Hospitality Manager

Fountain Life•Naples, FL

About The Position

As Hospitality Manager, you will serve as the heartbeat of the center, owning the entire member experience from the moment a person books their appointment and through their whole journey, making a lasting impact on their life. This is not a back-office role. You will be the face of the center’s culture, the conductor of seamless care, and the champion of personalization. By working closely with both the Center Director and cross-functional teams, you’ll create an environment where every member feels seen, valued, and supported on their journey toward better health. Our Customer Experience Promises Surprise and delight every member Exceed expectations through excellence and consistency Support members’ emotional journey so they feel safe, empowered, and educated Respect members' time with seamless, intuitive experiences Make every touchpoint easy to understand and deeply personalized Ensure all results are simple, data-driven, and actionable Deliver a premium, global 21st-century experience Ask for feedback—and act on it Create memorable, life-enhancing experiences What You’ll Do As the Hospitality Manager, you will take ownership of the entire member experience within the center, ensuring every client feels welcomed, valued, and inspired from start to finish. You’ll act as the connective force between the clinical team, operations, and client services, ensuring a seamless, personalized journey for each member. You’ll lead by example, setting the tone for elite service standards, optimizing daily workflows, and championing a culture of care, excellence, and empathy. Whether resolving issues in real time, enhancing client retention efforts, or educating members about their wellness options, your focus will always be on delivering extraordinary experiences that build trust and loyalty. Your ability to translate complex services into human-centered moments will position you as a vital contributor to the success and reputation of your center—and a leader within the broader mission of transforming healthcare at Fountain Life. You bring a deep commitment to exceptional service, a natural talent for building relationships, and a genuine passion for health and wellness. Whether your background is in luxury hospitality, boutique fitness, concierge medicine, or premium wellness environments, you understand what it means to deliver high-touch, personalized experiences and leave a lasting impact. You are organized, emotionally intelligent, and proactive—someone who can seamlessly manage details while creating meaningful human connections. You know how to lead by example, inspire teams, and uphold standards in fast-paced, service-driven environments. Most importantly, you thrive when your work helps others live better, healthier lives.

Requirements

Experience working in wellness, fitness, luxury spa, or holistic health settings where personal growth and lifestyle transformation are central to the mission.
Background in high-end hospitality, concierge services, or boutique fitness, where anticipating and tailoring experiences to individual needs is expected.
Proven success in guest-facing roles requiring empathy, grace under pressure, and the ability to navigate diverse personalities and emotions.
Experience managing guest flows, schedules, or service logistics in premium environments with high standards and low tolerance for error.
Demonstrated ability to nurture long-term relationships, build trust, and support member or guest retention in recurring service businesses (e.g., memberships, clubs, wellness programs).
History of training, mentoring, or inspiring cross-functional teams in hospitality, retail, wellness, or clinical environments, particularly where service and culture are priorities.
Worked in fast-paced, client-centric environments where anticipating issues and acting decisively improved outcomes and satisfaction.
Comfortable navigating complex schedules, evolving member needs, or operational challenges while maintaining a calm, polished presence.
Roles that demanded accountability for outcomes, such as department lead, operations manager, or guest experience supervisor, in premium service industries.
Experience in client consultation, service education, or team coordination, requiring clear, confident, and compassionate communication.
History of implementing feedback systems, process enhancements, or client experience upgrades to elevate service delivery and operational efficiency.
Passionate about contributing to purpose-led companies with a vision of impact, particularly in health, wellness, or transformative service sectors.
Bachelor's degree preferred in Hospitality Management, Business Administration, Health & Wellness, Communications, or a related service-focused field
3+ years of experience in client-facing roles within luxury hospitality, boutique wellness centers, high-end fitness studios, spa/resorts, or concierge healthcare
Proven track record of delivering personalized, high-touch service to a discerning or VIP clientele
Experience in environments where service consistency, emotional engagement, and client retention were key performance indicators
Background in roles requiring operational coordination, guest flow management, or team leadership across multiple functions (e.g., front-of-house + service delivery)
Demonstrated success in resolving client concerns, building loyalty, and driving positive word-of-mouth or referrals
Comfort working in fast-paced, dynamic environments with high expectations for both service quality and professionalism

Nice To Haves

Equivalent experience in luxury service, wellness, or client-centered industrieswill be strongly considered instead of a formal degree
Certifications in customer experience, wellness coaching, fitness leadership, or concierge service excellence are a plus
Previous experience managing or supporting premium memberships, health journeys, or lifestyle programs is highly desirable

Responsibilities

Create an exceptional, high-touch welcome and farewell experience—every time.
Know each member by name and understand their individual preferences, concerns, and goals.
Be present and proactive throughout the member journey, anticipating needs before they arise
Translate clinical services into emotionally resonant, empowering experiences
Reinforce the value of our services by educating clients about their Diagnostics, Optimization, and Regenerative options
Own the daily rhythm of the center: ensure scheduling, room flow, and staff readiness support a flawless experience.
Collaborate with Program Advisors and clinical staff to optimize client throughput without sacrificing personalization.
Monitor and elevate hospitality standards among all departments—both clinical and non-clinical
Ensure timely and accurate pre-procedure payment collection and coordinate logistics around testing.
Model best-in-class service behaviors and train others to do the same
Reinforce the "one team" mentality—clinical or non-clinical, all staff contribute to the member experience
Provide real-time coaching and feedback to improve team performance continuously
Foster a culture of curiosity, compassion, and care
Support client renewal efforts by ensuring the experience exceeds expectations
Capture feedback and insights that inform retention strategies and elevate the brand
Participate in center events and outreach to reinforce member loyalty and brand visibility