SPA MANAGER

JOB OVERVIEW

We are seeking a highly skilled, passionate, and experienced Spa Manager to oversee the daily operations of our spa. The Spa Manager will be responsible for maintaining the highest level of customer service, managing staff, driving revenue, and ensuring that every guest enjoys an exceptional and relaxing experience. This role is ideal for an individual with a strong background in spa management, customer relations, and business operations, who is eager to contribute to the growth and success of the business.

DUTIES &  RESPONSIBILITIES OF THE JOB

1. Operations Management:

o Oversee the day-to-day operations of the spa, ensuring smooth service delivery and high customer satisfaction.

o Develop and implement standard operating procedures (SOPs) for spa operations, ensuring consistency and excellence.

o Ensure the spa is maintained to the highest standards of cleanliness, safety, and hygiene.

o Monitor inventory levels for products, equipment, and supplies, and place orders when necessary.

2. Team Leadership and Development:

o Train and supervise spa staff, including therapists and support personnel.

o Develop training programs and ensure ongoing professional development for spa team members.

o Motivate and lead the team to ensure a high level of customer service, client retention, and productivity.

o Schedule shifts and manage staffing levels based on demand and business needs.

3. Customer Service and Guest Relations:

o Ensure that all guests receive exceptional service throughout their spa experience.

o Address guest concerns, complaints, or special requests with professionalism and attention to detail.

o Implement guest feedback and make improvements to enhance overall spa services.

o Create personalized experiences for high-end clientele, fostering strong relationships to encourage repeat visits.

4. Financial Management:

o Manage the spa's budget, including overseeing revenue, expenses, and profits.

o Implement strategies to increase profitability, including promotional offerings, loyalty programs, and upselling services.

o Track and report on financial performance, sales goals, and targets to senior management.

5. Marketing and Brand Promotion:

o Develop and execute marketing strategies to increase awareness and drive foot traffic to the spa.

o Build partnerships with local businesses, influencers, and tourism agencies to attract high-end clientele.

o Promote spa packages, services, and seasonal promotions to increase bookings and revenue.

6. Quality Control and Compliance:

o Maintain compliance with all local regulations, licensing, and health and safety requirements.

o Ensure all spa treatments and services are performed to the highest quality standards and in accordance with industry best practices.

o Regularly conduct quality assurance checks to ensure consistency and excellence in service delivery.

QUALIFICATIONS, EXPERIENCE & SKILLS

(Minimum qualifications required to successfully perform the job) 

Experience, Skills, Qualifications & Training

Qualifications:

• Proven experience as a Spa Manager or in a senior management position within a luxury spa environment.
• Knowledge of spa treatments, beauty therapies, wellness practices, and luxury services.
• Strong leadership and people management skills, with the ability to inspire and develop a team.
• Excellent communication and interpersonal skills to interact with guests, staff, and management.
• Strong financial acumen and experience with budgeting and sales management.
• Proficient in spa management software and other tools to manage bookings, customer relations, and reporting.
• Ability to work flexible hours, including weekends and holidays as required by the business.
• Knowledge of the local market and customer preferences in Kenya is highly desirable.
• Certification or formal training in spa management, wellness, or related fields is a plus.

Personal Attributes:

• Passionate about wellness, luxury service, and customer satisfaction.
• High attention to detail and a proactive approach to problem-solving.
• Strong organizational skills with the ability to multitask and manage multiple priorities.
• Ability to work under pressure while maintaining a calm, professional demeanor.

Benefits:

• Competitive salary based on experience and qualifications.
• Performance-based incentives.
• Health and wellness benefits.
• Opportunities for professional development and training.
• Staff discounts on spa services and products.