Wellness Therapies Manager
hace 19 días
Miami
Job Description 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 Wellness Therapies Manager is responsible for overseeing the daily operations, clinical standards, and performance of the licensed practitioner team at THE WELL. This role ensures all body, facial, Chinese medicine, and energy-based therapies are delivered in full compliance with applicable state licensure and regulatory requirements, and in alignment with THE WELL’s brand standards, service philosophy, and guest safety protocols. As the primary on-site leader for therapy services, the Wellness Therapies Manager provides hands-on supervision, quality assurance, training, and performance management for practitioners while partnering closely with the Director of Wellness to deliver a consistent, elevated guest experience. Reports to: Director of Wellness (General Manager) Supervises: Licensed Massage Therapists, Estheticians, Acupuncturist, Energy Practitioners Key Responsibilities: Practitioner Leadership & Performance * Lead, supervise, and support licensed practitioners across multiple modalities. * Ensure active licensure, certifications, insurance, CE compliance, and accurate records. * Manage scheduling, attendance, and coverage to maintain safe, compliant staffing. * Partner with leadership to set retail/enhancement goals; coach practitioners to achieve revenue targets. * Design and manage incentive programs to drive retail and revenue performance. * Conduct regular 1:1s, coaching, performance reviews (90-day & annual), and development planning. * Partner with the Director of Wellness on performance management and corrective action. Treatment Standards & Service Quality * Ensure treatments align with THE WELL protocols, safety standards, and state regulations. * Maintain practitioner SOPs; audit services, guest feedback, and quality consistently. * Oversee guest medical intake, contraindications, and service escalations. * Support practitioners in addressing inappropriate guest behavior per policy. Training & Development * Lead practitioner onboarding (brand, systems, service, compliance). * Coordinate ongoing training and CE with internal leaders and external educators. * Train teams on techniques, safety, guest communication, wellness trends, and retail selling. Maintain training documentation and assess program effectiveness. Operations & Scheduling * Oversee daily scheduling, room flow, utilization, breaks, and fair workload distribution. * Manage call-outs and coverage to ensure continuity of care and compliance. * Support treatment coverage in emergent situations when appropriately licensed. * Review bookings (e.g., Zenoti) for accuracy and sequencing. * Oversee treatment room cleanliness, supplies, inventory, purchasing, and monthly counts. * Identify equipment/facility needs and coordinate with vendors and facilities partners. Guest Experience * Ensure a warm, professional, and attentive guest environment. * Lead service recovery, resolve concerns, and reinforce exceptional performance. Lead on Duty (as assigned) * Serve as Lead on Duty; oversee openings/closings, daily briefings, and cross-department coordination. * Ensure timely reporting and resolution of operational or maintenance issues. Performance Success Measures * Guest satisfaction and service quality * Compliance with clinical, safety, and brand standards * Practitioner engagement, retention, and performance * Retail and enhancement revenue growth * Operational efficiency and scheduling effectiveness * Contribution to team culture and professionalism Qualifications: Required * Active massage therapy license in the applicable state * Experience supervising licensed practitioners and managing regulatory compliance * Strong knowledge of treatment protocols, safety standards, and licensure requirements * Proficiency with scheduling systems (e.g., Zenoti) and business software * Excellent communication, coaching, judgment, and organizational skills * Flexibility to work early mornings, evenings, weekends, and holidays Preferred * 5+ years in spa, wellness, or clinical operations, including supervisory experience * Experience leading multidisciplinary teams * Bilingual (Spanish preferred) * Formal education in hospitality, wellness, or related field * Experience training teams in retail and guest experience best practices Perks & Benefits * Comprehensive benefits package including Medical, Dental, & Supplemental Voluntary Insurance Plans * Paid time off * Paid maternity & paternity leave * Perks, gym & multiple service discounts * Professional development workshops & Employee Assistance Program