Role OverviewThe Spa Manager is responsible for the overall leadership and performance of the spa. This role combines operational excellence, people leadership, guest experience management, and strong commercial acumen. The successful candidate will act as both a strategic leader and hands-on operator, ensuring the spa runs efficiently while consistently exceeding guest expectations.Key Responsibilities1. Operations & Service Excellence· Oversee day-to-day spa operations, ensuring smooth scheduling, optimal room utilization, and efficient therapist deployment.· Develop, implement, and continuously improve Standard Operating Procedures (SOPs) for all treatments and guest touchpoints.· Ensure full compliance with hygiene, sanitation, and safety standards, particularly for nail care, facial equipment, and treatment rooms.· Monitor service quality through regular checks, guest feedback, and mystery audits.2. Team Leadership & People Management· Lead, inspire, and manage a multicultural team of international therapists and local support staff.· Foster a respectful, inclusive, and high-performance work culture.· Manage recruitment, onboarding, training, performance appraisals, and disciplinary processes.· Conduct regular skills training and service refreshers to uphold luxury standards and brand consistency.3. Guest Experience & Reputation Management· Ensure every guest enjoys a seamless, personalised, and memorable journey from booking to departure.· Proactively manage guest feedback, complaints, and service recovery with professionalism and discretion.· Maintain a minimum 4.8-star rating across Google and relevant social media platforms.· Develop and implement client retention initiatives, including loyalty programmes, memberships, and personalised follow-ups.4. Sales, Marketing & Brand Development· Act as a brand ambassador for Spa within the Glenmarie community and beyond.· Design and execute promotions, seasonal packages, memberships, and corporate partnerships.· Oversee the spa's digital presence, including Google Business Profile and social media channels.· Ensure consistent brand tone, visual identity, and messaging across all marketing touchpoints.5. Inventory, Procurement & Controls· Manage inventory of all spa products, consumables, and retail items.· Negotiate with suppliers to achieve cost efficiencies while maintaining premium quality.· Implement robust controls to minimise wastage, theft, and misuse.6. Financial & Commercial Performance· Own and manage the spa's Profit & Loss (P&L) performance.· Drive revenue growth through pricing strategy, menu engineering, retail sales, and membership programmes.· Monitor and control operating costs, including labour, consumables, and overheads.· Prepare weekly and monthly performance reports with clear insights and recommendations for improvement.Qualifications & Experience· Bachelor's Degree in Hospitality Management, Business Administration, Wellness Management, or a related field (preferred).· Professional certification in Spa Management, Aesthetics, or Wellness Therapy is an advantage.· Minimum 5-7 years of managerial experience in a spa, wellness, hospitality, or luxury service environment.· Strong understanding of spa treatments, wellness concepts, and luxury service standards.· Proven leadership, communication, and problem-solving skills.· Strong commercial and financial acumen.· Excellent command of English and Bahasa Malaysia.· Willingness to work weekends and public holidays as required.What We Offer· Newly renovated luxury spa facility· Competitive salary and benefits package· Clear career progression and leadership development opportunities· Supportive, professional, and growth-oriented working environmentBenefits· Free parking· Gym membership· Staff discounts· Health insuranceOpportunities for promotion and professional development
