Principal Responsibilities/Position Purpose:
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The Spa Manager is responsible for the overall leadership, strategic direction, and financial performance of the Spa & Wellness operations. This role ensures the delivery of an exceptional luxury guest experience while maximizing revenue, profitability, and operational efficiency.
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The Spa Manager oversees daily spa and fitness operations, drives sales initiatives, develops the team, ensures compliance with brand standards, and fosters a culture of service excellence and results-driven performance aligned with the hotel’s objectives.
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ESSENTIAL FUNCTIONS
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30% Spa Operations & Team Leadership
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Lead the daily operations of the Spa and Fitness facilities, including reception, treatment rooms, retail, and wellness areas.
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Provide leadership, coaching, and performance management to ensure consistent delivery of luxury service standards.
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Develop staff schedules, monitor productivity, and ensure optimal labor cost management.
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Foster a collaborative and high-performance team culture aligned with brand standards.
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25% Revenue Management & Sales Strategy
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Develop and execute strategic sales initiatives to maximize treatment bookings, retail sales, and membership programs.
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Drive upselling, cross-selling, and pre-booking strategies to increase guest retention and revenue per guest.
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Monitor daily, weekly, and monthly revenue performance against targets.
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Analyze financial reports, payroll, and cost controls to ensure profitability.
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Collaborate with Marketing to create and implement promotions, seasonal packages, and special wellness events.
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20% Guest Experience & Service Excellence
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Ensure an exceptional, welcoming, and personalized spa and wellness experience throughout the entire guest journey.
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Maintain a strong presence in the spa to engage with guests and monitor service quality.
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Proactively resolve escalated guest concerns and implement service recovery strategies.
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Personally oversee VIP experiences and high-profile guest visits to ensure exceptional service delivery.
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10% Business Planning & Performance Analysis
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Prepare annual budgets, forecasts, and business plans aligned with hotel objectives.
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Analyze guest feedback, service trends, and financial performance to identify opportunities for improvement.
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Monitor key performance indicators (KPIs) including revenue per treatment room, retail capture rate, and guest satisfaction scores.
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10% Quality Assurance & Compliance
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Ensure full compliance with hotel policies, brand standards, and health and safety regulations.
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Maintain cleanliness, hygiene, and operational standards across all spa areas.
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Oversee inventory management and retail control processes.
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Ensure staff certifications and training requirements remain current.
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5% Team Development & Training
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Identify training needs and implement continuous development programs.
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Mentor and coach team members to enhance sales performance, product knowledge, and service excellence.
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Conduct performance evaluations and support career progression initiatives.
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SUPPORTIVE FUNCTIONS In addition to the essential functions, this position may require performing the following supportive functions, as determined by senior management:
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- Lead by example by consistently performing spa treatments to support team productivity, enhance guest satisfaction, and drive service excellence. Participate in hotel leadership meetings and strategic planning sessions.
- Support hotel-wide promotions, loyalty programs, and cross-department initiatives.
- Collaborate with Sales and Marketing on wellness partnerships and brand positioning.
- Assist in recruitment, onboarding, and retention strategies for spa team members.
- Monitor competitive market trends to maintain a strong positioning within the luxury wellness segment.
- Maintain a professional, polished appearance in alignment with brand standards.
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- Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to meet business demands.
- Regular attendance in accordance with company standards is essential for successful performance.
- Team members may be required to provide “Lateral Service” to support other departments when needed.
- Actively contribute to maintaining and enhancing the hotel’s culture and service philosophy.
- Achieve established financial, guest satisfaction, and brand performance goals.
SPECIFIC J