Spa & Wellness Manager

BallenIsles Country Club • Naples, FL

3d • Onsite

About The Position

The Spa & Wellness Manager leads daily operations, the member experience, and the financial performance of all Spa and Fitness programming within the community. This position oversees spa services, group fitness classes, personal training, Wellness Memberships, retail, and related facilities. The Manager develops engaging programs, leads qualified employees and service providers, maintains safe and compliant operations, and drives participation, retention, service excellence, and responsible revenue growth in alignment with Esplanade Resort Experiences brand standards.

Requirements

• CPR and First Aid Certifications required, or willingness to become certified within the first 90 days.
• High school diploma or equivalent.
• Minimum three (3) years of progressive leadership experience in Spa, Wellness, Fitness, or luxury resort operations, with experience overseeing programming, personnel, budgets, and Member engagement.
• Must possess strong leadership, management, and motivational skills with the ability to interact with associates at all levels within the company and external to the company.
• Working knowledge of spa services, licensed provider requirements, group fitness programming, personal training operations, and applicable safety standards; willingness to train in Esplanade service offerings.
• Excellent organizational and time management skills.
• Excellent interpersonal skills and ability to communicate with members in an appropriate tone and manner both verbally and in writing.
• Possess a high level of energy, initiative, enthusiasm, and cooperation, and exercise good judgment and discretion.
• Proficiency in Microsoft Office and the ability to learn approved point-of-sale, membership, scheduling, reporting, and communication platforms.
• Comfort with public speaking, ability to use critical thinking skills, and conflict resolution strategies.
• Must have the ability to perform moderate physical work and may be required to lift to 50 lbs., up to 30 lbs. frequently.
• Perform activities such as bending, kneeling, crouching, reaching, standing, lifting, and grasping for up to 5 hours without sitting.
• Demonstrated ability to prioritize competing operational, financial, and Member service responsibilities.
• Proven ability to lead a team in a collegial environment.
• Ability to learn software systems, Google Forms, MailChimp, and understand registration processes, policies, and procedures, equipment, materials, products, etc.

Nice To Haves

• Current professional spa license or nationally recognized personal training certification, as applicable to services personally performed.
• Experience overseeing both Spa and Fitness programs, including group fitness instructors, personal trainers, and licensed spa service providers.
• Bachelor’s degree in Hospitality, Business, Exercise Science, or a related field; experience with membership management and departmental financial performance.

Responsibilities

• Lead the Spa and Fitness team, including employees, qualified instructors, licensed spa professionals, independent contractors, and vendors, consistent with applicable agreements and company policy.
• Help recruit, select, train, supervise, schedule, manage, and evaluate the Wellness team.
• Develop and monitor training and education opportunities for subordinates and encourage self-improvement.
• Handle discipline and termination of subordinates under the HR Department and company policy.
• Ensure Spa and Fitness operations comply with applicable laws, professional licensing, certifications, insurance requirements, safety protocols, and national brand standards.
• Plan, develop, and implement policies, procedures, and training programs within the facility.
• Develop and manage Spa and Fitness operating budgets, revenue forecasts, payroll, contracted services, supplies, and expense controls; review results and implement corrective strategies.
• Attend weekly Department Head meetings and convey all relevant information to staff and vendors as needed.
• Order and maintain adequate levels of inventory effectively by conducting monthly inventory and developing procedures for accurate inventory control and monitoring.
• Lead spa treatment programming, service menus, pricing recommendations, licensed provider scheduling, treatment room utilization, retail sales, and service quality.
• Develop and maintain group fitness schedules based on Member interests, seasonal demand, instructor availability, attendance, and operating budgets.
• Recruit, onboard, schedule, coach, and evaluate qualified group fitness instructors and personal trainers; verify credentials and required insurance.
• Oversee personal training offerings, including individual, semi-private, and small group sessions, with approved pricing and compensation structures.
• Oversee Annual Wellness Membership enrollment, renewals, retention, and accurate tracking of each Member’s established rate and eligibility under approved membership terms.
• Monitor departmental performance and recommend strategies to improve spa utilization, group fitness participation, personal training revenue, membership retention, and retail sales.
• Ensure consistent service delivery, contraindication screening where applicable, incident response, and adherence to approved safety and operational procedures.
• Maintain accurate appointments, class registrations, membership records, transactions, revenue reporting, and attendance through approved club management and reservation systems.
• Collaborate with Resort Lifestyle and Marketing teams to implement Spa and Fitness campaigns, promotions, and signature Wellness events that increase Member participation and program revenue.
• Track spa utilization, group fitness attendance, personal training participation, membership sales and renewals, and Member feedback to guide programming decisions.
• Implement ongoing promotions to stimulate sales of products and services while maintaining a strong menu of services to consistently retain and grow our customer base.
• Evaluate service menus, instructor coverage, equipment, staffing, and retail offerings; recommend changes that improve Member experience, quality, and financial performance.
• Edit all mass communications (electronic and traditional) for consistency, content, and tone.
• Oversee the flow of information that members receive via reservation software and mass e-mails.
• Be visibly present in the Wellness Center during peak periods of the day.
• Ensure members are being well-served in selecting and purchasing Wellness merchandise.
• Ensure full coverage of the wellness staff by managing and approving vacation and travel schedules.
• Ensure Spa and Fitness facilities, treatment spaces, studios, equipment, supplies, and technology are maintained, safe, clean, and appropriately stocked.
• Create a work environment that promotes positivity, teamwork, performance feedback, recognition, mutual respect, and employee satisfaction, while creating a culture of excellence, enabling staff and vendors to provide superior service to members and guests.
• Greet members and guests to the Wellness Center, overseeing the coordination of all member and guest requests and issues/complaints in a professional, courteous, and timely manner.
• Provides outstanding service to our members and their guests professionally and courteously.
• Oversees the maintenance of all equipment in the facility.
• Provides strong leadership and a valued work ethic for facility staff, vendors, members, and guests.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Assist members in using the online scheduling software.
• Attend and participate in monthly Wellness Program meetings for specific events.
• Prepare monthly reports on programming, Member participation, membership retention, service utilization, revenue, and departmental financial performance.
• Maintain an up-to-date calendar of events for the current and upcoming seasons.
• Maintain a close working relationship with other club professionals.
• Continue to seek ways to increase workflow efficiencies.
• Constantly explore ways to improve all aspects of the club and member experience.
• Troubleshoot with outsourced IT companies to quickly fix and maintain online booking sites, e-mail accounts, wellness computers, and booking display screens.
• Coordinate with the Club Manager to ensure all aspects (food and beverage, set-up, etc.) are correctly coordinated with events.
• Complete payroll, vendor payment requests, and applicable approvals accurately and in accordance with established company deadlines and procedures.
• Handle monthly billing for the Wellness Center and payment of the staff and vendors for their sales commission.
• Inspect and maintain cleanliness, organization, safety, and repairs throughout the facility.
• Perform other duties as assigned by supervisor(s).

Benefits

• Healthcare Benefits – Medical, Dental, and Vision coverage
• Retirement Benefits – 401(k) with employer match (19 years of age and older)
• Time Off – Paid time off (PTO) and leaves of absence, in accordance with applicable law and eligibility criteria

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED