Operations Manager, Fitness

About The Role The Operations Manager, Fitness 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, guest engagement, team performance, and profitability. 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. Commercial Performance • Deliver departmental revenue targets across 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, Agents Wellness Experience, and Attendants Wellness. • 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. • 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. Programming & Strategic Initiatives • Collaborate with Spa, Wellness, Nutrition, and Hotel Operations teams to deliver integrated Recovery, Longevity and wellbeing experiences. • Support the development and execution of innovative fitness and recovery programs aligned with emerging wellness trends. • Lead 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. Human Resources: • Lead all people management activities for direct reports and their teams, including recruitment, performance management, colleague development, engagement, coaching, and employee relations. • Foster an open-door culture by providing guidance and support to colleagues, ensuring concerns and grievances are addressed professionally and promptly. • Ensure full compliance with all Kerzner HR processes, policies, and deadlines, including performance reviews, probation reviews, CES, SAP, and other people initiatives. • Oversee the performance management process across the department, ensuring reviews, development plans, and follow-up actions are completed effectively and on time. • Optimize staffing levels and workforce planning to maximize productivity, control payroll costs, and support operational requirements. • Champion talent development and succession planning through active Talent Reviews and ongoing career development initiatives. • Drive compliance with mandatory training requirements and support the development of Departmental Trainers to foster a culture of continuous learning. • Lead colleague engagement initiatives, ensuring survey feedback is translated into meaningful action plans and communicated effectively. • Minimum 3 years experience in a Fitness Manager, 5 years as Assistant Fitness 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.