SPA MANAGER

Job Summary

Lead and manage daily spa operations to deliver exceptional customer experiences. Drive team performance through coaching, quality control, and operational oversight while supporting revenue and retention goals.

Responsibilities

• Oversee daily spa operations to ensure efficient workflow and service delivery
• Lead, motivate, and manage therapists and customer service staff to achieve high performance
• Schedule staff shifts, monitor attendance, and manage operational requirements to maintain smooth operations
• Deliver and uphold consistently high standards of customer service and experience
• Professionally handle customer feedback, complaints, and service recovery to maintain satisfaction
• Monitor treatment and service quality, ensuring adherence to company standards and procedures
• Train and coach staff to enhance service skills, product knowledge, communication, and overall performance
• Conduct regular team briefings and provide ongoing feedback and support to improve team effectiveness
• Analyze operational KPIs to identify and implement areas for improvement
• Maintain spa environment, facilities, and service areas to high cleanliness and safety standards
• Manage customer bookings, follow-ups, and administrative tasks to optimize operational efficiency
• Guide staff to provide tailored recommendations based on customer needs and treatment requirements
• Support the team in achieving spa revenue and customer retention targets with a focus on customer satisfaction
• Analyze customer feedback and team performance data to identify improvement opportunities
• Ensure staff maintain comprehensive knowledge of spa treatments, services, and products
• Model professional, welcoming, and personalized customer service standards
• Perform facial and spa treatments as needed to support the team during peak periods
• Assist with recruitment, onboarding, and training of new team members to build a strong workforce
• Ensure compliance with company SOPs, policies, and service standards to maintain quality and safety
• Execute additional operational and management duties as required

Required competencies and certifications

• Previous experience managing a spa, beauty salon, wellness centre, hospitality operation, or similar customer-facing business
• Proven skills in people management and team leadership to drive staff performance
• Excellent customer service and communication skills for effective client engagement
• Ability to confidently handle customer complaints and resolve difficult situations professionally
• Strong organizational skills to manage multiple priorities and operational demands
• Capability to coach, motivate, and develop team members for continuous improvement
• Proactive, hands-on approach with ownership of daily operations
• Strong problem-solving and decision-making skills to address operational challenges
• Commercial awareness with understanding of KPIs and business performance metrics

Preferred competencies and qualifications

• Experience in beauty, wellness, or hospitality industries
• Previous sales experience (not essential, as role focuses on operations, customer service, and people management)