Spa Manager

SPA MANAGER **Department:** Operations **Reports To:** Area Manager / Operations Manager **Location:** UAE Job Purpose The Spa Manager is responsible for overseeing the day-to-day operations of the spa, ensuring an exceptional guest experience, achieving revenue and operational targets, and maintaining the highest standards of service, hygiene, team performance, and brand presentation. The role requires a strong people leader with excellent commercial awareness who can motivate the team, maximise sales opportunities, maintain operational efficiency, and create a welcoming and luxurious experience for every guest. Key ResponsibilitiesOperations Management * Manage the overall daily operations of the spa and ensure smooth and efficient service delivery. * Ensure the spa is adequately staffed and operationally prepared throughout business hours. * Monitor appointment bookings, therapist utilisation, service productivity, and guest flow. * Ensure treatment rooms, reception areas, equipment, facilities, and common areas are maintained according to brand standards. * Coordinate with other departments to address maintenance, IT, inventory, staffing, and operational requirements. * Ensure compliance with company policies, SOPs, local regulations, health and safety requirements, and hygiene standards. Guest Experience * Ensure every guest receives a consistently high level of personalised service. * Handle guest concerns, feedback, and complaints professionally and resolve issues promptly. * Build strong relationships with regular and VIP guests to encourage loyalty and repeat business. * Monitor guest feedback and implement improvements to continuously enhance the overall spa experience. Sales & Business Performance * Achieve monthly revenue, retail, membership, package, and other commercial targets. * Drive service upgrades, cross-selling, retail sales, packages, memberships, and promotional activities. * Monitor daily, weekly, and monthly sales performance and identify opportunities to improve revenue. * Analyse key performance indicators including average spend, therapist productivity, utilisation, retention, rebooking, and conversion. * Work closely with Operations and Marketing teams to support campaigns, promotions, events, and business development initiatives. Team Leadership & Development * Lead, motivate, coach, and develop spa therapists, receptionists, and support team members. * Conduct regular team briefings, one-to-one discussions, performance reviews, and coaching sessions. * Set clear individual and team performance expectations aligned with business objectives. * Support recruitment, onboarding, training, and performance management of spa employees. * Identify skills gaps and coordinate required technical, service, sales, and customer experience training. * Promote a positive, professional, collaborative, and performance-driven working environment. Staff Scheduling & Productivity * Prepare and manage staff schedules according to business requirements. * Monitor attendance, punctuality, leave, overtime, and workforce utilisation. * Ensure appropriate manpower coverage during peak periods, weekends, holidays, and promotional activities. * Review individual therapist productivity and implement action plans where improvement is required. Inventory & Cost Control * Monitor professional products, retail products, consumables, linen, and operating supplies. * Ensure stock levels are maintained while minimising wastage, damages, and unnecessary costs. * Conduct or oversee regular inventory checks and ensure accurate stock movements. * Monitor product consumption against services performed and investigate discrepancies. * Support cost-control initiatives while maintaining service quality. Standards, Hygiene & Compliance * Ensure strict compliance with spa hygiene, sanitation, grooming, and safety standards. * Conduct regular operational inspections and ensure corrective actions are completed. * Ensure therapists follow treatment protocols, consultation procedures, contraindication checks, and documentation requirements. * Maintain confidentiality of guest information and ensure proper handling of records. Reporting * Prepare daily, weekly, and monthly operational and performance reports. * Monitor revenue, target achievement, guest feedback, staff productivity, retail performance, and other relevant KPIs. * Provide management with insights, challenges, and recommendations to improve spa performance. Qualifications & Experience * Bachelor's degree or diploma in Hospitality Management, Business Administration, Beauty, Wellness, or a related field is preferred. * Minimum **3–5 years of experience in spa, beauty, wellness, hospitality, or luxury service operations**, with at least **2 years in a supervisory or managerial role**. * Previous experience managing a high-volume or premium/luxury spa environment is highly preferred. * Strong knowledge of spa operations, customer service, sal