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Spa Manager job description

Job Title: Spa Manager

Department: Spa

Location: Overseas

Travel Factors: Six months overseas

Reports to: Front of House Manager

Direct Reports: Beauty Therapists

Job Role Summary

Manage the day-to-day smooth operation of the spa whilst driving treatment and retail sales to reach and where possible exceed financial targets and ensure 85% customer satisfaction and an enjoyable spa experience.

Key Responsibilities and Tasks


• Management, development and motivation of staff.

• Set and monitor objectives for all staff, carry out formal appraisals and constant feedback for all direct reports.

• Regularly communicate the seasonal and weekly objectives and targets with the spa team so the goals of the business are achieved.

• Develop positive working relationships with all team members and encourage teamwork.

• Develop and maintain a good working relationship with all management, team and all other employees.


• Take an active supervisory role, leading the way by performing treatments and presenting yourself to both staff and guests in full Neilson uniform. Actively assisting staff and customers giving advice and support in welcome meetings, workshops and events.

• Personally carry out treatments and services to a high standard as set during training.

• Seek direct feedback from customers and staff at all times and use constructively to improve service initiatives, providing the best possible customer service and support.

• Continual monitoring of service provided by staff. Formulate action plans to prevent and resolve problem areas ensuring continual improvement of service initiatives. Monitoring treatment standards and performing on going training when required.

• Ensure that all agreed targets regarding Key Performance Indicators are achieved, CSQ,

PPPN, Income and Retail.

• Effectively drive treatment delivery to meet and when possible exceed targets for therapist utilization, repeat bookings, and treatments performed.

• Ensure all spa and beauty bookings are made in the most effective and productive manner, maximising treatment opportunities.

• Ensure that the spa and other beauty outlets are presented in excellent visual presentation.

• To take total control for all Health & Safety within the spa, ensuring that appropriate documentation is kept.

• Display excellent customer service and awareness at all times.

• Demonstrate an excellent, overall knowledge of Neilson products to advise our guests.

• Ensure all standard operating procedures as detailed in the manual are followed at all times.


• Monitor and control budgets and expenditure within the spa, assisting finance admin with the accurate and timely financial accounting.

• Manage stocks, carry out stock takes and manage orders so that they remain at or below budgetary requirements.

• Monitor and account for the handling and security of Retail and Professional stock distributed or received.

• Monitor and record any wastage or breakages inline with company procedures.

• Ensure financial paperwork is processed both timely and accurately.

• Ensure pricing policies, promotions and discounts implemented are followed to ensure standardisation where possible across the spa operation.


• Actively report to line manger and spa operations manager on a regular basis, delivering key issues and any operational issues or concerns and ideas for improvement.

• Ensure the correct use of the spa POS system.

These are the main accountabilities, however you will be required to carry out other duties which help with the smooth running of overseas operations as designated by your Manager.

Leadership, Management, Personal Skills or Qualities

Essential: Strong leadership and personal presence, able to demonstrate focus, energy and tenacity in the pursuit of results. Self-motivated and able to motivate, influence and inspire others.

Desirable: Experience of managing a similar size spa operation

Technical Skills or Knowledge

Essential: Proficient user of Microsoft Office and Excel.

Desirable: Temple Spa product training and previous training experience.

Experience and Track Record

Essential: Previous professional experience in managing a spa operation, staff management, achieving targets, maximizing revenue & budget control.

Desirable: Previous overseas experience.

Qualifications, Training, Professional Memberships, or Accreditations

Essential: Educated to GCSE standard.

Professional qualification in Beauty Therapy e.g. NVQ Levels 3, diploma, CISSCO or equivalent.

Desirable: Temple Spa training