Spa Operations Supervisor at THE WELL in Bay Harbor Islands, FL

SPA OPERATIONS SUPERVISOR Location: Bay Harbor Islands, FL, US Our Story: THE WELL is your one-stop shop for wellness. We integrate modern medicine and ancient healing, focusing on whole-person care. Our services, products and experiences address the physical, mental and spiritual aspects of well-being to help you feel your best.  We started THE WELL to help you make wellness part of your every day — whether it’s kicking off a meditation practice or tackling a chronic health condition. Whatever your path may be, we’re here to guide you. THE WELL Bay Harbor Islands:  Tucked away on Bay Harbor Islands and perfectly removed from the hurried pace of Miami, THE WELL Bay Harbor Islands is the first of its kind — a place where you can live, work and play with wellness. With 13,000 square feet of best-in-class amenities, this premier fitness and wellness destination includes a restorative Bath House featuring Miami's first caldarium, a halotherapy steam room and an innovative Infrared and Sound Dome, vitality treatment rooms, state-of-the-art movement and fitness studios with daily programming and fresh juice and organic snack bar. Whether you live in The Residences, work in The Offices or are a guest or member at The Club, THE WELL Bay Harbor Islands is designed to put wellness at the center of your life, creating the time and space to disconnect, slow down and to refocus on what matters most: your well-being. Location: 1177 Kane Concourse, Bay Harbor Islands, FL 33154 The Role:  The Operations Supervisor supports club revenue performance and delivers an exceptional member and guest experience through effective scheduling, yield management, and sales support. This role actively contributes to day-to-day operations and provides on-shift leadership in the absence of the Director of Operations and/or Director of Wellness. As an ambassador of THE WELL, the Operations Supervisor ensures consistently elevated, anticipatory service across all touchpoints, including the wellness and retail experience. This role maintains an active floor presence, supporting front desk operations, guest services, and wellness service facilitation throughout each shift. Reports to: Director of Operations Supervises: Wellness Guides (primary) and Wellness Attendants (as needed) RESPONSIBILITIES:  GUEST EXPERIENCE & RELATIONS • Deliver a warm, personalized welcome to all members and guests, ensuring each visit feels elevated and seamless • Maintain an active, visible presence on the floor, including reception and key guest areas • Support front desk operations, including check-in/check-out and guest flow management • Ensure consistent, high-quality service delivery by the Wellness Guides team through on-shift support and guidance • Manage guest communication channels (phone, CRM, email, voicemail) and ensure timely follow-up • Monitor guest feedback across platforms and communicate insights to leadership • Support guest recovery efforts, ensuring timely, thoughtful resolution of concerns • Conduct club tours and represent THE WELL brand with confidence and expertise • Maintain strict confidentiality of all guest information, including medical and personal data REVENUE & SALES SUPPORT • Support treatment and program revenue through effective scheduling and yield management • Provide on-shift guidance to Wellness Guides to optimize booking efficiency and utilization • Contribute to team sales goals as defined by leadership • Maintain strong knowledge of treatments, services, and retail offerings to support guest recommendations • Encourage retail engagement by guiding Wellness Guides in product education and guest interactions • Support rebooking and long-term guest relationships through thoughtful service recommendations OPERATIONS & ADMINISTRATION • Support daily opening and closing procedures across the club, including retail, fitness, and bathhouse areas • Regularly walk all areas of the club to monitor cleanliness, maintenance, presentation, and adherence to brand standards • Maintain cleanliness, organization, and operational readiness across all spaces • Assist with inventory processes, including receiving, counts, pricing, and merchandising • Ensure collateral, point-of-sale materials, and promotional materials are current and aligned with brand standards • Monitor equipment functionality and escalate maintenance needs as appropriate • Support promotional activations, PR visits, and special events as needed • Provide cross-functional support, including events, guest flow, and floor coverage • Administer wellness technologies (e.g., PLT, HBOT), ensuring a seamless and informed guest experience • Complete administrative tasks and operational checklists accurately and timely LEADERSHIP & ON-SHIFT OVERSIGHT • Serve as a role model for Wellness Guides, promoting collaboration, accountability, and service excellence • Provide on-shift coaching, guidance, and support to team members • Support onboarding and training of Wellness Guides and Reservations team members • Provide input and feedback to leadership on team member performance • Act as Leader on Duty (LOD) as scheduled QUALIFICATIONS • 2–3 years of experience in hospitality, wellness, or guest services • 1–2 years of supervisory or lead experience • Strong communication, organization, and problem-solving skills • Professional presence with a positive, service-oriented mindset • Proficiency in Google Suite and operational systems (e.g., Zenoti) • Flexibility to work varied schedules, including mornings, evenings, weekends, and holidays Perks & Benefits Benefits offerings vary based on full-time or part-time status and include: • Comprehensive benefits package, including Medical, Dental, Flexible Spending Accounts (FSA), and voluntary supplemental insurance options • Paid time off • Paid parental leave • 401(k) pre-tax retirement savings plan • Commuter benefits • Access to wellness programs and exclusive service and retail discounts • Professional development workshops • Employee Assistance Program (EAP)