Spa Manager

PURPOSE

To lead the overall operations of the spa, ensuring exceptional guest experiences, adherence to brand standards, and achievement of business goals for the unit. The role is accountable for revenue growth, service excellence, operational efficiency, and building a motivated, high-performing spa team.

KEY ORGANIZATIONAL RELATIONSHIPS

Reports to: Wellness Head Spa and Recreation

Reporting Roles: Assistant Spa Manager, Spa Supervisors, Therapists, Receptionists, Spa Attendants

Interacts with:

External - Members / Guests, Vendors, Service Providers

Internal - F&B, Housekeeping, Engineering, Finance, HR, Marketing & Sales Teams

KEY RESPONSIBILITIES

Drive Operational Excellence

Oversee daily spa operations, ensuring seamless delivery of treatments and services.

Establish and monitor SOPs for guest service, hygiene, and facility management.

Anticipate guest needs and ensure consistent, exceptional service delivery.

Manage resource allocation, scheduling, and operational efficiency across the spa.

Applied Learning

Ensure continuous training and development of spa staff to uphold international standards.

Introduce new techniques, treatments, and technologies aligned with luxury spa trends.

Track training outcomes through performance reviews, mystery audits, and guest feedback.

People Management

Lead recruitment, induction, and performance management of the spa team.

Coach and mentor team members, promoting career progression and skill enhancement.

Monitor grooming, conduct, and adherence to brand standards.

Build a culture of teamwork, accountability, and service excellence.

Business and Financial Acumen

Develop and manage annual budgets, revenue forecasts, and P&L reviews.

Drive revenue growth through innovative packages, memberships, and promotional strategies.

Maintain vendor relationships, negotiate contracts, and oversee inventory management.

Monitor KPIs such as revenue per treatment, guest satisfaction, and therapist productivity.

Leadership

Lead by example in guest engagement, decision-making, and service recovery.

Delegate responsibilities effectively while maintaining accountability.

Encourage innovation, continuous improvement, and cross-department collaboration.

Compliance & Risk Management

Ensure full compliance with health, safety, statutory, and brand requirements.

Conduct regular audits on hygiene, sanitation, and facility/equipment maintenance.

Maintain accurate records of safety checks, licenses, and regulatory documentation.

Occupational Health & Safety Responsibilities

Champion OH&S culture by enforcing adherence to policies and procedures.

Organize safety drills, training, and emergency response readiness.

Ensure proactive reporting and documentation of OH&S compliance.

JOB REQUIREMENTS / HIRING PROFILE

QUALIFICATIONS

Graduate / Diploma in Spa Management, Hospitality, or Wellness-related field.

Advanced certification in spa therapies or wellness management preferred.

WORK EXPERIENCE

812 years in spa or wellness operations, with 35 years in a managerial role in luxury settings.