The Wellness Manager is responsible for the complete guest journey at The LifeCo Sharm - before arrival, throughout the stay and after departure - ensuring that every guest touchpoint is coordinated, personalized and delivered to a consistently high international standard.
The role has full management ownership of guest-facing operations across the Clinic experience, wellness programs and activities, Beach, Food & Beverage, other guest activities, daily sales performance and marketing coordination. The Wellness Manager connects these functions into one coherent wellness journey and ensures that service quality, commercial performance and brand positioning remain aligned.
Working directly with the General Manager / CEO and in parallel with the Wellness Operations Manager, the Wellness Manager leads the guest-facing side of the center and is accountable for guest satisfaction, experience quality and guest-facing commercial performance.
◆ Pre-Arrival, Stay & Post-Departure Guest Journey
• Own the full guest journey from pre-arrival preparation and expectation setting through arrival, stay, departure and appropriate post-stay follow-up.
• Ensure guest profiles, objectives, preferences, dietary requirements, program details, special arrangements and VIP requirements are understood and coordinated before arrival.
• Maintain visible leadership throughout the stay, monitoring service delivery, personalization, program engagement, satisfaction and overall experience.
• Lead service recovery and guest follow-up, ensuring feedback is handled promptly, professionally and with clear ownership.
• Coordinate the guest itinerary across Clinic appointments, wellness programs, treatments, activities, Beach, dining and other experiences to ensure continuity and ease.
• Use guest feedback and performance indicators to identify recurring gaps and drive measurable improvements.
◆ Clinic & Wellness Experience
• Hold overall management responsibility for the Clinic guest experience, operational flow, appointment coordination, communication and service standards.
• Coordinate closely with licensed physicians and qualified clinical professionals; diagnoses, prescriptions and clinical governance remain with the appropriately licensed professionals.
• Oversee the guest-facing delivery of wellness programs, consultations, treatments, fitness, therapies and approved activities, ensuring they are integrated around the individual guest journey.
• Monitor participation, utilization, outcomes and satisfaction, and identify opportunities to improve engagement, personalization and value.
• Protect guest privacy, confidentiality and professional boundaries across all wellness and Clinic interactions.
◆ Food & Beverage, Kitchen & Nutrition
• Take management ownership of the guest-facing Food & Beverage and culinary experience, ensuring food quality, presentation, timing, service and atmosphere support the wellness journey.
• Coordinate closely with Kitchen, Nutrition and F&B teams to ensure wellness menus, dietary protocols, special requirements and guest preferences are delivered accurately and consistently.
• Review guest feedback relating to food, beverage, nutrition and dining and drive corrective or improvement actions with the responsible teams.
• Participate in menu development, wellness food initiatives and service improvements where they affect guest satisfaction, program integrity or commercial value.
• Maintain effective communication between Clinic / wellness professionals and culinary teams whenever program requirements influence nutrition or meal planning.
◆ Beach, Wellness Activities & Guest Programming
• Own the quality, presentation and guest experience of Beach operations and all wellness or recreational activities forming part of the guest stay.
• Ensure activity schedules are attractive, clearly communicated, appropriately staffed and integrated with Clinic appointments, treatments, meals and wellness programs.
• Monitor participation and guest feedback across activities, Beach and wellness programming and continuously refine the offer.
• Coordinate special activities, events, workshops and visiting practitioners to strengthen the guest proposition.
◆ Daily Sales & Commercial Performance
• Review daily sales and relevant revenue performance, ensuring clear visibility of results, trends, gaps and opportunities requiring action.
• Monitor program participation, treatment utilization, retail sales, wellness packages, F&B-related guest spend where applicable and other guest-facing revenue streams.
• Work with Reservations, Sales and relevant stakeholders to strengthen conversion, package performance, treatment utilization and responsible upselling while protecting the guest relationship.
• Provide the General Manager / CEO with concise daily and periodic updates on sales performance, guest sentiment, service quality and commercial opportunities.
• Ensure commercial activity remains appropriate to a premium wellness environment and never compromises trust, program integrity or guest care.
◆ Marketing, Brand & Market Engagement
• Work directly with Sales & Marketing on positioning, packaging and communication of The LifeCo Sharm wellness experience.
• Contribute guest insight, content direction and operational input for campaigns, offers, digital communication, guest collateral and promotional activity.
• Lead guest-facing execution of retreats, events, visiting practitioners, media activities, familiarization visits and special wellness programs.
• Monitor market feedback and relevant wellness trends to identify opportunities for experience enhancement and brand differentiation.
• Represent the wellness operation professionally with guests, partners, media, VIPs, and commercial stakeholders as required.
◆ Team Leadership & Guest Service Culture
• Lead and develop all guest-facing wellness, Clinic coordination, reception, activity and service teams with a strong focus on hospitality, consistency, communication and accountability.
• Conduct daily guest-experience briefings covering arrivals, departures, in-house guests, VIPs, Clinic schedules, activities, dining requirements, feedback and sales opportunities.
• Define service expectations and support recruitment, onboarding, coaching and performance development for guest-facing team members, while HR administration remains with the Wellness Operations Manager.
• Monitor grooming, conduct, communication quality, service behavior and adherence to guest-facing standards.
• Build a culture in which wellness expertise is matched by warmth, discretion, emotional intelligence, and refined international hospitality.
◆ Qualifications
Bachelor's degree or recognized professional qualification in Hospitality Management, Wellness Management, Spa Management, Health & Wellness, Nutrition, Marketing or a related discipline.
• Additional qualifications in wellness, spa leadership, nutrition, guest experience, luxury hospitality, commercial management or marketing are an advantage.
• Strong understanding of holistic wellness, premium hospitality and the expectations of international wellness travelers.
• Demonstrated knowledge of guest-journey management, Clinic / wellness coordination, service quality, activities and Food & Beverage / culinary integration.
• Strong commercial awareness, including daily sales review, revenue performance, package utilization and guest-facing revenue opportunities.
• Excellent communication, presentation, leadership and relationship-management capability.
• Fluent spoken and written English is essential; additional source-market languages are highly advantageous.
