Spa and Wellness Manager

We are seeking an experienced and dynamic Spa Manager to oversee all aspects of a premium wellness and recovery facility in West London as a sub section of a larger offering. This role offers the opportunity to manage the spa’s operations, deliver exceptional member experiences, and maintain the highest standards of service and facilities. The Spa Manager will lead a talented team of therapists and recovery specialists, ensuring a seamless and luxury experience for all members and guests.

In addition to operational leadership, the successful candidate will be required to deliver a minimum of 10 hours per week of treatments. This hands-on approach will allow the Spa Manager to directly contribute to service excellence while also providing leadership to the team. A strong passion for wellness, exceptional customer service, and team development is essential to succeed in this role.

The Role...

● Salary: £52,500

● Working Hours: 40 hours p/w (minimum)

● Leave: 28 Days per annum. (incl. Bank Holidays)

Reporting to: The CEO

Responsibilities:

Team Management & Recruitment

• Lead, manage, and inspire a team of therapists and recovery specialists, ensuring exceptional service delivery.
• Oversee therapist recruitment, onboarding, and induction processes, ensuring new hires are well-prepared to meet the facility’s high standards.
• Create and manage staff rotas, ensuring optimal coverage for treatments and peak hours.
• Conduct regular training sessions and workshops to update staff on new treatments, wellness practices, and operational standards.
• Monitor and evaluate staff performance, conducting regular reviews and providing constructive feedback.

Treatment & Service Operations:

• Directly deliver treatments to clients, ensuring they receive high-quality services that meet brand standards. This includes providing a minimum of 10 hours of treatments per week.
• Ensure treatment rooms are well-maintained, clean, and stocked to brand standards, providing a premium experience for all clients.
• Manage and maintain Cold Plunge, Sauna and other recovery facilities, ensuring operational checks, safety protocols, and chemical treatments are up to standard.
• Ensure all treatments are delivered in accordance with the wellness facility’s protocols, maintaining consistency and quality.
• Oversee client bookings, managing the scheduling system to ensure smooth and efficient operation.
• Ensure client intake forms are completed, securely stored, and updated as needed.

Customer Experience & Service Excellence:

• Act as the primary point of contact for client queries, feedback, and concerns, ensuring all issues are addressed promptly and professionally.
• Maintain a visible presence on the floor, interacting with clients to ensure an exceptional and personalised experience.
• Resolve any customer service issues quickly and professionally, ensuring member satisfaction.
• Collaborate with other teams, such as wellness and F&B, to enhance the overall guest experience, such as offering post-treatment refreshments and cross-service recommendations.

Operational & Facility Management:

• Manage spa linen inventory, ensuring an adequate supply and that all linen is laundered to brand standards.
• Oversee the ordering and stocking of treatment products, tools, and equipment, ensuring they are always available for daily operations.
• Conduct daily facility inspections, ensuring health, safety, and hygiene standards are consistently met.
• Maintain detailed operational records, including treatment room logs, maintenance checks, and therapist schedules.

Financial & Administrative Duties:

• Work with management to set and monitor spa revenue targets and KPIs, ensuring consistent growth.
• Track treatment sales, retail sales, and therapist productivity, using insights to improve performance and efficiency.
• Prepare and present operational and financial reports to senior management, offering actionable insights to enhance operations.
• Control costs through effective stock management, rota planning, and supplier negotiations.

The Person:

• Minimum 3 years’ experience in a spa, wellness, or hospitality management role.
• Strong leadership and team management skills with the ability to motivate and develop a team of professionals.
• Hands-on experience in delivering treatments, with a strong commitment to providing the highest quality service (minimum of 10 hours per week).
• Excellent organisational and time-management skills to handle the operational needs of the spa while maintaining personal treatment responsibilities.
• Strong knowledge of spa treatments, wellness practices, and health & safety regulations in wellness and spa settings.
• Proficiency in spa booking systems and MS Office/Google Workspace.
• Qualification in massage therapy or a wellness-related discipline.
• Experience in managing contrast therapy facilities.
• Experience working within luxury wellness environments or high-end spas.

Personal Attributes:

• Passionate about wellness and delivering exceptional guest service.
• A hands-on leader who leads by example and is actively involved in service delivery.
• Calm under pressure with strong problem-solving abilities.
• Detail-oriented and committed to operational excellence.
• Adaptable and flexible to meet the needs of a growing and dynamic business.

Your recruiter for this role is Heloise Nangle, Co-Founder at Jobs In. Fitness, and can be contacted simply by applying for this role below. Jobs In. Fitness are a fitness recruitment agency, specialising in hundreds of fitness jobs in the UK like these. If you are keen to be considered please ‘apply now’. Please note that only applicants matching the strict criteria above will be contacted as part of the recruitment process.