Job Purpose:
As a Wellness Leader, you will be the welcoming face to members at Soho Wellness, ensuring that members and guests receive an exceptional experience from the moment they arrive. You'll oversee bookings for services, coordinate with the operational teams, and ensure seamless service delivery across both departments. As well as being the first point of call for all outsourced instructors and talent.
Main Duties...
- Leading the Wellness teams to deliver an exceptional wellness experience, ensuring members and guests feel valued and their expectations are exceeded.
- Supporting the team through training, motivation and the implementation of initiatives to achieve high service standards and meet operational targets.
- Collaborating with the Housekeeping team to align that the Wellness day to day is kept to the hygiene standards expected across our clubs globally
- Taking the lead on all Soho Wellness day to day tasks, scheduling the team and ensuring any relevant additional tasks are taken care of to support the operation.
- Working closely with the Senior management to maintain budgetary oversight, operational efficiency, and financial planning.
- Upholding and encouraging Soho House's ethos, the "Soho Ways," in daily interactions, team management and operational decisions.
- Fostering cross-departmental collaboration to ensure seamless transitions and referrals between events, fitness and other club services for a holistic guest experience.
- Oversee the continuous upkeep of retail spaces, working to grow revenues with the correct brand collaborations that align with Soho Wellness.
- Continuously upsell Food & beverage, retail and services to members.
- Contribute and drive the overall budget of the Wellness
- Manage reservations, check-ins and enquiries, supporting both PT and fitness sessions.
- Maintain immaculate standards across reception, gym and wellness areas.
- Support instructors, external trainers to ensure a seamless member journey.
- Anticipate member needs and offer elevated touches, including refreshments, towels and personalisation.
- Capture and share guest feedback for service improvement and personalisation
Experience Required:
To excel in this role, you should be a confident, proactive leader with a passion for customer service and the wellness industry.
Specific qualities and qualifications include:
- Experience:
- 1–2 years in a similar position.
- Experience delivering luxury customer experience.
- Worked in a similar facility previously.
- Japanese & English
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