Spa Manager

Roles and responsibilities

You will have full accountability for managing the individual spa unit. This position requires commitment to achieving sustainable growth through continuous analysis of business and team member performance, and a dedication to increase customer demand. In order to do this it is important to develop and maintain mutually beneficial relationships with business partners, guests and team members alike. You will be committed to continually developing the spa team members, whilst ensuring that the spa is consistently operating at, or above, agreed standards and achieving maximum profitability.

Qualifications

• Bachelors Degree in Business and or Hospitality Management
• Three years experience in a similar role in a 5 star spa with a multicultural team
• In depth knowledge of spa therapy
• Strong financial acumen
• Excellent communication and leadership skills

• 1. Leadership and Management

• Team Leadership: Ability to lead, motivate, and manage a team of spa therapists, estheticians, receptionists, and support staff to deliver exceptional service.
• Staff Training and Development: Providing continuous training and development opportunities for staff to enhance their skills and service delivery.
• Delegation: Delegating tasks and responsibilities efficiently to ensure smooth spa operations, focusing on both operational and customer service standards.

• 2. Customer Service and Relationship Management

• Guest Experience Focus: Ensuring guests have a positive and memorable experience by offering high-quality services, creating a relaxing atmosphere, and addressing any issues promptly.
• Customer Interaction: Handling customer complaints or concerns in a professional and calm manner, resolving any problems to maintain customer satisfaction.
• Personalization: Developing ways to customize services for guests based on their individual needs and preferences to improve satisfaction and loyalty.

• 3. Financial and Business Acumen

• Budgeting and Cost Control: Managing the spa’s budget, ensuring expenses are controlled while maintaining a high level of service. Identifying opportunities to reduce costs and increase revenue.
• Revenue Management: Overseeing pricing structures, promotions, and packages to maximize revenue, ensuring profitability without compromising quality.
• Financial Reporting: Monitoring financial performance, analyzing sales trends, and creating reports to assess the spa’s profitability and performance.

• 4. Operational Management

• Inventory Management: Overseeing inventory control for spa products, ensuring supplies are stocked and accounted for. Managing product ordering and relationships with suppliers.
• Scheduling: Creating staff schedules, ensuring that the spa is adequately staffed to meet demand while minimizing overstaffing during slow periods.
• Health and Safety Compliance: Ensuring the spa complies with health, safety, and sanitation regulations, including cleanliness of treatment rooms, equipment, and common areas.

• 5. Marketing and Promotion

• Spa Marketing: Developing marketing strategies to promote the spa’s services, including social media campaigns, website updates, special offers, and collaborations.
• Branding: Maintaining and enhancing the spa’s brand image, ensuring that all promotional materials, services, and guest experiences align with the brand’s identity.
• Customer Retention: Creating loyalty programs, packages, or membership opportunities to keep customers returning, as well as developing strategies for new customer acquisition.

• 6. Problem-Solving and Critical Thinking

• Issue Resolution: Quickly resolving operational challenges, such as staffing issues, scheduling conflicts, or customer complaints, with a focus on maintaining smooth spa operations.
• Crisis Management: Responding appropriately to emergencies or incidents, such as health and safety concerns, and taking the necessary steps to ensure guest and staff well-being.
• Service Improvements: Continuously seeking feedback from guests and staff, and implementing improvements to services, facilities, or operational procedures to enhance overall performance.

Desired candidate profile

1. Daily Operations

• Operational Oversight: Overseeing the daily functions of the spa, including managing staff, coordinating treatment schedules, and ensuring services are being delivered effectively.
• Guest Services: Ensuring guests are welcomed, checked in, and receive the services they expect, creating a relaxing and enjoyable atmosphere from arrival to departure.
• Staff Supervision: Managing and supervising spa staff, including therapists, estheticians, and receptionists, ensuring they adhere to service standards and are properly trained.

2. Financial Management

• Revenue and Budgeting: Monitoring and controlling the spa’s financial performance, managing budgets, and ensuring targets are met.
• Cost Management: Managing operational costs, including employee wages, product expenses, and facility maintenance, while ensuring the spa remains profitable.
• Sales and Upselling: Encouraging staff to upsell services and retail products, driving additional revenue through product sales or add-on services.

3. Marketing and Promotions

• Developing Promotional Strategies: Creating and implementing promotional campaigns, seasonal offers, and packages to attract new customers and retain existing ones.
• Online Presence: Managing the spa’s online presence, including social media, website updates, and digital marketing strategies.
• Customer Feedback: Collecting and analyzing guest feedback through surveys, reviews, or direct communication to assess satisfaction and identify areas for improvement.

4. Staff Management and Development

• Hiring and Training: Recruiting new employees and ensuring current staff receive ongoing training to develop their skills and stay updated on industry trends.
• Performance Management: Regularly reviewing staff performance, providing feedback, and addressing any performance-related issues.
• Scheduling and Staffing: Ensuring the spa is adequately staffed based on guest volume and ensuring that staff schedules align with operational needs.