About this position
***JOIN US FOR OUR NEW PROPERTY OPENING — WE ARE HIRING FOR A PROJECTED START DATE AROUND APRIL 15***
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 Guide is responsible for maximizing the revenue of the club through client experience, effective scheduling, yield management, and sales. As an Ambassador for THE WELL, this role ensures outstanding anticipatory service for all members and guests in the space.
Reports to: Director of Operations
The Role
The Wellness Guide serves as the first and last impression of THE WELL. This role is responsible for delivering a seamless, elevated guest experience while supporting reservations, retail sales, scheduling accuracy, and daily front desk operations.
You will act as an ambassador of the brand — welcoming members and guests, guiding them through their visit, supporting treatment and program bookings, and driving retail and rebooking opportunities. This role requires warmth, professionalism, and comfort operating in a fast-paced luxury hospitality environment.
Key Responsibilities
Guest Experience
Provide a warm, anticipatory greeting and guide guests through check-in and orientation
Manage phone, email, and CRM communications with professionalism and efficiency
Support service recovery with composure and discretion
Maintain accurate and confidential guest profiles
Sales & Revenue Support
Maximize treatment and program bookings through effective scheduling
Encourage rebooking and long-term treatment planning
Support retail sales by reinforcing therapist recommendations and educating guests on product offerings
Maintain in-depth knowledge of services, pricing, and wellness offerings
Operations
Execute accurate check-in and check-out procedures
Complete daily opening/closing responsibilities and reporting
Maintain cleanliness and organization of the reception and retail areas
Provide cross-departmental support during peak business periods
Qualifications
1–2 years of experience in hospitality, luxury retail, wellness, or guest services
Strong communication, organizational, and multitasking skills
Confidence supporting sales and revenue goals
Professional presence and polished demeanor
Ability to remain calm and solution-oriented under pressure
Flexibility to work mornings, evenings, weekends, and holidays
Experience with scheduling systems (Zenoti or similar platforms), a plus
Bilingual ability (Spanish preferred), a plus
***JOIN US FOR OUR NEW PROPERTY OPENING — WE ARE HIRING FOR A PROJECTED START DATE AROUND APRIL 15***