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Job Summary
Supported by: General Manager / Deputy General Manager About The Capital: At The Capital Hotels, we are redefining what hospitality feels like. Modern, meaningful and full of opportunity. We believe great service starts with great people and our team is the heart of everything we do. Passionate, proud and full of purpose, that is who we are. Why work for us? At The Capital, you will feel valued, trusted and empowered. We keep things real with no red tape, just doers who make things happen. We recognise talent quickly and promote based on values, not just titles. Here, hard work gets noticed, ideas matter and our people are our everything. Why this role exists? To ensure the efficient managing and operations of the Spa in accordance with company standards. This role exists to oversee the daily operations and overall performance of the Spa while ensuring a consistent 5-star guest experience is delivered at all times. The Spa Manager is responsible for leading, motivating, and managing the spa team, driving service excellence, operational efficiency, and business growth. This role is central to maintaining brand standards, achieving revenue targets, and ensuring exceptional guest satisfaction and retention. What you’ll do? (a.k.a KPEs) 1. Spa Operations Management • Oversee the daily operations of the spa to ensure smooth, efficient, and professional service delivery. • Ensure all spa processes, systems, and standards are consistently followed. • Monitor overall spa performance and implement improvements where required. • Maintain a structured, organised, and high-functioning operational environment. 2. Leadership & Team Management • Lead, motivate, and manage the spa team to consistently deliver 5-star service standards. • Oversee staff performance management, including feedback, coaching, and development. • Manage staff scheduling to ensure optimal coverage and operational efficiency. • Foster a positive, accountable, and high-performance team culture. 3. Guest Experience & Service Excellence • Ensure every guest receives an exceptional and consistent 5-star spa experience. • Handle guest feedback, complaints, and escalations effectively and professionally. • Implement service recovery processes to resolve issues and retain client loyalty. • Continuously identify opportunities to improve the guest journey. 4. Financial & Business Performance • Monitor spa financial performance including revenue, expenses, and profitability. • Drive retail, treatment sales, and revenue generation initiatives. • Identify and implement opportunities for business growth and improved performance. • Ensure cost control through efficient resource and operational management. 5. Stock Control & Supplier Management • Oversee stock control processes including ordering, usage, and inventory management. • Manage relationships with suppliers to ensure quality, consistency, and cost efficiency. • Ensure accurate stock tracking and minimisation of wastage or losses. • Maintain optimal product availability to support service delivery. 6. Marketing & Business Development • Drive spa marketing initiatives, promotions, and seasonal campaigns. • Identify and support new business growth opportunities and partnerships. • Collaborate on strategies to increase client acquisition and retention. • Support brand positioning and awareness in the market. 7. Standards, Compliance & Brand Integrity • Uphold and enforce spa brand standards across all areas of operation. • Ensure compliance with health, safety, hygiene, and operational requirements. • Maintain a strong focus on professionalism and consistent service delivery. • Ensure the spa environment reflects a premium, luxury experience at all times. Beyond the job description • Lead by example in professionalism, discipline, and guest focus. • Demonstrate strong emotional intelligence in managing both guests and staff. • Maintain a calm, solution-oriented approach under pressure. • Actively develop team capability and long-term staff growth. • Take ownership of overall spa success, not just individual functions. • Drive a culture of accountability, excellence, and continuous improvement. What you’ll bring • Strong leadership and people management capabilities. • Excellent communication and interpersonal skills. • Strong guest service and luxury hospitality mindset. • Solid business, financial, and operational management acumen. • Strong sales, retail, and revenue-driving ability. • Excellent organisational and multitasking skills. • Strong problem-solving and decision-making ability. • In-depth understanding of spa operations and wellness industry standards. • Ability to perform under pressure while maintaining 5-star standards. • Professional, polished, and guest-focused approach. • Strong attention to detail and operational excellence mindset. Qualifications and Experience • Qualification in Spa Management, Beauty Therapy, Business Management, or Wellness Management advantageous. • Strong leadership experience in spa, hospitality, or wellness operations. • Proven experience in operations, administration, and financial management. • Experience managing teams in a 4–5 star spa or hospitality environment preferred. • Experience in driving sales, retail performance, and business growth advantageous.
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