JOB TITLE: Spa Operations Manager

JOB REFERENCE: SOP 03/25

REPORTING TO: Head of Spa Operations

HOURS: This is a full-time position with varied shifts (early and late), based on 5 days out of 7, including weekend work

LOCATION: Treetop Spa, The Old Inn

SALARY: To be discussed at interview stage

About the role:

The Spa Operations Manager is responsible for overseeing the daily operations of a spa facility, ensuring that services are delivered to the highest standards of quality, while maintaining excellent customer service, managing staff, and achieving financial targets. They will also be responsible for driving the Membership strategy. The Spa Operations Manager will play a key role in driving the business forward by enhancing client satisfaction, ensuring operational efficiency, and implementing strategies for growth.

Key Responsibilities:

Key Responsibilities:

• Staff Management and Development:
• Recruit and manage training working with HOD’s for spa therapists, receptionists, and other Spa staff.
• Conduct regular performance evaluations, provide feedback, and implement development plans.
• Ensure that staff adhere to spa policies, safety standards, and customer service expectations.
• Customer Service Excellence:
• Ensure that all guests receive a personalized, high-quality spa experience.
• Handle customer inquiries, feedback, and complaints in a professional and efficient manner.
• Develop and implement strategies to exceed customer expectations and drive customer loyalty.
• Operations Management:
• Oversee the daily operations of the spa, ensuring smooth scheduling of appointments, services, and resource allocation.
• Monitor spa inventory, supplies, and equipment to ensure availability and proper maintenance.
• Implement and manage health and safety procedures to ensure a safe environment for both guests and staff.
• Membership Management:
• Oversee Spa Membership Program, managing sign-ups, renewals, and cancellations while ensuring a seamless experience for members.
• Enhance Member Engagement through develop promotions, loyalty programs, and special events to boost retention and satisfaction.
• Handle Member Inquiries by providing top-tier customer service by addressing questions, concerns, and requests efficiently.
• Monitor Membership Metrics, track membership trends, revenue, and feedback to optimize the program and drive growth.
• Financial Management:
• Manage the spa’s budget, track purchases, and identify opportunities to improve cost efficiency.
• Oversee pricing strategies and ensure that services are competitively priced while maintaining profitability.
• Prepare and analyse financial reports, identifying areas for improvement and growth.
• Marketing and Promotion:
• Collaborate with the marketing team to create and implement promotional campaigns, seasonal offerings, and packages to drive spa bookings.
• Build and maintain relationships with local businesses, corporate clients, and regular customers.
• Monitor industry trends and incorporate new services or treatments to keep the spa offerings relevant and appealing.
• Compliance and Standards:
• Ensure that the spa operates in compliance with all health, safety, and industry regulations.
• Maintain a clean, welcoming, and luxurious environment that aligns with brand standards.
• Develop and maintain spa standard operating procedures (SOPs) to ensure consistency and quality.
• Qualifications:
• Proven experience in spa management or hospitality operations (minimum 3-5 years).
• Strong leadership, communication, and interpersonal skills.
• Knowledge of spa treatments, services, and industry best practices.
• Experience with budgeting, financial management, and marketing.
• Ability to multitask, prioritize, and problem-solve in a fast-paced environment.
• Skills & Abilities:
• Exceptional customer service and problem-solving skills.
• Ability to manage a diverse team and foster a positive work culture.
• Excellent organisational and time-management abilities.
• Strong knowledge of health and safety regulations in a spa environment.
• Proficiency in spa management software and all other software.
• Working Conditions:
• Full-time position, including weekends and holidays as required.
• May require flexibility in hours to accommodate spa operations during peak seasons or special events.

The Person:

The successful applicant must:

• Previous managerial/supervisory experience within Galgorm Collection is essential.
• Previous F&B experience.
• Have good knowledge of pool/leisure facilities.
• Demonstrate a very real and sincere passion for delivering outstanding customer service which will include building relationships with guests and Spa members.
• Be an exceptional people manager, demonstrating experience in building, managing, developing, and motivating staff to ensure excellence is achieved consistently every day.
• Be able to demonstrate outstanding communication skills.
• Be an innovator with the ability to think creatively and translate concepts into practical operations.
• Have excellent organisational and administration skills with the ability to prioritise and manage time effectively.
• Have a flexible approach to working shift patterns including early, late, and weekend shifts.

Perks of the job!!

We reserve the right to enhance the criteria to aid shortlisting and, in the event, that we receive large numbers of applications only those that are shortlisted will be contacted.

Please be aware that by applying for this post you are consenting to Galgorm Collection processing the information you have provided for the purposes of Recruitment and Selection for this role. Further details are available in our Job Applicants Privacy Policy available on request from our HR department, please contact hr@galgorm.com

GALGORM COLLECTION ARE EQUAL OPPORTUNITY EMPLOYERS

Job Type: Full-time

Pay: £30,000.00-£40,000.00 per year

Benefits:

• Canteen
• Discounted or free food
• Employee discount
• Free parking
• On-site gym
• On-site parking

Schedule:

• Monday to Friday
• Weekend availability

Work Location: In person

Reference ID: SOP 03/25