Spa Manager

About the role

We are seeking an experienced and hands-on Spa Manager to oversee the day-to-day operations of our upscale beauty spa, ensuring a consistently high standard of customer service, treatment quality and team performance.

The ideal candidate is a confident people manager who enjoys working in a fast-paced service environment, is highly organised, customer-focused and able to lead a team to deliver an exceptional experience for every guest.

You will be responsible for managing the daily operations of the spa, leading and developing the team, maintaining service standards, resolving customer issues and ensuring the spa operates efficiently and professionally.

Key responsibilities

• Oversee the day-to-day operations of the spa, ensuring smooth and efficient running of all activities
• Lead, manage and motivate the spa team, including therapists and customer service staff
• Manage staff scheduling, attendance, performance and day-to-day operational requirements
• Ensure consistently high standards of customer service and customer experience
• Handle customer feedback, complaints and service recovery professionally and effectively
• Monitor treatment and service quality and ensure company standards and procedures are consistently followed
• Train, coach and develop staff to improve their service, product knowledge, communication and overall performance
• Conduct regular team briefings and provide ongoing feedback and support to staff
• Monitor operational KPIs and identify areas for improvement
• Ensure the spa environment, facilities and service areas are maintained to a high standard
• Oversee customer bookings, follow-ups, administrative processes and other operational matters
• Ensure the team provides appropriate recommendations to customers based on their needs and treatment requirements
• Support the team in achieving spa revenue and customer retention targets, while maintaining a strong focus on customer satisfaction
• Analyse customer feedback, operational performance and team results to identify opportunities for improvement
• Ensure staff are knowledgeable about the spa's treatments, services and products
• Lead by example in delivering a professional, welcoming and personalised customer experience
• Perform facial/spa treatments when required and support the team during busy periods
• Assist with recruitment, onboarding and training of new team members when required
• Ensure compliance with company SOPs, policies and service standards
• Handle other operational and management duties as required

Requirements

• Previous experience managing a spa, beauty salon, wellness centre, hospitality operation or similar customer-facing business
• Strong experience in people management and team leadership
• Excellent customer service and communication skills
• Confident handling customer complaints and resolving difficult situations
• Highly organized, responsible and able to manage multiple priorities
• Strong ability to coach, motivate and develop team members
• Proactive, hands-on and comfortable taking ownership of day-to-day operations
• Strong problem-solving and decision-making skills
• Commercial awareness and understanding of KPIs and business performance
• Beauty, wellness or hospitality experience will be highly regarded
• Previous experience in sales is an advantage, but this is primarily an operations, customer service and people management role