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.