Spa Manager

Role Summary

The Spa Manager is responsible for the end-to-end management of a single spa outlet. This includes driving revenue and profitability, ensuring exceptional guest experiences, supervising and developing the spa team, maintaining high standards of hygiene and ambiance, and delivering consistent service excellence. The role requires balancing daily operational oversight with sales and marketing initiatives to meet business targets while nurturing a welcoming wellness environment.

Key Responsibilities:

1. Leadership & Team Management:

a) Recruit, train and supervise therapists, receptionists and support staff, promoting a positive team culture.

b) Prepare staff schedules, allocate duties effectively, and manage attendance to ensure optimal coverage.

c) Monitor performance, provide coaching and mentorship, and conduct regular performance reviews.

d) Identify training needs and arrange skill-building sessions to enhance service delivery and product knowledge.

e) Foster collaboration with other departments (e.g. housekeeping, maintenance) to ensure seamless operations.

2. Operational Excellence:

a) Oversee day-to-day spa activities, ensuring all services are delivered according to company SOPs and safety standards.

b) Manage appointment bookings and therapist allocation to minimize wait times and maximize productivity.

c) Ensure cleanliness, hygiene and ambiance of treatment rooms, relaxation areas and reception comply with health standards.

d) Maintain and service spa equipment, coordinate repairs, and ensure all regulatory licenses are up-to-date.

e) Implement checklists and audits for facility upkeep and operational procedures.

3. Sales & Marketing:

a) Achieve outlet revenue goals by driving service and product sales, membership programmes and packages.

b) Develop and launch seasonal promotions, treatments and loyalty programmes in alignment with brand guidelines.

c) Collaborate with marketing teams to plan local events, wellness workshops and community outreach activities.

d) Analyse sales reports, track key metrics (e.g., average ticket size, therapist productivity) and implement improvement strategies.

e) Network with local hotels, corporates and partners to generate new business and increase footfall.

4. Client Experience & Relationship Management:

a) Maintain a warm, professional front-of-house presence; greet guests and manage their check-in/check-out experience.

b) Understand guest preferences, recommend appropriate treatments, and oversee personalised service delivery.

c) Collect and analyse guest feedback, manage complaints promptly, and implement enhancements to improve satisfaction.

d) Encourage a culture of proactive guest engagement to drive repeat visits and positive reviews.

e) Maintain client databases and follow up with guests for after-care and future bookings.

5. Financial & Inventory Management:

a) Prepare and monitor budgets, control expenses, and analyse financial reports to ensure profitability.

b) Manage stock levels of consumables, retail products and linen; conduct inventory audits and minimise wastage.

c) Negotiate with suppliers and vendors to ensure timely delivery, quality and competitive pricing.

d) Track cash handling, billing, and reconciliation processes, ensuring adherence to finance SOPs.

e) Report financial and operational performance to management and participate in monthly review meetings.

6. Strategy & Innovation:

a) Stay updated on spa and wellness trends, emerging products and therapies; recommend innovative treatments.

b) Develop new service protocols and operational improvements to enhance efficiency and guest experience.Support implementation of corporate initiatives and ensure alignment with the brands wellness philosophy.

Key Skills & Competencies

Description

Leadership & People Management

Ability to motivate and develop a multi-functional team while fostering a collaborative work culture.

Guest Service Orientation

Strong interpersonal skills with a passion for delivering personalised and memorable experiences.

Sales & Revenue Management

Proven track record of meeting sales targets through effective promotions, upselling and cross-selling.

Operational Discipline

Attention to detail and adherence to SOPs to ensure smooth, efficient and compliant operations.

Product & Service Knowledge

In-depth understanding of spa therapies, wellness trends, retail products and treatment protocols.

Inventory & Vendor Management

Proficiency in maintaining stock levels, negotiating with suppliers and controlling costs.

Financial Acumen

Ability to prepare budgets, interpret P&L statements and take corrective action to drive profitability.

Problem Solving & Adaptability

Ability to handle guest complaints calmly, find solutions quickly and adapt to changing business needs.