ROLE OVERVIEW

The resort is a multi-revenue hospitality destination offering accommodation, conferencing, weddings, dining, wellness, and outdoor experiences. We are seeking a dynamic and commercially minded Spa & Wellness Manager to rebuild, elevate, and grow the spa into a high-performing guest experience and revenue-generating division.

This is not a maintenance role.

This is a hands-on transformation role for someone who can:

• Upgrade the spa offering and guest experience
• Build compelling packages and revenue streams
• Drive utilisation and profitability
• Position the spa as a key differentiator within the resort

ROLE PURPOSE

To take full ownership of the spa and wellness division by:

• Enhancing the overall guest experience
• Increasing revenue contribution to the business
• Developing a strong wellness offering aligned to the lodge environment
• Driving utilisation through innovative packages and partnerships

KEY RESPONSIBILITIES

Spa Transformation & Experience Design:

• Redesign and elevate the spa offering and treatment menu
• Improve guest journey from booking to post-treatment experience
• Introduce new treatments, rituals, and wellness experiences
• Enhance ambience, presentation, and service standards

Revenue Growth & Commercial Strategy:

• Increase spa revenue and utilisation rates
• Develop high-margin offerings including:
  • Couples experiences
  • Spa packages (stay + spa / spa + lunch)
  • Bridal and wedding packages
  • Corporate wellness add-ons
• Drive upselling across all guest touchpoints

Operations Management:

• Manage day-to-day spa operations
• Ensure treatment quality and consistency
• Maintain hygiene, health, and safety standards
• Manage booking systems and scheduling

Team Leadership:

• Recruit, train, and develop spa therapists
• Drive performance and productivity
• Create a culture of service excellence and accountability

Guest Experience & Brand Positioning:

• Deliver a premium and memorable wellness experience
• Ensure high guest satisfaction and repeat bookings
• Position the spa as a must-do experience at the lodge

Product & Supplier Management:

• Select and manage product houses / spa brands
• Control stock, treatment costs, and margins
• Introduce retail opportunities (if applicable)

KEY PERFORMANCE INDICATORS (KPIs):

• Spa revenue growth
• Treatment utilisation rate
• Average spend per guest
• % of lodge guests using the spa
• Guest satisfaction scores
• Therapist productivity

MINIMUM REQUIREMENTS:

• Minimum 5–8 years’ experience in spa or wellness management
• Proven experience in:
  • Spa operations
  • Revenue generation and upselling
  • Team leadership
• Experience in:
  • Boutique hotel / lodge / resort environment (preferred)

CORE COMPETENCIES

• Strong commercial mindset (critical)
• Experience design and guest journey thinking
• Operational discipline
• Leadership and team development
• Attention to detail and presentation
• Strong interpersonal and client engagement skills