Job Description

At Fairmont Hanoi, we are creating more than a wellness offering — we are shaping a destination. Cirua, our signature Wellness Centre, is designed to redefine the city’s lifestyle landscape, bringing together spa, bathhouse, fitness, and social connection into one transformative experience. This is where luxury meets community, and well-being becomes a way of life.

We are seeking a Cirua Club Manager — a dynamic and visionary leader who will drive both operational excellence and experiential innovation. This role holds strategic oversight of the entire wellness ecosystem, from spa and bathhouse to fitness and membership programs, with a clear mission: to position Cirua as Hanoi’s leading wellness and social hub for both guests and the local community.

The Cirua Club Manager is responsible for growing and managing club membership by promoting and selling memberships, enrolling and orienting new members, and maintaining strong relationships to ensure satisfaction and retention. The role also organizes wellness activities and events for members and responds promptly to inquiries from social media and website channels to support engagement and excellent customer service.

Qualifications

• Promote and sell wellness club memberships to prospective clients.
• Handle the enrollment process, including membership registration and documentation.
• Conduct orientation for new members to introduce club facilities, programs, and services.
• Build and maintain strong relationships with members to encourage engagement and retention.
• Plan, organize, and implement wellness activities, programs, and events for members.
• Respond promptly and professionally to inquiries from social media, website, and other communication channels.
• Provide excellent customer service by addressing member concerns, feedback, and requests.
• Maintain accurate records of memberships, inquiries, and member participation.
• Collaborate with management to promote club programs and improve member experience.
• Support marketing initiatives and campaigns to increase membership and club visibility.
• To be in charge of the Wellness Team and facilities when the Director of Wellness is off or on leave.
• Other tasks as may be assigned.

Additional Information

Knowledge and Experience

• Understanding of wellness, fitness, or health club operations and services
• Basic sales and marketing principles, particularly membership sales
• Customer service and relationship management practices
• Social media and online communication platforms
• Event or activity planning for member engagement
• Basic administrative and record-keeping processes

• Experience in sales, customer service, or membership management, preferably in a wellness, fitness, hospitality, or lifestyle environment
• Experience handling client inquiries through social media, websites, or other digital platforms
• Experience organizing events, programs, or activities for clients or members
• Proven ability to build relationships and maintain customer satisfaction
• Experience in meeting or exceeding sales or membership targets is an advantage.

Competencies

• Sales and Persuasion Skills – Ability to effectively promote and sell memberships to prospective clients.
• Customer Service Orientation – Strong commitment to providing excellent service and ensuring member satisfaction.
• Communication Skills – Clear and professional verbal and written communication when interacting with members and responding to inquiries.
• Relationship Building – Ability to establish and maintain positive relationships with members to encourage retention and engagement.
• Organization and Planning – Capability to plan wellness activities, manage schedules, and handle multiple tasks efficiently.
• Digital Communication Skills – Proficiency in managing and responding to inquiries through social media and website platforms.
• Problem-Solving – Ability to address member concerns and provide timely solutions.
• Initiative and Proactiveness – Ability to identify opportunities to improve member engagement and grow membership.
• Team Collaboration – Ability to work well with management and other colleagues to support club operations and programs.
• Adaptability – Flexibility to handle changing member needs, inquiries, and operational priorities.