Spa Director

Job Summary

The Spa & Wellness Director leads the spa and wellness business, overseeing guest experience, financial performance, team culture, and brand standards across all facilities. The role drives high-performing operations through strong service design, clear standards, quality assurance, and revenue growth across treatments, retail, partnerships, and yield management.

With a strong pre-opening focus, the Director leads readiness planning, including SOPs, systems, recruitment, training, and soft-opening execution. Working with Owners, Project/Facilities, Hotel Operations, Sales & Marketing, and HR, the role tracks milestones, manages risks, and ensures regulatory, safety, and brand requirements are met for an on-time, on-budget, guest-ready opening.

Job Responsibilities

Operations & Guest Experience

• Set the overall operating vision for the spa and wellness areas, delivering consistently high standards of professionalism, efficiency, and genuine care.
• Oversee daily outlet operations, facility presentation, and end‑to‑end service quality across all spa and wellness venues.
• Maintain a calm, refined atmosphere supported by exceptional hygiene and a zero‑compromise approach to safety.
• Be present and actively involved during peak periods to keep service flow smooth and standards consistent.
• Own guest feedback and service recovery, strengthening satisfaction and loyalty through responsive follow‑up and effective stakeholder engagement.
• Build and test pre‑opening operating flows—guest journey, reservations, consultations, treatment delivery, and post‑treatment care—to support a seamless launch.
• Set service rituals, performance standards, and QA controls (treatment audits, walkthroughs, and checks) and embed them across every outlet.
• Run pre‑opening readiness checks and ramp‑up plans with Engineering and Housekeeping to confirm treatment rooms, wet areas, and back‑of‑house are guest‑ready.

Financial & Commercial Management

• Own the annual budget cycle and day‑to‑day budget stewardship, with full responsibility for departmental P&L results.
• Keep departmental costs tightly managed and within agreed spend parameters.
• Introduce process and productivity improvements that lift efficiency, grow revenue, and enhance profitability.
• Accelerate treatment, retail, and programme performance via smart pricing, targeted promotions, and disciplined product strategy.
• Create the pre‑opening business plan, revenue projections, and ramp‑up approach (soft opening, launch offers, and yield levers) to deliver opening and year‑one targets.
• Shape the treatment menu and retail range (supplier terms, margins, and replenishment logic) to maximise returns and ensure stock readiness from opening day.

Sales, Marketing & Brand Representation

• Act as the spa’s ambassador for sales initiatives, marketing activity, and promotional events as needed.
• Strengthen market presence by nurturing long‑term relationships with existing and potential guests.
• Keep facilities, wellness programming, and retail merchandising visually strong and aligned to commercial priorities.
• Partner with Hotel Operations and Sales & Marketing to synchronise campaigns, offers, and guest‑facing initiatives.
• Manage pre‑opening marketing outputs—collateral, menu copy, photo/video production, digital assets, and PR narratives—so launch communications reflect the brand.
• Create and deliver partnership plans, including membership and wellness programme propositions.

People Leadership & Associate Relations

• In partnership with HR, lead hiring and onboarding for supervisors and associates, and support their ongoing development.
• Develop a high‑performing team through clear expectations, structured coaching, capability building, and consistent performance management.
• Uphold impeccable grooming and uniform standards, ensuring every interaction reflects a polished, luxury guest experience.
• Manage workforce planning, rosters, and leave schedules to maintain appropriate coverage at all times.
• Handle misconduct and underperformance promptly and impartially, following company policies and procedures.
• Prepare the pre‑opening staffing model (org chart, role profiles, recruitment milestones, and onboarding waves) to ensure full coverage at opening and through ramp‑up.
• Put in place leadership rhythms and communication routines (briefings, QA reviews, and service huddles) that reinforce a high‑performance, wellness‑led culture.

Training & Talent Development

• Confirm all new associates complete required hotel and spa/wellness orientation before starting operational duties.
• Together with the Spa & Wellness Training Manager, refresh training content regularly to reflect changing guest expectations, techniques, and industry best practice.
• Select, coach, and progress associates against role competencies and defined service standards.
• Develop a pre‑opening training plan together with Spa & Wellness Training Manager, covering product knowledge, protocols, retail selling, consultation, and hygiene, with assessments/certification before live guest service.
• Conduct soft‑opening rehearsals and scenario drills (including emergencies) to confirm timing, readiness, and service consistency ahead of the official opening

Administration& Reporting

• Deliver complete and accurate operational, financial, and administrative reporting within required timelines and company standards.
• Align rosters and stock controls to trading patterns to meet service needs without waste.
• Monitor consumables and operating supplies to ensure optimal par levels and uninterrupted service delivery.
• Implement and oversee spa systems and controls (POS/booking, daily revenue reporting, commission logic, and cash/stock governance) to support opening readiness and ongoing compliance.
• Maintain current SOPs, templates, and checklists (opening/closing, hygiene, linen flow, maintenance and incident logs) in line with brand and regulatory requirements.

Projects& Pre‑Opening Support

• Support spa and wellness builds, upgrades, and renovations, ensuring designs translate into brand‑compliant and operationally practical outcomes.
• Work with owners, partners, and hotel teams to obtain required licences, permits, and regulatory clearances.
• Assist with deployment logistics such as visas, work permits, and local hiring support where relevant.
• Coordinate across project, procurement, and marketing stakeholders to deliver smooth openings, transitions, and handovers.
• Manage opening procurement and supplier onboarding for equipment, consumables, amenities, and uniforms, including commissioning, PM requirements, and warranty documentation.
• Maintain the spa readiness tracker covering people, products, facilities, systems, and standards, and drive closure of all pre‑opening actions by agreed deadlines.
• Arrange commissioning, testing, and any required certifications for equipment, ensuring safe operation, PM plans, and spare‑parts readiness.
• Lead the handover from Project/Facilities to Operations, securing and filing warranties, manuals, as‑built documentation, and maintenance schedules.
• Complete documentation, training, and sign‑off for SOPs, treatment protocols, risk assessments, and hygiene controls before soft opening.
• Track and mitigate critical‑path risks (constraints and dependencies) and prepare contingencies for staffing shortfalls, supplier delays, or incomplete works.
• Manage soft‑opening feedback and early‑operations defect resolution, coordinating snag lists and follow‑through with contractors and vendors.

General Responsibilities

• Adapt operations proactively in response to evolving business, market, and industry conditions.
• Uphold company policies, ethical standards, and professional conduct at all times.
• Safeguard and enhance the company’s reputation, brand equity, and commercial interests.
• Undertake additional responsibilities as assigned, aligned with role objectives.
• Champion continuous‑improvement initiatives and special projects (new treatment launches, seasonal activations, and process optimisation) from concept through execution and post‑implementation review.

Performance Evaluation Criteria

• Overall financial and commercial performance of the spa
• Quality and consistency of treatments, facilities, and hygiene standards
• Guest satisfaction outcomes, feedback scores, Forbes assessments, and mystery‑shopper results
• Associate engagement, capability development, and retention
• Effectiveness of administration, reporting, and cross‑functional collaboration

Job Requirements

Education and Certification

• Diploma or degree in Hospitality Management, Business Administration, Wellness, or Spa Management
• Professional spa or wellness certifications (e.g., CIDESCO, CIBTAC, ITEC, or equivalent)

Experience

• Minimum 6 years of progressive leadership experience within luxury spa and wellness operations
• Minimum 3 years in a senior supervisory or leadership capacity (Spa Manager, Assistant Spa Director, or Spa Director), with demonstrated capability in coaching and talent development
• Demonstrated track record in financial management, including budgeting, cost control, and full profit and loss accountability
• Commercial acumen across sales strategy, marketing initiatives, retail performance, and guest‑experience optimisation
• Pre‑opening and project‑management experience is considered a strong advantage

Other Prerequisites

• Highly developed leadership, communication, and stakeholder‑management skills, with the ability to partner effectively across Hotel Operations, Sales & Marketing, and Human Resources
• Strong service ethos with advanced expertise in guest relations, complaint resolution, and effective service recovery
• Analytical and detail‑oriented, with confidence in managing KPIs, workforce planning, inventory controls, and operational reporting
• Consistently demonstrates professional presence and composure, sustaining a tranquil, refined, and wellness‑focused environment
• Operational flexibility to work weekends, public holidays, and rotating shifts, as required by business needs