Wellness and Fitness Operations Manager - Regent Santa Monica Beach

About us:

Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, presents a new era of indulgence offering 167 opulent guest rooms and suites. Introduced at a generous 720 square feet, rooms feature spa-like and luxurious bathrooms complete with a soaking tub, walk-in rain shower, double vanity and Perricone MD products, alongside thoughtful mementos through distinct Regent hallmarks. 

Poised along a coveted coastline overlooking the Pacific Ocean, the resort celebrates the allure of unexpected harmony through contrasts, delivering inspired stays with a seamless blend of timeless elegance and modern luxury. Regent Santa Monica Beach is home to four dining destinations, each offering unique epicurean discoveries. Orla and Orla Bar by James Beard Award-winning chef Michael Mina brings the peerless charm and boundless flavor of the Mediterranean to Southern California, while the poolside Azure Bar presents elevated poolside dining and creative cocktails. Sweet July Café debuts in collaboration with Ayesha Curry with exclusive menu items and a curated selection of beloved coffee and tea beverages. The beachfront oasis also boasts a 10,000 square feet Guerlain Wellness spa, outdoor pool (Azure Pool), The Regent Boutique, and state-of-the-art Fitness Center. The opening of Regent Santa Monica Beach marks a historic return of the brand to Los Angeles and represents the Americas flagship. For more information visit RegentSantaMonicaBeach.com. 

Job Summary:

The Wellness and Fitness Operations Manager supports the Spa Director by overseeing the daily operations. As the Wellness and Fitness Operations Manager, you will ensure service standards are upheld across the Spa & Fitness team—including Supervisors, Spa Concierges, Spa Attendants, Massage Therapists, Estheticians, Group and Fitness Instructors—delivering a seamless, luxury guest experience. The ideal candidate will provide effective leadership, foster team engagement, and drives guest satisfaction while maintaining exceptional customer service standards. You will effectively communicate with guests and the Spa team to understand their needs and areas of concern, while maintaining a high level of customer service to maximize guest satisfaction and profitability.

A little bit about your day: 

Reporting to the Director of Spa, every day is different, but you will mostly:

·       Understand and abide by Regent’s service philosophy and Guerlain Wellness Spa policy and procedures.

·       Provide guests with a thorough and knowledgeable understanding of spa services.

·       Anticipate guest’s needs and adhere to Regent standards for guest service, including FORBES 5 Star Standards.

·       Demonstrate professionalism, respect, and sensitivity when addressing the needs and concerns of guests and the spa team in a pleasant manner.

·       Develop a complete understanding of and adhere to all government-mandated codes in the areas of fire, sanitation, health, and safety.

·       Ensure the Spa team and Fitness Instructors maintain safety, sanitation, and disinfection standards, properly clean and sanitize products, rooms, tools and equipment, following the Spa and State Governing Boards requirements and guidelines.

·       Ensure the spa team consistently deliver exceptional service by utilizing training materials and incentive programs to monitor performance, document compliance with service standards and policies, and motivate employees for success.

·       Oversee the creation and execution of all fitness class programing.

·       Maintain staff rosters and schedules and distribution of tasks to the fitness staff.

·       Set schedule and teach fitness/yoga classes throughout the week as outlined in the fitness class schedule.

·       Ensure the Fitness Instructors consistently deliver exceptional service by utilizing training materials for new and existing protocols and classes, monitor performance, document compliance with service standards and policies, and motivate team for success.

·       Assist Spa Director in coaching and counseling of the team in alignment with Spa policies, ensuring accurate documentation and effective communication with Human Resources.

·       Assist the Spa Director in maintaining up-to-date Service Provider licenses and renewals as needed.

·       Assist the Spa Director with Spa Concierge, Spa Attendant, and Service Provider schedules, while monitoring labor levels.

·       Assist Spa Director in ensuring all monthly sales goals are properly tracked and achieved.

·       Oversee the Spa Concierge team, managing spa bookings and balancing Spa Provider schedules.

·       Optimize treatment room utilization through strategic staffing and shift bids.

·       Oversee sales processes, including chargebacks and bank deposits.

·       Prepare weekly sales recaps.

·       Coordinate weekly, end-of-month, and quarterly Inventory.

·       Manage purchase orders for retail, supplies, and paper goods.

·       Coordinate and oversee all required spa training programs, including new hire onboarding and ongoing trainings.

·       Support with payroll process to ensure accurate timekeeping.

·       Assist Spa Director in spa team performance evaluations and reviews.

·       Diffuse guest challenges and communicate complaints or maintenance issues to Spa Management.

·       Assist Spa Director with interviews, hiring process, onboarding, and training.

·       Oversee inventory management, resolving discrepancies, as needed. 

·       Provide guests with a tour of spa facility, when needed.

·       Perform Manager-on-Duty functions, including, but not limited to, spa opening and closing processes.

What we need from you:

·       Minimum of 2-year college Associate’s Degree or combination of education, training, and experience that provides required knowledge, skills, and capabilities.

·       Must hold a Nationally recognized Group Fitness Instructor Certification.

·       Must have 1-3 years’ experience in customer service, spa, hospitality, sales, and/or retail.

·       Minimum 3 years of supervisor experience.

·       Ability to learn, maintain knowledge of, and explain all spa treatments and product benefits to spa team and guests.

·       Must be organized, proactive, and possess a strong attention to detail.

·       Must demonstrate a polished and professional demeanor, with a strong command of both written and verbal English.

·       Prior experience with Book 4 Time, Booker and Spa Soft spa software preferred.

·       Proficient in Microsoft Office suite (specifically Outlook, Word, Excel, and Power Point).

·       Ability to stand for extended periods of time and enduring physical and repetitive movements, walking frequently, regularly bending, reaching overhead, lifting and carrying weights/equipment (up to 100 lbs).

·       Ability to learn, maintain knowledge of, and explain all spa treatments and product benefits to spa team and guests.

·       CPR and First Aid certified desirable.

What you can expect from us: 

The hourly rate for this role is $36.40. This hourly rate is applicable for jobs to be performed at Regent Santa Monica Beach. We may ultimately pay more or less than the posted range, and the hourly rate may be modified in the future. A colleague’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join us and you’ll become part of the global IHG family – and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people and complimentary meals and parking. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.