Spa & Leisure Manager - Luxury Hotel & Spa

About THG Ingenuity THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

About THG Experience THG Experience is home to our portfolio of prestige event locations and luxury properties - including Hale Country Club & Spa and King Street Townhouse Hotel. Through these venues, we create exceptional experiences, services and content - all of which ensure that our portfolio of brands and partners make real-world connections with their customers that create a lasting impact.

We collaborate with brands to access extraordinary locations, create content and host events with influencers and clients. THG Experience is perfectly positioned to deliver rapid growth for fast-moving, global brands. It’s an incredibly exciting time to be joining the team.

• Oversee the day-to-day management of the Spa and Gym, leading and inspiring a dedicated team
• Take full ownership of financial performance, driving revenue and achieving Spa & Leisure targets in collaboration with other departments such as marketing
• Maintain strong commercial focus to maximise revenue opportunities, monitor productivity, control costs, and reduce waste
• Deliver brand standards, ensuring every guest interaction reflects the luxury of King Street Townhouse & SPA
• Monitor spa and treatment standards, implementing corrective action and training where required; ensure all therapists receive certified training
• Ensure a seamless guest journey from booking through to treatment completion
• Drive team performance through bi-annual appraisals, objective setting, and regular reviews
• Prepare and manage monthly rotas in line with business demands and payroll targets
• Maintain exceptional standards of presentation and cleanliness at all times
• Deliver exceptional treatments and personally host spa guests where required
• Oversee ordering, stock control, and stock taking procedures
• Handle guest complaints effectively and constructively, ensuring appropriate corrective action is taken
• Provide continuous product, retail, and skills coaching to maximise performance
• Share knowledge, promote expertise, and ensure adherence to SOPs
• Prepare for and attend all relevant team meetings (e.g. weekly department head meeting)
• Maintain team morale through engagement initiatives and team-building activities to drive productivity
• Lead recruitment and induction for new starters within agreed timelines, alongside regular performance reviews
• Monitor, maintain, and continuously improve Spa operating procedures to raise standards and improve efficiency
• Manage team organisation and behaviour consistently in line with company values and business requirements
• Oversee and manage Gym Membership alongside the Guest Relations Manager as first point of contact, constructively utilising member feedback to drive continuous product and service improvement
• Maintain full accountability for all Spa, Gym, and leisure facilities (including thermal areas), ensuring full Health & Safety compliance
• Ensure all legal obligations within Spa and back-of-house areas are understood, communicated, and fully complied with
• Undertake Duty Management shifts as required

• Performance and conduct consistently reflecting company values
• Achievement of Spa Weekly, Monthly & Annual Revenue Targets
• Trip Advisor reviews and mentions generated per month
• Training attendance rates
• E-Learning and Health & Safety completion rates
• Full adherence and compliance with company Health & Safety policies

• Must have +2 years experience in a luxury spa
• Can demonstrate management/leadership experience
• Passionate about hospitality industry and wanting to deliver a great guest experience, always putting guest needs first.
• Available to work different shift patterns including evenings and weekends if required.

• Exclusive room rates for you and your family
• 20% off dining at our hotel, 50% off at Hale Country Club & Spa
• Up to 50% off on THG brands (Myprotein, Look fantastic, ESPA, and more)
• In-person…