Main Function
The Spa Manager oversees the full operations of the hotel’s luxury spa, ensuring world-class guest experiences, exceptional service delivery, operational efficiency, and strong financial performance. This role blends leadership, hospitality excellence, and strategic business management to ensure the spa maintains its premium reputation, attracts high-profile clientele, and meets luxury hotel standards.
Role Responsibilities
Operations Management
- Lead the day-to-day operations of the spa, ensuring seamless guest flow, treatment delivery, and service standards.
- Manage reservations, treatment scheduling, and spa ambiance to reflect a premium hospitality environment.
- Ensure cleanliness, hygiene, equipment upkeep, and facility presentation meet luxury hotel standards.
Treatment & Service Excellence
- Oversee treatment protocols and spa services—facials, massage, body therapies, steam/sauna areas, and specialty wellness programs.
- Ensure therapists and technicians deliver services professionally, safely, and consistently.
- Develop and introduce new luxury offerings in collaboration with wellness experts and hotel leadership.
Staff Management
- Train, supervise, evaluate, and mentor spa staff (therapists, receptionists, attendants).
- Implement performance standards, ongoing development programs, and service etiquette aligned with luxury hospitality.
- Foster a positive, inclusive, and professional work culture.
Guest Experience & Client Relations
- Ensure every guest receives a personalized, memorable spa experience.
- Handle special requests, VIP guests, confidentiality matters, and service recovery when required.
- Collect and act on guest feedback to continuously elevate service levels.
Financial Oversight
- Manage the spa budget, revenue targets, and cost control measures.
- Track performance KPIs, including occupancy, retail sales, therapist productivity, and service margins.
- Identify upsell and cross-sell opportunities including spa products, packages, and hotel signature experiences.
Marketing & Business Development
- Collaborate with the marketing team to design campaigns, seasonal packages, and loyalty programs.
- Support brand positioning through partnerships, influencer relations, and wellness events.
- Ensure the spa represents the hotel brand and maintains luxury market competitiveness.
Compliance & Health Standards
- Enforce spa safety protocols, hygiene standards, and sanitation procedures.
- Maintain compliance with local regulations, industry standards, and hotel policies.
- Ensure certifications and licenses for staff and equipment are current.
Inventory & Supply Management
- Oversee purchasing, stocking, and inventory of spa products, consumables, and linens.
- Track product usage and quality, ensuring premium-tier supplies at all times.
Qualifications and Requirements
Education and Certifications
- Bachelor’s degree in Hospitality, Business Administration, Wellness Management, or related field.
Experience
- Minimum 5 years’ experience managing a spa or wellness facility, preferably in a luxury hotel or resort.
- Proven track record of client satisfaction, service innovation, and revenue growth.
- Proficiency in spa management software and scheduling systems.
- Understanding of luxury service culture and guest expectations.
Skills
Leadership
- Strong managerial capability with the ability to inspire, develop, and guide a multidisciplinary team.
Guest Experience Excellence
- Ability to deliver and maintain high-end wellness experiences with meticulous attention to detail.
Business & Strategic Acumen
- Strong understanding of financial planning, forecasting, and data-driven decision-making.
Communication & Problem-Solving
- Excellent interpersonal skills to handle guest concerns discreetly and effectively.
- Ability to manage operational issues with diplomacy and professionalism.
Operational Efficiency
- Demonstrated ability to coordinate multiple departments and maintain daily workflow.
Behavioural Qualities / Other Competencies
- High emotional intelligence, especially in demanding or sensitive situations.
- Proactive approach to identifying and resolving inefficiencies.
- Impeccable attention to detail and brand standards.
- Experience serving VIP, high-net-worth, or international clientele.
- Strong work ethic, reliability, and professional integrity.
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