Operations Manager, Fitness & Membership

Operations Manager, Fitness & Membership
(21150)

A part of Kerzner International, a global leader in luxury hospitality, Atlantis The Royal is the most ultra-luxury experiential resort in the world.

Crafted by the world’s leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn.

Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive.

About The Role

The Operations Manager, Fitness & Memberships 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 while driving membership growth, guest engagement, team performance, and profitability.

Key Performance Indicators (KPIs)

• FORBES Travel Guide Five-Star Award.
• Membership revenue and growth.
• Membership retention and renewal rates.
• New member acquisition and conversion rates.
• Guest and member satisfaction scores.
• Personal training revenue.
• Department profitability.
• Service quality audit scores.
• Team engagement and retention.
• Innovation and Wellness Elevation.
• Upkeep of fitness and wellness facilities.
• Achievement of annual budget and business plan objectives.

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.

Membership Management & Growth

• Drive membership acquisition, retention, and renewal strategies to achieve revenue and occupancy targets.
• Monitor membership sales performance, conversion rates, attrition levels, and member engagement metrics.
• 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.
• Oversee member onboarding, orientation, feedback management, and service recovery processes.

Commercial Performance

• Deliver departmental revenue targets across memberships, 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, Wellness Experience Agents, and Wellness Attendants.
• 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.

Programming & Strategic Initiatives

• Collaborate with Spa, Wellness, Nutrition, and Hotel Operations teams to deliver integrated wellbeing experiences.
• Support the development and execution of innovative fitness and recovery programs aligned with emerging wellness trends.
• Lead special 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.
• Support recruitment activities through candidate interviews, workforce reviews, and proactive succession and manpower planning.
• Promote corporate social responsibility by ensuring the successful delivery of quarterly CSR initiatives that engage colleagues and support the wider community.

About You

• Minimum 3 years’ experience in a Fitness Manager, 5 years as Assistant Spa 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.

We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.

With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.