Spa & Wellness Manager

Responsibilities

• Provide inspirational leadership for The Spa, nurturing its growth as a leading wellness destination while balancing commercial performance, operational excellence and exceptional guest experiences.
• Ensure the vision, values, standards and operating procedures of The Spa are consistently upheld across all areas of the business.
• Develop and enhance the wellness offering through innovative retreats, programmes and experiences that enhances guest engagement and supports sustainable growth for the business.
• Develop a positive and inclusive team culture where every team member feels valued, supported, empowered and connected to the purpose of The Spa.
• Build and maintain a collaborative working relationship with the Hotel General Manager and wider hotel leadership team.
• Ensure all team members receive a comprehensive induction and ongoing development in wellness, service excellence, guest care and retail awareness.
• Lead by example in delivering warm, professional and personalised guest care throughout the wellness journey.
• Keep the Hotel General Manager fully informed of any matters that may influence the ongoing success, reputation or operation of The Spa.
• The Guest Experience
• Ensure every guest who visits The Spa enjoys a meaningful and memorable wellness journey that inspires repeat visits and personal recommendation.
• This experience should focus on:
• Recognising each guest as an individual with unique needs.
• Delivering warm, authentic, professional and intuitive service.
• Creating restorative, results-driven wellness experiences, therapies and activities that reflect the spirit and ethos of The Spa.
• Maintaining an atmosphere of calm, comfort and connection throughout all guest areas.
• Providing exceptional value through thoughtful experiences, expert guidance and personalised recommendations.
• Continuously reviewing and enhancing wellness programmes, therapies, rituals and experiences to maintain innovation, guest satisfaction and commercial success.
• General
• Successfully guide The Spa through its pre-opening phase into a thriving operation, maintaining close communication with the Hotel General Manager, consultants and suppliers.
• Embrace additional responsibilities that may arise as the business evolves, supporting the overall success of The Spa and the wider hotel.
• Daily Operations
• Ensure all operational policies, procedures and standards are implemented and consistently maintained.
• Maintain a visible presence throughout The Spa, acting as a supportive leader for both guests and team members.
• Conduct regular team meetings, encouraging communication, collaboration and continuous improvement.
• Monitor facility usage and guest flow to maximise enjoyment, wellbeing and revenue opportunities whilst maintaining a comfortable and uncrowded environment.
• Develop and oversee a creative programme of wellness experiences, seasonal activities and wellbeing initiatives that enrich the guest journey.
• Regularly review maintenance, cleanliness, presentation, safety and security standards, ensuring any issues are addressed promptly.
• Ensure all guest enquiries, feedback and complaints are handled professionally, positively and with genuine care.
• Oversee purchasing and stock management to ensure the smooth operation of The Spa, balancing availability, sustainability and cost control.
• Any expenditure is to be in line with agreed procedures.
• Ensure all cash handling, petty cash and financial control procedures are followed accurately.
• Act as an ambassador for The Spa within the hotel, building positive relationships across all departments.
• Champion sustainability initiatives, encouraging environmentally responsible practices, reducing waste and supporting the hotel's environmental objectives.
• Team Leadership & Development
• Ensure the The Spa team has the resources, knowledge and support required to deliver exceptional wellness experiences.
• Create a culture of learning through effective induction, ongoing training, coaching and professional development opportunities.
• Inspire and motivate the team to embody the values of The Spa through outstanding guest care, professionalism and commercial awareness.
• Encourage a proactive approach to service, anticipating guest needs and creating meaningful moments throughout the wellness journey.
• Ensure all team members consistently demonstrate professional conduct, presentation and adherence to company standards.
• Conduct regular performance reviews, setting clear objectives and supporting individual development plans.
• Participate in recruitment, interviewing and practical assessments where appropriate.
• Manage employee relations matters fairly and professionally in line with company policies and HR procedures.
• Commercial & Financial Performance
• Manage staffing levels and rota planning effectively to balance guest experience, team wellbeing and financial performance.
• Monitor bookings, occupancy levels, cancellations, waitlists, treatment performance, retail sales and guest tr

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