{"id":3170279,"url":"https://alion.io/job/accor-wellness-operations-manager","title":"Wellness Operations Manager","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":78,"open_postings":27,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":105000,"period":"year","method":"role_country_seniority_unknown","sample_n":882},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-23T14:07:35Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-28T16:08:22Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Raffles Hotels & Resorts\nThe Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.\nAbout Raffles London\nRaffles London at The OWO on London’s Whitehall, unites the allure and heritage of Raffles with one of the world’s most historic addresses with a name is synonymous with luxury, glamour, and extraordinary adventure.\nThis fine Grade II* listed Edwardian building has been transformed with 120 rooms and suites along with a collection of 85 exceptional branded residences. Within The OWO destination there are a total of nine restaurants and three bars, including one by our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness offer the latest in wellbeing, and a 600 seated-capacity grand ballroom, The Whitehall, is perfect for all kinds of special occasions and events.\nWithin these much-storied walls, where legendary statesmen and women once shaped the modern world, guests are now invited to discover new and inspiring emotions and connections.\nAt Raffles, you arrive as a guest, leave as a friend and return as family. \n Job Purpose\nTo oversee the day-to-day operation and commercial performance of the Spa, ensuring exceptional guest experiences, operational excellence and the highest standards of luxury hospitality. Reporting to the Director of Wellbeing, the role is responsible for operational management, retail performance, team development, scheduling, payroll coordination, purchasing, stock control and the end-to-end guest journey. The role will also undertake Duty Manager shifts across Spa, Fitness and Wellness.\nROLE OVERVIEW\nThe Wellness Operations Manager plays an integral role in the day-to-day running and development of the fitness and wellbeing offering at Raffles London at The OWO. Combining exceptional hospitality, operational leadership, team development and commercial awareness, the role delivers a seamless, personalised experience for members and hotel guests.\nWorking closely with the Director of Wellbeing, Membership Manager, and the wider hotel team, the role supports membership acquisition, sales, engagement, satisfaction and retention; drives personal training revenue; contributes to spa treatment and retail sales; and maintains high standards across the gym, studios, pool, thermal facilities and changing areas.\nThe role develops the wider team, coaches Personal Trainers and fitness instructors, and takes ownership of the fitness programme, including class timetable coordination and teaching within the established programme. It also undertakes Duty Manager responsibilities when required, including designated weekend shifts and periods when senior leadership is absent, overseeing the wider Spa & Wellness operation.\nKEY RESPONSIBILITIES\n1. Membership & Hotel Guest Experience\nMaintain a visible, approachable presence, building member relationships, recognising preferences and anticipating needs.\nSupport the Membership Manager with membership acquisition, sales, tours, onboarding, follow-up, engagement, satisfaction, renewals and retention.\nIdentify opportunities to strengthen loyalty, monitor engagement and feedback, and support prompt resolution of concerns and appropriate follow-up.\nWelcome hotel guests, introduce facilities, gym equipment, classes and available fitness, spa and wellbeing services, and remain available to offer guidance throughout their stay.\nProvide informed recommendations and work with Concierge, Reception, Spa and other departments to deliver a seamless guest experience.\n2. Fitness Programme & Instructor Coordination\nDevelop, coordinate and deliver a varied, engaging class timetable that reflects member and hotel guest demand and supports participation and retention.\nTeach classes within the established programme as an active member of the instructor team, collaborating to deliver a balanced, consistent and high-quality offering.\nCoordinate instructor schedules, cover, studio preparation and timetable changes; monitor attendance and feedback and identify improvements.\nManage unexpected trainer or instructor absences, arranging suitable cover and stepping in where appropriately qualified and practical to minimise disruption.\nCoach instructors and develop new classes, workshops and wellbeing experiences, communicating programme performance and opportunities to the Senior Membership Manager and Director of Wellbeing.\n3. Fitness Operations & Personal Training Revenue\nOversee personal training, group exercise, fitness assessments, recovery experiences and specialist wellbeing services, ensuring punctuality and consistent standards.\nOwn personal training sales against agreed targets, converting enquiries into sessions and packages and encouraging repeat bookings, renewals and long-term client relationships.\nMonitor trainer availability, utilisation, package balances, bookings and cancellations, maintaining accurate records and effective communication.\nCoach Personal Trainers and Freelance Personal Trainers on service delivery, client relationships, professional conduct and commercial performance.\nReview revenue, attendance and service utilisation, identify growth opportunities and report performance to the Director of Wellbeing and relevant senior management.\n4. Spa, Wellbeing & Specialist Services\nMaintain a strong working knowledge of spa treatments, wellbeing services and retail products, making appropriate recommendations to members and hotel guests.\nWork with therapists, Spa Butlers and retail colleagues to encourage treatment bookings, product sales and cross-referrals between fitness and spa services.\nCoordinate specialist providers, including physiotherapists, osteopaths and other wellbeing professionals, overseeing schedules, standards, qualifications and referral pathways.\nSupport new services, treatments, retail initiatives and member experiences, ensuring information is accurate and aligned with brand standards.\nUse feedback and service utilisation to identify opportunities to integrate fitness, spa and wellbeing services and improve engagement and commercial performance.\n5. Facilities, Presentation & Operational Standards\nOwn the readiness, presentation and operational condition of the gym, studios, pool, thermal facilities, changing rooms and recovery areas.\nEnsure equipment, studios and facilities are prepared to the highest standards for members, hotel guests and prospective members.\nConduct inspections and coordinate maintenance and repairs with Engineering, Housekeeping and approved suppliers, following issues through to resolution.\nOversee equipment inventory, replenishment, servicing and replacement; escalate safety concerns and remove defective equipment from use where necessary.\nMaintain daily checks, cleanliness, equipment setup and operating procedures, working with the Spa Butlers and wider teams to uphold safety, presentation and efficiency.\n6. Team Leadership, Commercial Administration & Duty Management\nAssist with the development of the Head Spa Butler, supporting them to lead and mentor the wider Butler team and deliver exceptional, personalised service in line with Raffles standards.\nLead, motivate and develop Personal Trainers, Freelance Personal Trainers and fitness instructors, setting clear expectations for service, conduct, presentation and commercial performance.\nIdentify development needs, provide feedback and support training and continuous improvement across teams within the role’s remit.\nLead briefings and handovers, promoting collaboration between Membership, Fitness, Spa, Concierge and the wider hotel.\nUndertake Duty Manager responsibilities when required, providing operational leadership across the wider Spa & Wellness department.\nWork designated weekend Duty Manager shifts, overseeing teams, facilities and services to ensure safe, efficient operation and consistent hotel standards.\nAct as a key contact for operational issues, guest concerns, escalations and service recovery; resolve matters where appropriate and escalate to senior management when necessary.\nMonitor revenue, expenditure, supplier costs, stock and service utilisation against budgets, maintaining accurate records, procedures, training documentation and incident reports.\nUpdate senior management on team performance, service standards, commercial results, feedback, operational issues and improvement opportunities.\n EXPERIENCE & QUALIFICATIONS\nManagement or supervisory experience in luxury hospitality, a premium fitness club, spa or wellbeing operation.\nExperience coordinating personal training, fitness programmes and specialist service providers.\nRelevant fitness qualifications and the ability to teach classes within the established programme.\nProven ability to deliver personalised service while driving sales, repeat bookings and commercial performance.\nExperience supporting membership acquisition, relationship management, member satisfaction and retention.\nDemonstrable ability to coach and develop teams, manage guest concerns and maintain standards in the absence of senior management.\nStrong leadership, communication, organisation and relationship-building skills; experience overseeing facilities, equipment, revenue, utilisation and operating costs.\nFlexibility to work weekends, public holidays and varied shifts, including designated Duty Manager shifts.\nDESIRABLE\nQualifications in fitness, sport, wellbeing or hospitality management; experience managing pool and thermal facilities.\nExperience supporting spa treatment and retail sales, developing classes, specialist services and member events.\nCurrent first aid qualification and experience undertaking Duty Manager responsibilities in luxury hospitality, a spa or premium leisure environment.\nKEY MEASURES OF SUCCESS\nMembership acquisition, sales conversion, revenue contribution, member satisfaction, engagement, retention and renewals.\nQuality of prospective member follow-up, onboarding and relationship management.\nQuality, consistency and participation across the class timetable; effective instructor coordination and minimal disruption to scheduled services.\nPersonal training revenue, conversion, package sales and repeat bookings against agreed targets.\nContribution to spa treatment bookings, retail sales and cross-referrals between services.\nDevelopment of the Head Spa Butler and improved service delivery across the Butler team.\nProfessional development, performance and service standards across Personal Trainers and fitness instructors.\nFacility presentation, equipment availability and timely maintenance.\nEffective Duty Manager coverage and consistent operational standards across the wider Spa & Wellness department.\nTeam performance, departmental collaboration and revenue and operating costs against agreed budgets.\nTHE RAFFLES STANDARD\nThe Wellness Operations Manager leads by example, demonstrating warmth, professionalism, discretion and a genuine passion for wellbeing. Through attentive hospitality, strong operational leadership and a commitment to developing people, the role ensures every member and hotel guest feels welcomed, supported and exceptionally well cared for.\nBy fostering excellence across the Spa Butler, Fitness and Wellbeing teams, supporting membership growth and retention, and taking ownership of the wider operation when required, the Wellbeing Operations Manager ensures wellbeing remains an integral part of the wider Raffles experience.\nGENERAL\nThis job description outlines the principal responsibilities of the position and is not exhaustive. Duties may be amended in line with the changing operational requirements of the business. 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