Job Description

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