Regional Sales & Operations Wellness Manager

Mission:

The Regional Sales & Operations Wellness Manager is a results-driven and guest-centric leader responsible for driving the commercial performance, guest experience, and strategic development of Serenity - The Art of Wellbeing and Active by Serenity across all four United Hospitality Management properties.

This role oversees and curates seamless, personalized wellness journeys across spa, wellbeing programs, fitness, and holistic touchpoints, ensuring consistent delivery of luxury service standards aligned with Forbes four-star excellence.

Blending commercial acumen with emotional intelligence, the role drives revenue growth, optimizes operations, and fosters strong cross-functional collaboration between wellness, hotel operations, sales, and guest experience teams.

As a regional brand ambassador and performance leader, this position ensures the highest standards of service quality, compliance, innovation, and profitability, while continuously enhancing the guest experience through thoughtful wellness programming and operational excellence.

Main Responsibilities:

Guest Experience & Wellness Operations Excellence

• Oversee and elevate the end-to-end guest journey across Serenity, Active, wellbeing programs, and holistic services, ensuring consistent delivery of Forbes four-star luxury service standards.
• Drive personalized wellness experiences by integrating guest preferences, treatment history, and individual wellbeing goals into service delivery and post-visit engagement.
• Manage daily wellbeing program operations, ensuring efficiency, cleanliness, safety, service quality, and a luxury wellness environment across all properties.
• Lead service recovery and guest concern resolution when needed to protect satisfaction, loyalty, and brand reputation.
• Support and execute seasonal wellness initiatives, signature experiences, retreats, and cross-promotional programming.

Commercial Performance & Revenue Growth

• Drive sales of Serenity and Active services, spa treatments, retail products, Active Gym memberships, and wellbeing experiences to achieve monthly and annual revenue targets across all properties.
• Identify and maximize upselling opportunities alongside hotel sales teams aligned with guest needs.
• Monitor wellness business performance, revenue trends, and KPIs, ensuring continuous optimization of sales results.
• Identify opportunities along the guest journey to increase in-house bookings for wellness, fitness, and holistic experiences.
• Develop and execute tactical sales plans for wellness market segments aligned with regional and brand strategies.
• Prospect, contract, and diligent account management with wellness-focused tour operators, travel agents, and strategic wellness focused partners.
• Represent Serenity and Active at internal and external sales activities, international networking events, and partnership initiatives to increase market exposure and demand.
• Develop and maintain strong client relationships to drive spa, wellness, group retreats, and associated room revenue.
• Lead sales calls, client presentations, site inspections, and proposal development to negotiate and close wellness-focused business.

Group Wellness, Events & Experience Development

• Collaborate with Spa leaders and Sales teams to design, enhance, and commercialize Group Wellness & Activities menus and unique wellness activations.
• Organize and deliver wellness retreats, lecture series, group programs, and bespoke wellbeing experiences in partnership with hotel and events teams.
• Partner with Sales, Events, and Catering teams on group proposals, bridal experiences, and wellness-led event concepts.

Memberships, Cross-Selling & Internal Engagement

• Oversee Spa Club Membership sales, marketing initiatives, lead generation, contracting, promotions, and renewals.
• Drive cross-departmental wellness selling through training, communication, and internal incentive initiatives.
• Ensure clear communication of wellness schedules, programs, and activations across all hotel departments.

Planning, Reporting & Collaboration

• Update action plans, LSOP's, sales strategies, and financial objectives on a quarterly basis.
• Actively participate in spa, sales, revenue, and operations meetings including pick-up reviews, lost business analysis, and performance tracking.
• Foster strong collaboration between wellness, operations, sales, marketing, and guest experience teams across all properties.

Key Requirements:

• High School Diploma or University Degree.
• 2-3 years experience in Sales and brands.
• Knowledge in SPA & Wellness.
• Excellent negotiation and problem-solving skills.
• Strong verbal and written communications skills.
• Excellent customer service and sales skills.
• Excellent communication, interpersonal and organizational skills.
• Proficiency in Microsoft Office, CRM, and sales software programs.