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Job Summary
Position Overview The Spa & Wellness Manager is responsible for the overall management of the lodge's spa and wellness department, ensuring exceptional guest experiences, operational excellence, profitability, and the delivery of luxury wellness services in line with the lodge's 5-star standards. The role includes leadership of the spa team, financial management, guest satisfaction, marketing initiatives, and maintaining the highest standards of hygiene and service. Key Duties & Responsibilities Spa Operations Manage the day-to-day operation of the spa and wellness centre. Ensure all treatments are delivered according to 5-star luxury standards. Oversee appointment scheduling and therapist rosters. Ensure treatment rooms, reception, gym, relaxation areas and wellness facilities are maintained to exceptional standards. Maintain strict hygiene, health and safety procedures. Monitor equipment maintenance and coordinate repairs when required. Develop and implement Standard Operating Procedures (SOPs). Introduce new treatments and wellness experiences aligned with international hospitality trends. Guest Experience Deliver outstanding personalised guest service. Conduct guest consultations to recommend suitable treatments. Handle guest complaints professionally and efficiently. Build relationships with repeat guests. Ensure every guest enjoys a memorable wellness experience that complements the safari lodge stay. Coordinate special wellness packages for honeymooners, VIPs and groups. Staff Management Recruit; train and mentor Spa Therapists and reception staff. Conduct performance reviews and coaching sessions. Develop staff product knowledge and treatment skills. Ensure excellent grooming and presentation standards. Manage staff schedules and leave. Promote teamwork, motivation and staff retention. Financial Management Prepare departmental budgets. Monitor revenue and expenses. Analyse treatment and retail sales. Drive profitability through promotions and upselling. Control payroll within budget. Produce monthly financial and operational reports. Achieve revenue and profitability targets. Stock Control Manage stock ordering and inventory. Maintain accurate stock records. Monitor product usage and minimise wastage. Ensure adequate stock levels. Conduct monthly stock takes. Liaise with suppliers regarding pricing and deliveries. Sales & Marketing Develop wellness promotions and seasonal packages. Increase spa occupancy and retail sales. Collaborate with the Sales and Marketing team. Promote wellness experiences through digital marketing and social media. Build partnerships with wellness brands where appropriate. Monitor market trends and competitor offerings. Administration Maintain accurate guest records. Prepare weekly and monthly reports. Ensure accurate cash handling and reconciliations. Monitor spa booking systems. Ensure compliance with company policies. Health; Safety & Compliance Ensure compliance with health and safety regulations. Maintain infection control and sanitation standards. Ensure therapists comply with professional treatment protocols. Conduct regular quality assurance inspections. Minimum Qualifications Diploma or Degree in: Spa Management Wellness Management Hospitality Management Beauty Therapy or related field International qualifications such as ITEC, CIDESCO, CIBTAC or SAAHSP are advantageous. Valid First Aid Certificate (advantageous). Experience Required Minimum 3–5 years' management experience within a luxury 5-star spa, safari lodge, hotel or resort. Previous experience managing a team of Spa Therapists. Proven experience in budgeting and financial management. Strong retail and wellness sales experience. Experience with spa booking/POS systems. Luxury hospitality experience is essential. Knowledge & Skills Excellent leadership and people management skills. Exceptional guest relations abilities. Financial and commercial acumen. Strong organisational and planning skills. Knowledge of luxury spa treatments and wellness trends. Stock control and procurement experience. Computer literacy (MS Office and spa management software). Excellent written and verbal English communication. Ability to multitask in a fast-paced luxury environment. Problem-solving and decision-making skills. Personal Attributes Professional and impeccably groomed. Passionate about wellness and luxury hospitality. Positive; energetic and approachable. Highly organised and detail-oriented. Service-driven with exceptional interpersonal skills. Calm under pressure. Flexible and willing to work weekends, public holidays and extended hours when required. Honest; trustworthy and able to maintain confidentiality. Strong leadership presence with the ability to inspire and motivate a team. Preferred Requirements Valid South African driver's licence. Experience working in a remote luxury safari lodge environment. Knowledge of international wellness trends and holistic therapies. Experience developing wellness packages and guest experiences. Familiarity with hospitality property management and spa reservation systems.
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