Head - Wellness & Recreation

PURPOSE

This role oversees the strategic, operational, and financial performance of the spa, ensuring exceptional guest experiences, revenue growth, and adherence to brand and wellness standards. The position drives service innovation, leads high-performance teams, and maintains operational excellence across all spa offerings.

REPORTS TO

AVP Services

Direct Reports:
Spa Managers / Supervisors, Therapists, Receptionists, Spa Attendants, Guest Relations and Support Staff

INTERACTS WITH

External:
Members / Guests, Vendors, Service Providers, Wellness Consultants

Internal:
Food & Beverage, Housekeeping, Engineering, Finance, HR, Marketing, and Sales Teams

KEY RESPONSIBILITIES

Operational Excellence

- Lead day-to-day spa operations, ensuring adherence to brand service standards and wellness protocols.
- Implement and monitor Standard Operating Procedures (SOPs) across all spa services to maintain consistency and quality.
- Develop and execute operational plans to enhance guest satisfaction and service efficiency.
- Ensure optimal staff scheduling, resource allocation, and cost control.

Applied Learning

- Oversee skill enhancement programs for spa teams, ensuring therapists and consultants remain updated on new treatments and techniques.
- Promote hands-on learning to improve treatment quality and guest interactions.
- Evaluate training effectiveness through guest feedback, mystery audits, and performance reviews.

People Management

- Lead recruitment, onboarding, and retention strategies for spa team members.
- Conduct performance reviews, set KPIs, and coach team members for skill development and service excellence.
- Foster a high-performance culture centered on teamwork, professionalism, and guest focus.

Business & Financial Acumen

- Prepare and manage the spa’s annual budget, including revenue targets and profitability goals.
- Develop sales strategies, packages, and promotions to grow revenue streams.
- Track and analyze financial performance using KPIs and implement corrective actions as required.

Leadership

- Demonstrate role-model behavior with integrity, professionalism, and a commitment to continuous improvement.
- Drive service innovation by introducing new treatments and wellness programs aligned with market trends.
- Build strong cross-functional partnerships with marketing, HR, and operations to maximize business outcomes.

Compliance & Risk Management

- Ensure compliance with statutory requirements, health and safety standards, and licensing regulations.
- Conduct regular audits to maintain hygiene, safety, and service protocols.
- Maintain accurate documentation for treatments, safety records, and licenses.

Occupational Health & Safety (OH&S)

- Promote OH&S awareness through training and regular safety briefings.
- Coordinate safety drills, first-aid training, and equipment checks within spa facilities.
- Maintain detailed OH&S compliance records and ensure timely incident reporting.

WORK EXPERIENCE

JOB REQUIREMENTS / HIRING PROFILE

QUALIFICATIONS

- BAMS or equivalent recognized qualification
- Certification in Spa Therapies, Wellness Management, or related specialties preferred.

Work Experience

- 10–15 years in luxury spa or wellness operations, with at least 5 years in a senior leadership role.
- Proven track record in revenue growth, guest satisfaction, and team leadership.

Knowledge

- Luxury spa operations, service standards, and wellness protocols
- Financial planning, budgeting, and revenue management
- Spa product lines, treatments, and wellness trends
- Marketing, sales strategies, and CRM systems