Position Summary The Spa Director is responsible for the overall leadership, strategic direction, and day-to-day operations of the hotel's spa and wellness facilities. This role ensures exceptional guest experiences, drives revenue growth, and maintains the highest standards of service, cleanliness, and brand alignment. The Spa Director leads a multidisciplinary team while optimizing financial performance and enhancing the spa's reputation as a premier wellness destination.
Key Responsibilities Operational Leadership - Oversee daily spa operations, including treatment services, retail, fitness, and wellness programming
- Ensure consistent delivery of luxury service standards and guest satisfaction
- Maintain compliance with health, safety, and hygiene regulations
- Develop and implement standard operating procedures (SOPs)
Guest Experience - Create a personalized, memorable spa experience aligned with the hotel's brand
- Address guest feedback, resolve concerns, and implement service improvements
- Monitor guest satisfaction scores (e.g., Forbes, LQA, Medallia) and drive continuous enhancement
Financial & Revenue Management - Develop and manage annual budget, forecasts, and financial performance
- Drive revenue through strategic pricing, promotions, memberships, and packages
- Optimize labor, cost control, and profitability metrics
- Oversee retail strategy, product selection, and inventory management
Team Leadership & Development - Recruit, train, and manage spa staff including therapists, estheticians, and supervisors
- Foster a culture of engagement, service excellence, and accountability
- Conduct performance evaluations and implement development plans
- Ensure appropriate staffing levels and scheduling to meet business demand
Sales & Marketing - Collaborate with marketing and sales teams to promote spa offerings
- Develop local partnerships and wellness programming
- Support group and event business (e.g., bridal, corporate wellness)
- Identify trends and introduce innovative treatments and services
Vendor & Product Management - Manage relationships with product vendors and service providers
- Ensure quality, consistency, and alignment with brand standards
- Negotiate contracts and oversee procurement
Brand Standards & Compliance - Ensure adherence to brand guidelines (if applicable) and luxury service benchmarks
- Support audits (Forbes Travel Guide, LQA, AAA, etc.)
- Maintain licensing and certifications required for spa operations
