Wellness Manager

Arch Amenities Group•Chicago, IL

About The Position

The Wellness Manager is the Spa Director’s strategic and hands-on execution partner for advancing the property’s luxury wellness vision. The position connects spa, fitness, recovery, lifestyle programming, retail, and community engagement into a cohesive experience, helping develop the operation into a high-touch wellness destination. The manager translates wellness strategy into market-relevant programs, guest and member experiences, activation plans, and measurable business outcomes for hotel guests, local guests, residents, and members, with emphasis on repeat engagement, membership value, local capture, cross-utilization, and luxury service standards. This execution-focused leadership role owns the wellness agenda, coordinates initiatives across spa and fitness, mobilizes teams, and ensures concepts are operationally sound, commercially viable, and consistently delivered. The Wellness Manager partners with the Spa Director across strategy, programming, guest and member engagement, commercial performance, marketing, property integration, team enablement, operations, safety, and compliance. When appropriately licensed and scheduled, the manager may provide treatments or wellness services; direct service is secondary to leadership and program execution.

Requirements

Three or more years of progressive experience in luxury spa, wellness, fitness, hospitality, membership club, or lifestyle programming.
Demonstrated ability to take a concept from ideation through planning, stakeholder alignment, launch, execution, measurement, and refinement.
Working knowledge of program economics, budgeting, labor, pricing, revenue generation, retail, and performance reporting.
Experience serving multiple customer segments, such as hotel guests, local guests, residents, and members, and designing engagement strategies for them.
Strong communication, facilitation, relationship-building, organization, and project-management skills.
Luxury hospitality mindset, sound judgment, discretion, emotional intelligence, and service-recovery capability.
Proficiency with Microsoft Office and experience with spa, fitness, membership, CRM, booking, or business-intelligence platforms.
Current Chicago license in Massage Therapy, Esthetics, Cosmetology, or Nail Technology if direct service delivery remains an assigned property requirement.
CPR/AED and First Aid certification, or ability to obtain them within the designated onboarding period.
Ability to work a flexible schedule, including select early mornings, evenings, weekends, and holidays, according to programming and business needs.

Nice To Haves

Leadership experience is strongly preferred.
Book4Time experience is a plus.
Fitness, yoga, meditation, nutrition, health-coaching, or other well-known credentials are valued.
Bilingual English/Spanish proficiency is strongly preferred.

Responsibilities

Partner with the Spa Director to translate the luxury wellness club strategy into annual priorities, quarterly activation plans, and weekly execution rhythms.
Integrate spa, fitness, recovery, salon, retail, pool, and lifestyle experiences into a cohesive wellness ecosystem.
Identify experience gaps and develop practical improvements; build business cases and implementation plans for concepts, equipment, partnerships, programming, and guest-experience enhancements.
Monitor luxury wellness, hospitality, membership, recovery, and lifestyle trends and recommend relevant opportunities.
Design and manage a wellness calendar of signature events, recurring classes, educational experiences, social wellness, seasonal programming, and private or group offerings.
Develop audience-relevant experiences and prepare program briefs covering concept, audience, pricing, capacity, staffing, supplies, risk controls, sales channels, marketing, and success measures.
Coordinate facilitators, practitioners, vendors, and internal partners; manage timelines and day-of execution to luxury standards.
Pilot, evaluate, refine, scale, or retire programs based on participation, profitability, satisfaction, strategic fit, and repeat potential.
Create touchpoints that foster belonging, personalization, accountability, and ongoing participation.
Support member acquisition, onboarding, orientation, engagement, renewal, and win-back initiatives with the Spa Director and property teams.
Develop referral pathways across spa, fitness, recovery, retail, food and beverage, hotel, residential, and membership experiences.
Build relationships with highly engaged guests and respond to feedback through conversations, surveys, participation patterns, and service recovery; escalate material issues appropriately.
Set and track initiative-level goals for attendance, conversion, utilization, repeat participation, membership engagement, revenue, margin, ancillary spend, and guest satisfaction.
Partner with the Spa Director on pricing, packaging, promotions, membership benefits, revenue strategy, budget planning, and expense controls.
Monitor program labor, facilitator fees, cost of goods, supplies, and capacity to support profitability and operational sustainability.
Maintain a wellness performance dashboard and provide recaps, insights, and recommendations in weekly and monthly business reviews.
Use segmentation and participation data to improve targeting, scheduling, program mix, and the guest journey while protecting privacy and data standards.
Develop program narratives, positioning, and content briefs for marketing and communication channels.
Build working relationships with hotel operations, concierge, front office, sales, marketing, food and beverage, residential, membership, and engineering teams.
Support group, corporate, bridal, social, and local partnership opportunities with wellness concepts that can be consistently sold and delivered.
Cultivate relationships with practitioners, community partners, luxury brands, and wellness experts; address contracts, credentials, insurance, brand fit, and service expectations.
Represent the wellness club at internal meetings, community activations, member events, and selected external engagements.
Educate spa, fitness, salon, retail, and front-desk teams on the wellness vision, program benefits, storytelling, referrals, and sales pathways.
Create playbooks, talking points, FAQs, run-of-show documents, and training tools to support consistent execution.
Support daily leadership coverage and Manager-on-Duty responsibilities as assigned by the Spa Director.
Reinforce luxury hospitality standards, personalization, professionalism, inclusion, discretion, and service recovery; collaborate with the Spa Director on coaching, performance feedback, staffing recommendations, and recognition.
Ensure programs and activations have appropriate SOPs, waivers, screening protocols, emergency procedures, sanitation practices, and participant communications.
Confirm instructors, providers, and partners maintain required licenses, certifications, insurance, and documentation.
Coordinate spaces, equipment, supplies, signage, technology, and setup with operations and engineering; address safety or maintenance concerns promptly.
Maintain accurate program calendars, attendance records, incident documentation, vendor files, and operational recaps.
Provide treatments or wellness services when appropriately licensed and scheduled, if needed to support the guest experience.