Job Description

Operations Manager, Wellness & Guest Experience
(16609)
At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests' expectations at every possible turn.
Atlantis, The Royal will forever change the landscape of Dubai. Crafted by the world's leading designers, architects and artists, this iconic destination will offer extraordinary stays, dining, attractions and entertainment. The world is yet to experience anything like it. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple's retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it's our passion.
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 wellness operations and holistic guest experiences at AWAKEN SPA in Atlantis The Royal. This role combines operational excellence with emotional intelligence to ensure Forbes Five Star service delivery and fosters 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 and holistic touchpoints. Person in this role 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 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 departments, ensuring operational efficiency, cleanliness, safety, and luxury ambiance.
• Oversee scheduling, treatment room utilization, inventory control, and supplier coordination to support smooth and profitable operations.
• Support seasonal initiatives including wellness events, signature experiences, and cross-promotional programming.

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

Management of Team

• 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

About You
We are looking for candidates who can demonstrate the below:

• Minimum of 5 years of experience as a Spa Manager within a similarly rated property
• Drive towards quality with keen attention to detail - and ability to communicate standards clearly to all colleague levels
• Confidence in handling conflict resolution, service recoveries and generally handling difficult or emotionally charged situations positively and coming to mutual solutions.
• 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 as a requirement.
• Strong communication, interpersonal and organizational skills
• 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

Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career.
Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.