Spa Director

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 bra…