Job Description

• Oversee daily front office spa operations, ensuring smooth service delivery and high guest satisfaction
• Support the Spa Manager in implementing SOPs and maintaining brand standards across all spa areas
• Supervise spa reception and guest service teams, ensuring efficiency, professionalism, and consistency
• Monitor appointment scheduling, ensuring optimal yield management and booking efficiency
• Conduct daily operational checks to ensure cleanliness, safety, and presentation standards are met
• Act as Manager on Duty in the absence of the Spa Manager when required
• Ensure exceptional guest service is delivered at all touchpoints, including VIP and repeat guests
• Personally handle guest feedback, concerns, and complaints with professionalism and urgency
• Greet VIP guests and conduct spa tours when required
• Monitor guest satisfaction and ensure personalized service standards are maintained
• Promote upselling, retail sales, and rebooking to enhance guest experience and revenue
• Support achievement of departmental sales targets, budgets, and forecasts
• Assist in monitoring daily and weekly performance reports with Spa leadership
• Ensure proper execution of retail and revenue-generating strategies
• Support payroll and labour control in alignment with operational needs
• Contribute to business development initiatives and promotional activities
• Assist in training and coaching spa front-of-house staff in line with brand standards
• Support employee development, performance feedback, and continuous improvement
• Conduct or support departmental meetings and training sessions
• Ensure adherence to safety procedures and spa protocols across the team
• Ensure compliance with spa SOPs, safety regulations, and hygiene standards
• Maintain confidentiality of guest and employee information
• Uphold luxury service standards and brand expectations at all times

Qualifications

• Degree or Diploma in Hospitality Management, Spa Management, Tourism, or related field
• Minimum 2–3 years’ experience in a luxury spa environment, with supervisory or assistant managerial role exposure
• Strong knowledge of spa operations, front office procedures, and guest service standards
• Experience in scheduling, yield management, and retail or revenue-driven environments
• Proficiency in spa reservation systems and basic PMS/POS systems
• Excellent communication and interpersonal skills
• Strong leadership, coaching, and team development abilities
• High level of professionalism, grooming, and attention to detail
• Ability to handle guest complaints and resolve issues effectively
• Strong organizational and multitasking skills in a fast-paced environment
• Flexible to work shifts, weekends, and holidays as per operational requirements

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