media where required.
• Assist Director of Wellness in the development of the Sales and Marketing plan and event planner.

Team Management

• To build and foster collaborative relationships with other departments within the organization, to stay informed and abreast of new initiatives, products, and services.
• Contribute to the preparation of the department budget and monitor the financial performance of a given area versus the budget.
• Manage the effective achievement of objectives through setting individual objectives, managing performance, developing staff, and providing formal and informal feedback.
• Manage and inspire a talented and diverse group of colleagues, supporting their development and career growth

Talent Development & Team Performance:

• Recruit, onboard, and develop spa and wellness teams including attendants, and guest service agents.
• Deliver regular coaching, performance evaluations, and training sessions aligned with service standards.
• Cultivate a motivated, high-performing team culture centred on guest care, wellness integrity, and employee well-being.

Human Resources

• Responsible for HR leadership of direct reports and their teams (recruitment and selection, performance management (Appraisal/PDP, PIP), colleague development and motivation, counselling / disciplinary issues.
• Maintain and enhance the open-door policy to all colleagues providing advice and guidance.
• Ensure that the administration of the performance review and follow-up process in the operational departments is completed in a timely manner and results of both follow-up and the initial reviews are communicated to all relevant parties.
• Maximize productivity and achieve optimum staffing levels to minimize additional payroll costs.
• Ensures talent reviews are alive and active, and the target audience know why they are so important.
• Ensure 100% compliance with mandatory training for relevant sections.
• Conduct regular coaching sessions with HOD's to further develop technical and management skills.
• Manage the CES (Colleague Engagement Survey) process for the operational departments ensures that the follow up meetings are done, and the staff members have timely feedback.
• Conduct interviews when applicable.
• Review manning and recruitment.
• Ensure one CSR event takes place every quarter.

About You

• Minimum of 5 years of experience as an assistant Spa & Wellness Manager / Spa & Wellness Manager
• Quality driven with keen attention to detail, and ability to communicate standards clearly to all colleague levels.
• Skilled at and confident in handling conflict resolution, service recoveries and generally handling difficult or emotionally charged situations positively.
• Highly intuitive and with keen senses, able to think on their feet, decisive and articulate in communication style.
• Passionate and interested in the spa, fitness, wellness industry
• Strong business, therapy or fitness background a requirement.
• Strong communication, interpersonal and organizational skills, and examples of this.
• Strong leadership qualities, yet able to work independently or as part of a greater collaborative team.
• Confidence and professionalism in dealing with high profile and/or difficult guests and must be confident in liaising with senior hotel and resort management, owners and government officials.
• Ability to work under pressure, be used to a high-volume operation, be very hands on, highly visible and approachable

We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.
With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.

Skills Required