Rosewood Hotel Group Startseite

Essential Duties and Responsibilities

Guest Satisfaction

•    Maintain full knowledge of and comply with all Forbes, LQA, and Rosewood Brand Standards. 

•    Ensure all Spa, Fitness, and Rosewood Explorers offerings reflect a commitment to holistic wellbeing—supporting physical, mental, emotional, and spiritual balance.

•    Monitor customer satisfaction through TrustYou and other feedback channels; drive improvement actions. 

•    Uphold gracious front desk procedures for bookings, guest interactions, and overall service delivery. 

•    Handle guest complaints professionally and ensure timely follow-up; maintain compensation guidelines. 

•    Develop fresh programs and experiences to retain and grow the customer base. 

•    Ensure Spa, Fitness, and Wellness facilities are staged to maximize guest impact and comfort. 

•    Support corporate guest satisfaction initiatives and ensure departmental compliance.

Marketing

•    Maintain strong product and service knowledge across Spa, Fitness Centre, and Rosewood Explorers programs; ensure Associates do the same. 

•    Collaborate with Sales & Marketing to promote and sell customized spa programs for varied markets. 

•    Maintain thorough knowledge of competitor offerings, pricing, promotions, and sales strategies. 

•    Develop Spa marketing strategies and ensure a consistent, compelling brand image. 

•    Be proactive in identifying publicity opportunities and handling media professionally. 

•    Create in-house promotions and activities that encourage healthier lifestyles, recovery, and rejuvenation. 

•    Guide decisions using spa and wellness industry insights, emphasizing whole-person wellbeing.

•    Maintain an innovative service menu that integrates holistic therapies, therapeutic techniques, and modern wellness practices.

Operations

•    Ensure all Spa, Wellness, Fitness, and Explorers operations uphold the Rosewood philosophy of “A Sense of Place” and support a culture of holistic wellbeing.

•    Recruit, supervise, train, coach, and discipline Spa, Fitness, Wellness, and Rosewood Explorers Associates. 

•    Conduct regular departmental meetings; communicate operational updates and priorities to all Associates. 

•    Maintain an updated Spa Procedure Manual and ensure compliance. 

•    Manage scheduling for Associates and guests to maximize efficiency and revenue generation. 

•    Maintain and enforce front desk, check-in, and booking procedures. 

•    Ensure equipment is well maintained and workplace safety standards are upheld. 

•    Ensure compliance with local legislative and regulatory requirements. 

•    Maintain professional relationships with suppliers and service providers. 

•    Ensure adherence to Rosewood grooming standards, professional behaviour, and disciplinary protocols. 

•    Attend management meetings and represent the department effectively. 

•    Support corporate programs related to associate engagement and performance. 

•    Be flexible to assist in any service area based on guest demand. 

•    Maintain confidentiality and ensure all business dealings remain internal. 

•    Uphold a positive team culture, avoiding gossip and undermining behaviours. 

•    Perform other duties as required.

Financial Administration

•    Maintain acceptable payroll commitments and monitor labour productivity. 

•    Use financial reports to identify trends, opportunities, and areas that support sustainable wellness growth. 

•    Prepare and interpret financial reports and annual budgets for all Spa-related departments. 

•    Review monthly P&L statements to ensure revenue targets are exceeded and costs are tightly controlled. 

•    Submit monthly business reports and treatment audits. 

•    Monitor and control service and product margins to ensure profitability. 

•    Identify opportunities to reduce operational expenses and enhance financial performance. 

•    Develop and oversee inventory controls and procedures. 

•    Implement purchasing standards and ensure compliance across the department. 

•    Manage accurate and timely associate and client scheduling for optimal revenue. 

•    Drive retail sales growth through training, tools, and demonstrations. 

•    Ensure Spa, Fitness, and Wellness operational programs (supply orders, payroll, incentives, commissions) are accurate and well managed. 

•    Ensure proper balancing of therapist revenue, cash-handling standards, and closing procedures. 

•    Manage group spa requests and group sales, ensuring appropriate scheduling and staffing. 

•    Conduct financial analysis to support strategic decisions and cost-control measures.

Wellness (Spa, Fitness & Rosewood Explorers Programs)

•    Demonstrate expert knowledge of holistic wellbeing, including physical fitness, therapeutic practices, mindfulness techniques, and youth wellness development. 

•    Lead the Wellness team with an emphasis on nurturing both Associate and guest wellbeing. 

•    Ensure all treatments, services, and programs are grounded in holistic principles—supporting balance, relaxation, energy renewal, and long-term health. 

•    Create programming that integrates luxury hospitality with whole-person wellness experiences (movement, relaxation, nutrition awareness, emotional wellness, nature immersion). 

•    Introduce evolving wellness modalities and integrate them into menus and programming. 

•    Oversee safety, hygiene, and quality standards to ensure the environment remains restorative and supportive. 

•    Support recruitment and training for all wellness-related roles, ensuring practitioners are skilled, mindful, and aligned with the resort’s wellbeing philosophy. 

•    Ensure the Rosewood Explorers program delivers enriching, developmentally appropriate activities that support children’s emotional, physical, and creative wellbeing. 

•    Continue personal and team development through wellness education and industry knowledge.

Qualifications 

Education & Certifications

•    Diploma or degree in Hospitality, Spa Management, Business, Wellness, or a related field (preferred). 

•    Certifications in massage therapy, fitness, aesthetics, or holistic wellness methods

Experience

•    3–5 years of progressive leadership experience in spa, wellness, or fitness environments (experience with Rosewood Sense of Spa or Asaya preferred). 

•    Proven ability to manage daily operations in a multi-service spa or wellness facility. 

•    Demonstrated success in leadership, training, coaching, and performance management. 

•    Strong background in financial reporting, budgeting, forecasting, and revenue management. 

•    Experience in developing or delivering holistic wellness programs is strongly preferred. 

General Skills

•    Strong attention to detail with the ability to work accurately, efficiently, and with a sense of urgency. 

•    Ability to prioritize, organize, and follow up effectively. 

•    Clear thinker who remains calm under pressure and uses sound judgment to solve problems. 

•    Strong understanding of guest service needs and the ability to deliver luxury service standards. 

•    Ability to work both independently and cooperatively within a team. 

•    Ability to maintain confidentiality of guest information and sensitive hotel data. 

•    High level of thoroughness, follow-through, and personal accountability. 

Technical Skills

•    Knowledge of spa operations, spa product lines, and wellness service standards. 

•    Strong verbal and written communication skills in English; ability to communicate clearly with guests, colleagues, and management. 

•    Ability to produce clear and legible written communication and documentation. 

•    Skilled in managing payroll, labour productivity, and departmental budgets. 

•    Ability to train, develop, and motivate Spa and Wellness teams and implement incentive programs that enhance performance and productivity.

An eco-friendly resort ahead of its time, Rosewood Little Dix Bay has always featured the natural environment at the heart of its design. One of the first Caribbean resorts to promote sustainable luxury, the beachside retreat has welcomed guests to a world of undiluted tropical splendor for over half a century. Located within 500 acres of untamed natural gardens, Rosewood Little Dix Bay is surrounded by astonishingly clear blue seas, rugged hills, beautiful isolated beaches and spectacular geological formations. Long regarded as one of the world’s greatest getaways, this exclusive resort, originally developed by conservationist Laurance Rockefeller, offers a level of refinement and seclusion unrivaled in the Caribbean.