Operations Manager, Fitness

A part of Kerzner International a global leader in luxury hospitality Atlantis The Royal is the most ultra-luxury experiential resort in the world Crafted by the world s leading designers architects and artists it is a destination where everything has been designed to challenge the boundaries of imagination Located on the crescent of the Palm Island it features 760 Rooms Suites and Signature Penthouses with panoramic sea and skyline views Guests experience impeccable service Michelin-starred and celebrity chef dining immersive wellness and unforgettable moments at every turn Behind this extraordinary destination are over 6 000 colleagues from 129 nationalities Together we foster a vibrant and inclusive culture where talent is nurtured wellbeing is prioritized and careers truly thrive

About The Role

The Operations Manager Fitness amp Memberships is responsible for leading the operational commercial and service excellence strategy of AWAKEN Fitness at Atlantis The Royal ensuring a world-class luxury fitness experience while driving membership growth guest engagement team performance and profitability

Key Performance Indicators

• FORBES Travel Guide Five-Star Award
• Membership revenue and growth
• Membership retention and renewal rates
• New member acquisition and conversion rates
• Guest and member satisfaction scores
• Personal training revenue
• Department profitability
• Service quality audit scores
• Team engagement and retention
• Innovation and Wellness Elevation
• Upkeep of fitness and wellness facilities
• Achievement of annual budget and business plan objectives

Key Duties and Responsibilities

• Oversee the day-to-day operations of AWAKEN Fitness ensuring seamless delivery of all fitness movement recovery and membership services
• Maintain the highest standards of cleanliness safety presentation and functionality across all fitness and wellness spaces
• Ensure all equipment is maintained serviced and operating in accordance with brand and manufacturer standards
• Develop and implement SOPs operational audits and service standards to continually enhance the member and guest experience
• Ensure compliance with health safety risk management and emergency response procedures
• Membership Management amp GrowthDrive membership acquisition retention and renewal strategies to achieve revenue and occupancy targets
• Monitor membership sales performance conversion rates attrition levels and member engagement metrics
• Develop exclusive member benefits events activations and wellness programming to increase guest loyalty and utilization
• Build strong relationships with members act as ambassadors for the AWAKEN brand and ensure personalized service delivery
• Oversee member onboarding orientation feedback management and service recovery processes
• Commercial PerformanceDeliver departmental revenue targets across memberships personal training fitness services and ancillary wellness offerings
• Analyse business performance through KPIs reporting forecasting and budgeting processes
• Identify opportunities to maximize secondary spend through wellness services retail partnerships recovery experiences and member programming
• Manage departmental labour costs operating expenses and productivity targets

Leadership & Team Development

• Lead coach and inspire a team of fitness professionals Wellness Experience Agents and Wellness Attendants
• Recruit train develop and retain top talent in alignment with Atlantis The Royal and AWAKEN service standards
• Conduct regular one-on-one performance reviews training sessions succession planning and career development discussions
• Foster a culture of accountability collaboration innovation and exceptional guest service

Guest Experience & Service Excellence

• Ensure every member and guest receives a highly personalized luxury wellness experience
• Handle VIP guests residents celebrities and high-profile clientele with discretion and professionalism
• Monitor guest satisfaction scores and implement action plans to continuously improve service delivery to a FORBES five Star Luxury level continuously looking for ways to improve
• Lead service recovery initiatives and proactively resolve guest concerns within one hour of occurrence

Programming & Strategic Initiatives

• Collaborate with Spa Wellness Nutrition and Hotel Operations teams to deliver integrated wellbeing experiences
• Support the development and execution of innovative fitness and recovery programs aligned with emerging wellness trends
• Lead special projects partnerships brand activations and member events that enhance AWAKEN s market positioning
• Identify opportunities to elevate the fitness of