Operations Manager - Serenity, ACTIVE & Pure

United Hospitality Management; Lisboa; Remote; EUR 90,000 - 120,000; Full time

Job summary

United Hospitality Management seeks an accomplished Wellness leader to lead, develop and harmonise the Wellness operations across its portfolio of properties. You will set regional strategy, shape treatment menus and programmes, and drive revenue growth while building high‑performing teams across multiple hotels.

This role requires strong leadership, P&L experience, and fluent Portuguese and English, with the ability to manage remotely across properties.

Qualifications

• University degree in Hospitality Management or related field is required.
• Spa or wellness certifications are valued but not mandatory.
• Proven track record in P&L management, budgeting and achieving financial targets.
• Fluent Portuguese and English, written and spoken; additional languages are a plus.
• Advanced MS Office skills and experience with spa management software and PMS.

Responsibilities

• Defines the regional Wellness strategy and annual action plans aligned with group objectives.
• Leads development of treatment menus, signature rituals, packages and programmes.
• Identifies market trends and opportunities; supports openings and renovations.
• Collaborates with Sales and Marketing on campaigns to drive demand.
• Coordinates Budgets and forecasts; monitors KPIs and drives corrective actions.
• Defines pricing strategies and revenue initiatives to maximise RevPAR.
• Negotiates group agreements with brands, suppliers and service providers.
• Defines SOPs, protocols and service steps; conducts audits and reviews.
• Leads Spa Managers, supports recruitment and builds a regional training plan.
• Promotes excellence, engagement and wellbeing across Wellness teams.

Skills

Leadership

Coaching

People development

Negotiation

Communication

Presentation

Strategic thinking

Analytical mindset

Remote leadership

Education

University degree in Hospitality Management

Spa or wellness certifications

Tools

Book4Time

PMS

Microsoft Office

Job description

Lead, develop and harmonise the Wellness operations of all the group's properties, ensuring consistent, distinctive and high-quality guest experiences, in line with brand standards, while maximising revenue and profitability and developing high-performing teams across the region.

Strategy and Business Development

• Defines the regional Wellness strategy and annual action plans, aligned with the group's objectives and the positioning of each property.
• Leads the development of treatment menus, signature rituals, packages and wellness programmes, ensuring each Spa has a clear identity.
• Identifies market trends, new concepts and business opportunities, and supports new openings, renovations and pre-opening projects.
• Works with Sales and Marketing on regional campaigns, digital presence, events and partnerships that increase local and hotel guest demand.
• Coordinates the preparation of the Wellness budgets and forecasts of each property, and monitors their achievement.
• Analyses monthly results and KPIs (revenue, payroll ratio, cost of sales, treatment room occupancy, therapist productivity, average spend, retail ratio and capture rate), defining corrective action plans with each Spa Manager.
• Defines pricing strategies and revenue initiatives, maximising revenue per available treatment hour.
• Negotiates group agreements with product brands, suppliers and service providers, ensuring the best commercial conditions.

Operations and Quality Standards

• Defines, implements and updates regional Wellness standards, SOPs, treatment protocols and service steps.
• Carries out regular visits and quality audits to all properties, following up on audit, mystery shopper and guest feedback results.
• Ensures compliance with health, safety, hygiene and legal requirements in all Spa facilities.
• Promotes the sharing of best practices and the standardisation of systems and processes across the region.

People Leadership and Development

• Leads, coaches and evaluates the Spa Managers, and supports the recruitment of key Wellness positions.
• Defines the regional training plan (technical skills, service, sales and leadership) and develops a talent pipeline and succession plans.
• Promotes a culture of excellence, engagement and wellbeing in all Wellness teams.

Key Requirements:

• University degree in Hospitality Management, Business Management, Health and Wellness or a related area; Spa or wellness certifications are valued.
• Minimum 5-10 years of experience in Spa and Wellness, including at least 5 years in luxury hotels or resorts.
• Previous multi-property or regional experience is a strong advantage.
• Proven track record in P&L management, budgeting and achievement of financial targets.
• Solid knowledge of treatments, protocols, product brands and international wellness trends.
• Strong leadership, coaching and people development skills, with the ability to lead remotely across several teams.
• Excellent negotiation, communication and presentation skills.
• Fluent Portuguese and English, written and spoken; other languages are an advantage.
• Advanced Microsoft Office skills and experience with Spa management software (e.g. Book4Time or similar) and PMS.
• Strategic and analytical mindset, with a hands-on approach and strong attention to detail.