SHA Wellness Clinic is a global leader in integrative health, prevention and longevity, and has been named “World’s Best Wellness Clinic” at the World Spa Awards for multiple consecutive years. Through the SHA Method, we combine cutting-edge medical innovation, proven natural therapies and healthy nutrition to help people achieve and maintain an optimal state of physical, mental and spiritual wellbeing.

Since opening in 2008, SHA has transformed the lives of more than 65,000 guests worldwide and continues to expand its impact, with our flagship in Spain, a new destination in Mexico and future openings in Dubai and the Emirates. SHA is a Green Globe-certified brand with a truly multicultural team, united by a mission to create transformative and memorable experiences for every guest.

The role:

We are looking for an Assistant Front Office Manager to support the operational management of the Front Office department at SHA Spain, ensuring an exceptional, seamless and highly personalized experience for our guests throughout every stage of their stay.

This is not a traditional hotel reception role. At SHA, each guest follows a personalized health, wellness and longevity itinerary that combines accommodation with medical consultations, treatments, nutrition, movement, wellbeing and tailored experiences.

As Assistant Front Office Manager, you will help coordinate all of these touchpoints to deliver an integrated, discreet, memorable and frictionless experience, from pre-arrival through departure and post-stay follow-up.

You will be a visible, proactive and operations-focused presence, as well as a point of reference for guests, team members and internal departments. Working closely with the Front Office Manager, you will oversee daily operations, support the development of a high-performing Front Office team, uphold the highest standards of luxury service, and ensure that guest requests, VIP attentions, service incidents, financial queries and interdepartmental commitments are properly managed and resolved.

Beyond technical expertise, we are looking for someone with operational judgment, genuine warmth and a strong sense of responsibility. You will need to thrive in a multicultural, high-performance environment where excellence, care, discretion and attention to detail are essential in every interaction.

Responsibilities

• Support the Front Office Manager in leading, organizing, training and developing the Front Office team, fostering a committed, responsible and high-performing operation aligned with luxury service standards and SHA’s values.
• Maintain an active and visible presence in operations, especially during key arrivals and departures, VIP stays, high-occupancy periods, complex guest situations and operational escalations.
• Oversee daily Front Office activities, ensuring that reception, check-in and check-out processes, room assignment, follow-up of guest requests and internal communication are managed efficiently and consistently.
• Take ownership of guest requests, incidents, complaints, service failures and interdepartmental commitments within the scope of the role, ensuring clear follow-up and confirmed resolution.
• Ensure rigorous shift handover procedures, guaranteeing that pending requests, special attentions, VIP matters, account queries and operational priorities are properly documented, communicated and managed through to resolution.
• Deliver an exceptional, discreet and highly personalized experience at every stage of the stay: pre-arrival, arrival, stay, departure and post-stay follow-up.
• Support the preparation of arrivals, room assignment, guest preferences, special requests, and personalized programs and experiences, paying particular attention to VIP guests, returning guests and high-profile guests.
• Use guest profiles, stay history, preferences and operational information to enhance the personalization of the experience and anticipate guests’ needs.
• Handle complaints and service recovery situations in a professional, prompt and empathetic manner, escalating complex matters to the Front Office Manager when appropriate.
• Work closely with the Clinic, Wellness, Hospitality, Guest Experience Makers, Reservations, Housekeeping, Food & Beverage, Chauffeurs, Engineering and Security departments, and other operational teams, to deliver a comprehensive guest experience.
• Oversee Front Office cashiering processes and the management of guest accounts, payment guarantees, credit limits, charges, invoices, refunds, discrepancies and billing queries, ensuring compliance with established financial procedures.
• Ensure the correct and effective use of PMS and CRM systems and internal guest experience tools, keeping operational information and records complete and up to date.
• Ensure and be part of the implementation of SOPs; reading and understanding of the talents.
• Support the Front Office Manager in monitoring department performance, including guest satisfaction, feedback trends, response times, service recovery, productivity, upselling, financial accuracy, service quality and operational incidents.
• Identify recurring issues, service deficiencies and operational risks, proposing practical improvements that strengthen consistency, efficiency and guest satisfaction.
• Actively participate in daily operational meetings, arrival reviews, occupancy forecasts, VIP guest preparation and interdepartmental planning meetings.
• Support the Front Office Manager in the recruitment, onboarding and probation-period follow-up of team members, ensuring that new team members understand SHA’s standards, services, guest profiles and operational procedures.
• Provide daily guidance, coaching and constructive feedback to Front Office team members, supporting their professional development and performance.
• Collaborate in identifying training needs, support the implementation of training initiatives and foster a culture of continuous improvement.
• Support the Front Office Manager in handling team performance matters in a timely, fair and constructive manner, in collaboration with the Hospitality Director and the People department where appropriate.
• Take part in creating improvements for the department together with the FOM.
• Act as the operational point of reference in the absence of the Front Office Manager, ensuring service continuity, appropriate decision-making and effective communication

Requirements

• Solid experience as an Assistant Front Office Manager, Front Office Supervisor or equivalent operational leadership role within a five-star luxury hotel, resort, luxury wellness destination or high-end hospitality environment.
• Proven experience supervising, supporting and motivating operational teams.
• Strong knowledge of Front Office operations, luxury service standards, VIP guest management, complaint handling, service recovery, cashiering processes and guest account management.
• Demonstrated ability to manage demanding guest situations and make sound, calm and effective decisions under pressure.
• Strong sense of responsibility, with clear evidence of disciplined follow-up, commitment and resolution of matters through to closure.
• Excellent guest experience orientation, with a natural ability to anticipate guests’ needs and maintain exceptional attention to detail.
• Experience working with multiple operational departments and coordinating different stakeholders in a complex and dynamic hospitality environment.
• Strong organizational skills, ability to prioritize and operational discipline.
• Experience using PMS and CRM systems and hotel management tools, with confidence in handling reports, operational KPIs, guest information and performance data.
• Professional proficiency in Spanish and English, both written and spoken.
• Excellent interpersonal and communication skills, professional presence, discretion and the ability to build trust with guests, colleagues and internal collaborators.
• Flexibility to work in an operational hospitality environment, including weekends and public holidays when required.

Highly Valued

• Experience in luxury resorts, wellness destinations, medical wellness, clinics, destination hospitality or environments with international guests.
• Comprehensive understanding of the guest journey in a luxury and wellness environment, including the coordination of accommodation, clinical consultations, wellness treatments, nutrition, experiences and personalized schedules.
• Experience supporting Front Office operations with VIP guests, returning guests or high-profile international guests.
• Demonstrated ability to train and mentor team members, identify talent and contribute to the development of future leaders.
• Experience implementing Front Office procedures, service standards, shift handover processes or operational improvement initiatives.
• Knowledge of financial controls, billing processes and guest account management in a luxury hospitality environment.
• Knowledge of additional international languages.
• Availability to travel occasionally to SHA destinations or other properties of the group.

SHA is more than a workplace; it is a unique environment where nature, science and purpose meet. Every day, our team helps people...