Job Summary
The Spa & Wellness Training Manager will take full responsibility for developing the education curriculum for qualified spa therapists. This includes technical training, guest journey, treatment touch points and service standards within Spa & Wellness operations. The role includes designing training plans and course material and delivering hands-on training.
Job Responsibilities
Operations & Guest Experience
- Act as a brand guardian for Spa & Wellness standards, ensuring treatment delivery, consultation, and guest journey are consistent with brand positioning and service philosophy.
- Sustain an active floor presence to observe service delivery, provide in-the-moment coaching, and reinforce standards through ongoing feedback and recognition.
- Have full working knowledge of all treatments and services, with capability to supervise, correct and demonstrate technical tasks to associates as per set standards.
- Demonstrate hands-on expertise with longevity and wellness equipment, including safe set-up, contraindications, treatment parameters, and troubleshooting, to protect guest safety and ensure consistent results.
- Work with Spa & Wellness leadership to align treatment sequencing, room set-up, amenities, and wellness-journey touchpoints, delivering consistent execution across shifts and therapist levels.
- Analyze guest comments and service recovery cases with Spa & Wellness leadership to identify root causes and implement targeted coaching to prevent recurrence and elevate the guest experience.
Financial & Commercial Management
- Align training initiatives with commercial priorities (retail conversion, add-on penetration, program uptake) with the Spa & Wellness Director, and track impact through KPI movement.
- Drive revenue opportunities by training teams in consultative selling, treatment upgrades, and equipment utilization, ensuring confident and ethical positioning of offerings.
- Strengthen retail performance by keeping product knowledge accurate, ensuring launch readiness, and standardizing merchandising talking points and aftercare prescriptions in line with brand guidelines.
- Promote cost discipline and sustainability by training on correct product dosing, linen usage, equipment care, and wastage reduction without compromising the guest experience.
- Coach teams on productivity drivers (treatment timing, room turnover standards, consultation flow) to improve efficiency while protecting quality and personalization.
- Conduct regular compliance and standards audits (treatment quality/sequence checks, hygiene and safety, product/equipment handling, consultation documentation, and guest journey touchpoints), then report findings and drive corrective actions.
- Verify that therapist competencies meet brand standards and regulatory requirements (health & safety, chemical handling where applicable, and equipment safety).
Sales, Marketing & Brand Representation
- Plan and deliver brand and product-house training (new product launches and protocol updates), coordinating with external partners and internal stakeholders to build the annual training calendar.
- Deliver retail training for therapists and receptionists, strengthening product knowledge, benefits education, and ingredient storytelling.
- Prepare the team for marketing and seasonal campaign rollouts through updated service scripts, treatment storytelling, and brand messaging to support confident guest communication.
- Build upsell and cross-sell playbooks with Spa & Wellness leadership for add-ons, wellness programs, memberships (if applicable), and equipment-based services, keeping recommendations aligned to guest needs and ethical selling.
- Equip the team to explain brand differentiators, wellness philosophy, and longevity concepts in guest-friendly language, tailoring communication to different guest profiles and cultures.
- Partner with Marketing to refine digital and on-property storytelling (treatment descriptions, key messages, FAQs), ensuring wellness claims are accurate and guest guidance remains within brand parameters.
Training & Talent Development
- Develop the education curriculum and training materials aligned to the Spa & Wellness concept, menu of services, and business goals.
- Organize and deliver training programs for therapists, spa receptionists, and butlers based on the Spa & Wellness concept and menu.
- Develop group and individual learning courses as per skills gap analysis.
- Design competency frameworks by role (therapist, senior therapist, receptionist, attendant) with clear learning pathways, assessment criteria, and progression requirements.
- Use KPI trends, guest feedback, audit results, and on-floor observation to assess training needs, then convert insights into quarterly training plans with measurable learning outcomes.
- Build compliance into training for wellness/longevity equipment and modalities, covering contraindications, informed-consent practices, and clear guest instructions.
- Standardize guest consultations through training on needs analysis, contraindication screening, treatment recommendations, and personalized wellness/longevity programming aligned to brand standards.
- Embed service recovery standards through training on escalation paths, guest communication, and documentation to protect the brand and improve outcomes.
Projects & Pre-opening Support
- Drive pre-opening readiness by building opening training plans, onboarding schedules, and competency assessments for therapists, receptionists, and spa attendants.
- Introduce new treatment launches through menu and protocol familiarization, covering scripting, consultation flow, room set-up standards, and timing benchmarks.
- Manage vendor and product-house training during pre-opening and relaunch periods, including equipment commissioning, safety training, and completion of operational handover documentation.
- Contribute to SOP development and lead dry runs/service simulations to validate the end-to-end guest journey, surfacing operational and training gaps before opening.
- Deliver special projects such as quality improvement initiatives, new wellness programming, certification rollouts, and cross-property brand standardization (where applicable).
Job Requirement
Education & Professional Credentials
- Diploma or Degree in Hospitality Management, Wellness/Spa Management, or a related field preferred.
- Professional spa/wellness certification(s) (e.g., CIDESCO, CIBTAC, ITEC, or equivalent).
Experience
- Minimum 6 years of progressive experience in spa/wellness operations within luxury hospitality.
- Minimum 3 years in a leadership role (Spa Training Manager/Assistant Spa Manager) with proven people-management and coaching experience.
- Experience in retail/product sales, and guest experience management.
- Pre-opening/project experience is advantageous.
- Experience designing competency-based training programs, conducting skills assessments, and facilitating hands-on technical training in a live operation.
- Exposure to wellness/longevity modalities and equipment-based services (e.g., recovery, body composition, cryo/thermal experiences, light therapy, or similar).
