Spa Membership & Wellness Manager

JOB SUMMARY

The Spa Membership & Wellness Manager serves as the strategic leader overseeing all aspects of spa membership, fitness and wellness programs, and racquet sports activities. This role ensures a premium experience for members by driving innovative wellness programming, maintaining operational excellence, and fostering a culture of exceptional service. The Manager collaborates with spa leadership to enhance membership growth, retention, and overall satisfaction while aligning with the resort's wellness philosophy.

JOB FUNCTIONS 

Note: the following duties and responsibilities are not all-inclusive.

Key Responsibilities:

Membership Services & Member Relations:

• Act as the primary leader for all membership operations, providing vision and strategy to enhance the overall member experience.
• Oversee membership enrollment and cancellations, ensuring accurate records and seamless communication with members.
• Partner with marketing and sales teams to develop strategies for membership growth and engagement, driving new member acquisition.
• Proactively address member concerns, requests, and feedback, creating personalized solutions to maintain high service standards.
• Establish and monitor key performance indicators (KPIs) to measure member satisfaction and loyalty.

Strategic Oversight of Fitness & Wellness Programs:

• Lead the design, implementation, and evaluation of innovative fitness and wellness programming, including group classes, personal training, and wellness workshops.
• Supervise fitness instructors and wellness professionals, ensuring consistency in program delivery and adherence to safety standards.
• Continuously assess and refine programming based on member feedback and emerging wellness trends.
• Manage class schedules, staffing, and facility resources to optimize member participation and satisfaction.

Racquet Sports Management:

• Oversee the operations and maintenance of tennis and pickleball courts, ensuring premium-quality facilities.
• Coordinate with instructors to provide engaging lessons, clinics, and tournaments for all skill levels.
• Develop and promote racquet sports events, fostering community and camaraderie among members.
• Monitor equipment and facility upkeep, ensuring timely resolution of maintenance needs.

Program Development & Event Planning:

• Develop and execute a dynamic calendar of member events, such as fitness challenges, wellness retreats, social mixers, and educational workshops.
• Collaborate with spa departments to create cohesive and integrated wellness experiences, aligning with the resort’s brand.
• Utilize participation data and feedback to refine and expand program offerings, enhancing member satisfaction.

Leadership in Member Engagement & Retention:

• Implement strategies to increase member retention and satisfaction, including loyalty programs, appreciation events, and personalized plans.
• Regularly evaluate engagement metrics and drive initiatives to address areas for improvement.
• Foster a welcoming and inclusive environment that supports members' wellness goals and builds long-term loyalty.

Administrative & Reporting Responsibilities:

• Maintain detailed membership and program records, reporting on enrollment, retention, program participation, and facility usage.
• Collaborate with spa leadership to align wellness initiatives with overall resort goals and strategies.
• Manage budgets for wellness programs and racquet sports, ensuring effective resource allocation and cost control.
• Lead and mentor team members to ensure alignment with service excellence and organizational goals.

JOB REQUIREMENTS 

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Proven leadership experience in spa membership, fitness/wellness programming, or a related field, with a focus on strategy and operations.
• In-depth knowledge of wellness practices, fitness program development, and racquet sports (tennis and pickleball).
• Strong organizational, analytical, and multitasking abilities with a strategic mindset.
• Exceptional communication and customer service skills to build and maintain strong member relationships.
• Ability to lead, coach, and inspire a team to deliver top-tier service and achieve departmental goals.
• Proficiency with membership management software, scheduling tools, and budget oversight.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to manage membership databases and software (e.g., CRM platforms).
• Skilled in planning and executing member events and wellness initiatives.
• Financial acumen, including budgeting, forecasting, and managing revenue streams.
• Proficiency in Microsoft Office Suite and other business software.

Working Conditions:

• Full-time leadership role requiring flexibility, including availability on weekends and evenings to accommodate member needs and special events.
• Active role involving walking, standing, and light lifting during events and facility operations.

QUALIFICATIONS