Fitness & Spa Manager at Hyatt

About the role

The Fitness & Spa Manager is responsible for overseeing the daily operations of the hotel’s fitness and spa facilities, ensuring high standards of service, guest satisfaction, financial performance, and team development. This role blends operational leadership with strategic vision to grow wellness revenue, maintain guest loyalty, and deliver exceptional wellness experiences.

Key Responsibilities

Operations Management

• Oversee the daily running of fitness center, gym, spa treatment rooms, reception, locker rooms, and relaxation areas.
• Maintain a clean, safe, and welcoming environment, ensuring all equipment and treatment rooms are in top condition.
• Develop and monitor standard operating procedures (SOPs) for spa and fitness operations.
• Coordinate staff scheduling and resource allocation to meet business needs while controlling labour costs.

Financial Management

• Prepare and manage departmental budgets, including operating expenses, labour, and capital costs.
• Monitor financial performance (revenues, expenses, KPIs) and implement strategies to maximize profitability (e.g., upselling, cross-selling).
• Work on retail sales of spa products, and control inventory, ordering, and usage of spa supplies

Guest Experience & Service

• Ensure all guest interactions deliver Hyatt’s standards of service, and handle guest feedback, concerns, or complaints in a timely, professional manner.
• Design and implement wellness and fitness programs (classes, packages, promotions) to drive engagement and revenue.
• Personalize guest wellness journeys, making treatment and fitness recommendations and coordinating with other hotel departments (e.g., rooms, sales) for integrated offerings.

Team Leadership & Development

• Recruit, train, coach, and mentor the spa and fitness team (therapists, trainers, receptionists, attendants).
• Foster a culture of excellence, collaboration, and professionalism in the team.
• Conduct performance reviews, identify development needs, and create training plans.

Marketing & Business Development

• Develop and execute a 12-month marketing plan for the spa and fitness department, in conjunction with hotel Sales & Marketing.
• Promote spa membership or wellness packages, work on group sales (e.g., meeting planners) to increase utilization.
• Stay informed of competitor offerings, wellness trends, and pricing strategies.

Health, Safety & Compliance

• Ensure compliance with health, hygiene, and safety regulations in spa and fitness operations.
• Monitor maintenance of equipment, report issues to engineering, and coordinate scheduled servicing.
• Implement emergency protocols, staff training for first aid, and guest safety guidelines.

Administrative Duties

• Maintain departmental records, including guest feedback, financial reports, inventory logs, and staffing schedules.
• Prepare regular management reports (monthly financials, business reviews, staffing analysis).
• Liaise with other hotel departments (Rooms, Sales, Marketing, Engineering) to ensure integrated operations and brand consistency.

Qualifications

• Education: Bachelor’s degree in hospitality management, Spa Management, Wellness, Business, or related field.
• Experience: Minimum 3+ years in spa management, preferably in a luxury hotel or resort environment.
• Leadership: Proven ability to lead, motivate, and develop a diverse team.
• Financial Acumen: Strong understanding of budgeting, P&L management, cost control, and revenue generation.
• Customer Service: Excellent guest service mindset; experience managing guest satisfaction in wellness or hospitality.
• Marketing Skills: Experience in promoting spa and fitness services, package development, and cross-department collaboration.
• Technical Skills: Proficiency with spa management software (Book4Time), Microsoft Office, and reporting tools.
• Communication: Strong verbal and written communication skills; ability to work cross-functionally.
• Physical Requirements: Ability to be on feet, walk through facility, occasionally lift/move light equipment.
• Flexible Schedule: Must be available to work weekends, holidays, and variable shifts typical in hospitality.