Location
London

Hours
Full Time, including flexibility to work weekends, public holidays and varied shifts, including designated Duty Manager shifts

Salary
Negotiable

About the Role
Join Raffles London at The OWO, a landmark luxury hotel blending heritage and modern wellbeing experiences. As the Wellness Operations Manager, you will oversee the day-to-day operation and commercial performance of the Spa, Fitness and Wellness facilities, ensuring exceptional guest experiences and operational excellence. Reporting to the Director of Wellbeing, you will manage retail performance, team development, scheduling, payroll coordination, purchasing, stock control and the end-to-end guest journey. You will also undertake Duty Manager shifts across Spa, Fitness and Wellness, providing leadership and operational oversight.

The role is integral to delivering a seamless, personalised experience for members and hotel guests, supporting membership acquisition, sales, engagement, satisfaction and retention. You will drive personal training revenue, contribute to spa treatment and retail sales, and maintain high standards across the gym, studios, pool, thermal facilities and changing areas. You will develop and coach Personal Trainers and fitness instructors, coordinate the fitness programme including class timetables, and lead the wider Spa & Wellness operation during Duty Manager shifts.

Key responsibilities include building strong member and guest relationships, managing fitness programmes and instructor coordination, overseeing personal training and specialist wellbeing services, maintaining spa and retail sales, ensuring facility presentation and operational standards, and leading team development and commercial administration. You will act as a key operational contact, resolving guest concerns and ensuring consistent luxury hospitality standards in line with the Raffles brand.

Raffles London offers a unique environment where you arrive as a guest, leave as a friend and return as family, within a historic and culturally rich setting. This role is ideal for a motivated leader passionate about wellbeing and luxury hospitality, ready to contribute to an exceptional guest journey and a thriving wellness operation.

Experience
- Management or supervisory experience in luxury hospitality, premium fitness club, spa or wellbeing operation
- Experience coordinating personal training, fitness programmes and specialist service providers
- Proven ability to deliver personalised service while driving sales, repeat bookings and commercial performance
- Experience supporting membership acquisition, relationship management, member satisfaction and retention
- Demonstrable ability to coach and develop teams, manage guest concerns and maintain standards in the absence of senior management
- Strong leadership, communication, organisation and relationship-building skills
- Experience overseeing facilities, equipment, revenue, utilisation and operating costs
- Flexibility to work weekends, public holidays and varied shifts, including designated Duty Manager shifts

About you
Enthusiastic and professional with a genuine passion for wellbeing and luxury hospitality. You are a strong operational leader who thrives in a dynamic environment, able to build rapport with members, guests and team members alike. You are organised, commercially aware and committed to delivering excellence in service and team development. You embrace collaboration and take ownership of operational challenges with discretion and professionalism.

Qualifications
- Relevant fitness qualifications and ability to teach classes within the established programme
- Desirable: Qualifications in fitness, sport, wellbeing or hospitality management
- Desirable: Experience managing pool and thermal facilities
- Desirable: Experience supporting spa treatment and retail sales, developing classes, specialist services and member events
- Desirable: Current first aid qualification and experience undertaking Duty Manager responsibilities in luxury hospitality, spa or premium leisure environment