Job Description

YOUR DAY TO DAY

People

• Recruit, train, and supervise spa staff, creating schedules that ensure adequate coverage during peak hours
• Manage day-to-day staffing requirements, plan and assign work, and set performance and development goals for team members, providing mentoring, coaching, and regular feedback
• Promote teamwork and quality service through daily communication and coordination with other department heads
• Prepare and administer the induction programme for new staff
• Maintain a comprehensive, current, and guest-oriented set of departmental standards and procedures
• Conduct training needs analysis and provide input for probation reviews and disciplinary matters when necessary

Financial

• Prepare and manage the annual Spa budget and financial plans, monitoring expenses with a focus on increasing productivity
• Maintain proper inventory levels, managing cost for supplies and labour
• Contribute to departmental goals in line with the wider hotel strategy
• Contribute to pricing decisions, including membership programmes

Guest Experience

• Inspect all wellness areas to ensure they are clean and in good repair, advising team members of deficiencies and providing retraining as needed
• Respond to guest complaints and special requests, ensuring corrective action is taken to achieve full satisfaction
• Carry out the special needs and requests of guests, VIPs, and repeat visitors
• Anticipate guest needs and take action to exceed expectations, maintaining a calm, warm tone in every interaction

Responsible Business

• Maintain and order supplies and equipment in a timely, efficient manner, minimising waste and supporting the hotel's sustainability initiatives
• Maintain procedures for the security of lost and found items in Health Club areas
• Promote spa services, products, and special promotions, contributing to marketing strategies that grow spa revenue
• Monitor and analyse spa performance metrics, providing input for continuous improvement
• Ensure the spa complies with all local regulations, maintaining a safe and healthy environment for guests and staff

Accountabilities

• Full ownership of Spa and Gym operations, including financial performance and guest satisfaction
• Leadership and supervision of Spa & Wellness colleagues
• Achievement of departmental budget and revenue targets, including membership and retail performance
• Consistent delivery of Regent's spa and wellness standards across every guest touchpoint

WHAT WE NEED FROM YOU

• To thrive in this role and bring poise and precision to the guest journey, you'll need:
• Previous experience in a spa or hospitality setting, with at least 3–4 years in a supervisory or management role
• Strong knowledge of spa treatments, products, and industry trends
• Excellent interpersonal, communication, and leadership skills
• Strong organisational and multitasking abilities
• Familiarity with spa software and booking systems
• A genuine commitment to exceptional guest service