Role Summary

The Spa Manager is responsible for leading the overall spa operations, ensuring exceptional guest experiences, strong service standards, and profitable performance. This role manages the spa team, treatment quality, SOP compliance, hygiene standards, inventory, and retail/treatment revenue while maintaining a luxury brand image aligned with a 5-star hotel environment.

Key Responsibilities

Operations & Guest Experience

• Oversee daily spa operations including reservations, therapist scheduling, guest flow and service delivery

• Ensure consistent 5-star guest experience, handling VIP guests and special requests professionally

• Conduct guest consultation standards and ensure personalized treatment recommendations

• Maintain treatment rooms, facilities cleanliness, and luxury presentation standards

Team Leadership & Training

• Lead, coach, train, and motivate spa therapists and spa attendants

• Conduct regular performance reviews, training refreshers and service improvement plans

• Manage manpower planning, roster scheduling and attendance control

Revenue, Retail & Performance

• Drive treatment and retail sales through upselling strategies and package promotions

• Monitor KPIs such as:

  • Treatment utilization

  • Therapist productivity

  • Retail conversion

  • Guest satisfaction score / reviews

  • Revenue vs budget

• Support marketing initiatives, partnerships and wellness promotions

SOP, Compliance & Quality Control

• Ensure compliance with hygiene, health & safety regulations (hotel SOPs)

• Manage audits, service standards and quality assurance checks

• Maintain accurate documentation, incident reports and guest feedback logs

Inventory & Administration

• Manage inventory for spa products, linens, amenities, and retail stock

• Control cost, manage stock ordering and prevent shrinkage/wastage

• Prepare monthly reporting: revenue, KPI performance, staff productivity and guest feedback insights

Requirements

• Minimum 5–10 years spa experience, with at least 2–3 years in a Spa Manager / Assistant Spa Manager role

• Strong preference for candidates from 5-star hotels / luxury resorts

• Experience in pre-opening spa setup is an added advantage

• Strong knowledge in:

  • Massage & facial treatment standards

  • Retail & treatment upselling

  • Luxury service etiquette

  • Hygiene and safety compliance

• Excellent communication skills in English (additional languages are an advantage)

• Strong leadership, organization and guest-centric mindset

• Able to work on shifts, weekends and public holidays

Preferred Skills / Systems

• Familiarity with hotel spa systems: OPERA / POS / online booking platforms

• Strong reporting and admin capability (Excel, scheduling, KPI tracking)