Cluster Manager

Job Summary

The Cluster Wellness Manager provides overarching guidance, tactical leadership, and operational compliance for the Spa and Fitness departments at One&Only Gorilla’s Nest and Nyungwe House. The role focuses on driving high-quality guest interactions, enforcing strict hygienic and safety standards, managing annual departmental budgets, and training a highly motivated team to maximize profitability and market positioning.

Qualification

Candidates must meet the following mandatory benchmarks to be considered for this cluster executive role:

• Required Education: Background or certification in Spa Management, Wellness, Hospitality, Business Administration, or a related field (complemented by matching high-end luxury resort career tracks).
• Communication Skills: Excellent written and verbal communication skills in English, with the ability to clearly sell operational concepts and ideas to senior corporate leadership, peers, and staff.
• Professional Grooming: Commitment to maintaining an immaculate, highly groomed, and professional aesthetic appearance at all times, reflecting the premium image of both resorts.

Experience

Candidates must demonstrate the following professional track record, financial management skills, and leadership competencies:

• Managerial Experience: Two (2) or more years of direct managerial experience in a wellness or beauty spa environment within an ultra-luxury resort setting.
• Customer Service: At least five (5) years of frontline customer service experience within high-end, premium hospitality or guest relations.
• Team Leadership & Training: Proven experience managing large, diverse service teams, alongside a clear track record of designing and delivering technical spa/wellness training programs.
• Financial Management: Demonstrated success in revenue achievement, strict expense management, initial budget development, and comprehensive financial analysis.
• Organizational Mastery: Strong creative mindset, excellent problem-solving capabilities, and highly structured planning and organizing skills.

Key Responsibilities

Overall Management, Quality Assurance & Hygiene

• Lead Operations: Assume full responsibility for the overall management, professional execution, and daily performance of the cluster wellness session.
• Maintain Standards: Guarantee consistent compliance with international spa/wellness industry guidelines, local safety mandates, and One&Only operating standards.
• Enforce Cleanliness: Ensure that all spa facilities, treatment rooms, and fitness areas are meticulously maintained in a neat, professional, hygienic, and entirely safe manner.
• Represent the Image: Act as an ambassador for both resorts' ideals by maintaining a premium appearance and fostering friendly, polite, yet informal relationships between guests and staff.

Financial Management, Strategy & Revenue Growth

• Prepare Financial Reports: Author and deliver monthly financial and statistical reports for senior management, incorporating proactive operational recommendations and competitive occupancy analysis.
• Manage Budgets: Develop and submit an annual budget and strategic business plan for the Spa, continuously reviewing targets and controlling staff wage costs in relation to productivity.
• Drive Sales Expansion: Actively promote wellness services and drive the retail sales performance of high-end product lines retained by the spas.

Marketing, Collaboration & Team Development

• Formulate Marketing Plans: Partner closely with the Resort Managers and the Hotel Marketing Team to prepare and execute integrated annual wellness marketing plans.
• Coordinate Promotions: Design, synchronize, and run all promotional projects for the facilities, ensuring all hotel staff are kept informed of wellness changes.
• Train & Motivate Staff: Provide direct leadership, mentorship, and support to the team, cultivating a highly motivated workforce capable of delivering flawless luxury service.
• Drive Strategic Change: Proactively champion and implement operational change initiatives to achieve business goals and continuously optimize performance.

Skills Required:

• Hotel / Tourism
• Sales / Marketing / Business / Management
• Therapy / Spa / Massage