Operations Manager, Fitness & Membership

KERZNER INTERNATIONAL LIMITED; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Atlantis The Royal in Dubai seeks an Operations Manager Fitness & Memberships to lead AWAKEN Fitness, drive membership growth, guest engagement and profitability within a world-class luxury wellness program.

You will direct daily operations, maintain exceptional standards, and mentor a team of Wellness Experience Agents to deliver personalized service at Forbes Five-Star levels. This role requires 3+ years in fitness leadership in luxury hospitality with strong commercial acumen.

Qualifications

• Minimum 3 years experience in a Fitness Manager or similar leadership role within luxury hospitality, wellness or fitness.
• Strong leadership, communication and people-management skills.
• Proven ability to balance guest experience with operational and financial performance.

Responsibilities

• Oversee day-to-day operations of AWAKEN Fitness ensuring seamless delivery of fitness, movement, recovery and membership services.
• Maintain highest standards of cleanliness, safety, presentation and functionality across all spaces.
• Ensure equipment is maintained, serviced and operating to brand standards.
• Develop SOPs, audits and service standards to continually enhance member and guest experience.
• Drive membership growth through acquisition, retention and renewal strategies and monitor performance metrics.
• Lead the team to deliver personalized luxury wellness experiences and handle VIP guests with discretion.

Skills

Leadership

Guest service

Commercial acumen

Job description

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 offering through technology performance optimization and luxury wellness innovations

Management of Team

• Build and maintain strong collaborative relationships across departments to ensure seamless operations effective communication and the achievement of shared business objectives
• Contribute to the preparation and management of departmental budgets monitoring financial performance against targets identifying variances implementing corrective actions and driving opportunities for improved profitability and operational efficiency
• Lead and develop the team by setting clear objectives managing performance providing ongoing coaching and feedback and fostering a high-performing engaged culture that supports talent development retention and business growth
• Drive the execution of strategic priorities by overseeing business performance and budget management providing insight and guidance to the leadership team and influencing cross-functional stakeholders to achieve organizational objectives
• Manage inspire and mentor a diverse team of colleagues creating an environment that encourages continuous learning professional development collaboration and career progression

Minimum 3 years experience

Minimum 3 years experience in a Fitness Manager, 5 years as Assistant Spa Manager, or similar leadership role within a luxury hospitality, wellness, or fitness environment. Quality-driven with exceptional attention to detail and the ability to communicate and uphold service standards across all colleague levels. Proven ability to manage conflict resolution, service recovery, and sensitive situations with professionalism, empathy, and sound judgment. Highly intuitive, adaptable, and decisive, with the ability to think quickly and communicate effectively in a fast-paced environment. Passionate about the fitness, wellness and spa industry, with a strong understanding of current trends, guest expectations, and industry best practices. Strong commercial acumen and fitness industry knowledge, with the ability to balance guest experience, operational excellence, and financial performance. Excellent communication, interpersonal, and organizational skills, with a demonstrated ability to build relationships and influence stakeholders. Strong leadership capabilities with the ability to work independently while fostering collaboration across departments and teams. Confident and professional when engaging with high-profile guests, senior leadership, ownership representatives, and external stakeholders. Hands-on, approachable, and resilient, with the ability to thrive under pressure within a high-volume luxury operation.