Wellness Membership Supervisor
REPORTING TO: Wellness Manager
SCOPE OF ROLE: The Wellness Membership Supervisor is responsible for overseeing the wellness membership programme, managing all wellness activities, and coordinating with visiting professionals and outsourced wellness vendors. This role ensures the highest standards of customer service and satisfaction, contributing to the overall wellness goals of The Initial Sama.
KEY AREAS OF RESPONSIBILITY:
WELLNESS MEMBERSHIP MANAGEMENT:
- Oversee and manage all aspects of the wellness membership programme, ensuring it aligns with The Initial Sama's brand and meets the highest standards.
- Develop and implement membership policies and procedures to enhance efficiency and service quality.
- Regularly monitor membership satisfaction and retention, implementing strategies to improve member engagement and loyalty.
WELLNESS ACTIVITIES AND PROGRAMMES:
- Curate and manage all wellness activities and programmes for members, ensuring they meet members needs and goals.
- Develop and execute an annual events and programme calendar to enhance the wellness offerings.
- Maintain exceptional standards for all wellness activities as per The Initial Sama and Resort brand standards.
VISITING PROFESSIONALS AND OUTSOURCED VENDORS:
- Coordinate with visiting wellness professionals and outsourced vendors to ensure they meet The Initial Sama’s standards.
- Schedule and manage the activities of visiting professionals, ensuring a seamless integration with the existing wellness programmes.
- Develop contracts and agreements with outsourced vendors, ensuring compliance with all operational standards.
SALES AND MARKETING:
- Maximise membership sales by promoting ongoing wellness programmes and cross-selling other business centres.
- Maintain a comprehensive knowledge of all wellness treatments, packages, and promotions.
- Participate in and oversee demonstrations/events as required.
- Develop Sales & Marketing strategy including an annual calendar of events and promotions together with the Marketing Manager and Director and contribute to successful execution.
GUEST RELATIONS:
- Lead by example by providing a warm welcome to clientele and striving to provide outstanding service.
- Conduct tours for VIPs, journalists, and prospective members, acting as an Ambassador for The Initial Sama at all times.
- Initially deal with all guest enquiries, feedback, complaints, and issues ensuring necessary follow-up/action is carried out.
- Create and maintain relations with wellness members through having an active presence in key guest areas.
STAFF MANAGEMENT:
- Lead, train, and develop the wellness team on relevant programmes and procedures.
- Conduct regular team meetings, communicating guest information, resort news, and revenue targets.
- Set appropriate targets for all key areas of operations including receptionists, therapists, and attendants. Evaluate performance regularly and strategise to meet and exceed targets.
- Provide leadership, direction, and support to the employees in the wellness department to develop a highly motivated team delivering high standards of service in all areas.
- Develop an annual training plan with section heads to ensure all employees are trained and developed to meet business needs.
- Design and drive employee engagement programmes such as employee of the quarter and staff recognition to build a stable and thriving team.
- Demonstrate a professional demeanour at all times, particularly regarding punctuality, appearance, and general manner.
FINANCE & COMMERCIAL:
- Monitor and analyse daily/monthly financial reports and set short-term and long-term action plans as necessary.
- Monitor KPI reports daily and take necessary actions timely to achieve the financial budget.
- Ensure each staff member's capacity is maximised with proactive incentive schemes and training throughout the year.
- Produce analytical reports on key operating performance statistics as necessary.
- Actively create cost-saving initiatives.
HEALTH, SAFETY & HYGIENE:
- Ensure all health and safety guidelines are adhered to and that all new staff receive instruction as part of their wellness induction programme.
- Ensure the cleanliness of all wellness facilities and image are in line with agreed standards and reviewed with key staff regularly.
OPERATIONS/GENERAL:
- Contributing to the overall success of The Initial Sama. Regularly update manuals and workbooks to ensure all operational procedures are carried out as prescribed.
