Cape Town: Group Spa Operations Manager posted by Craven Cottage CC

About the Role

Craven Cottage CC is seeking an experienced Spa Operations Manager to oversee group spa operations. As a key member of our team, you will be responsible for driving business growth, improving customer satisfaction, and ensuring the highest standards of service excellence in our luxury spas. With a strong passion for the spa industry and excellent leadership skills, we invite you to join our dynamic team.

Key Responsibilities

• Drafting Protocols & SOP’s for both own Spas and clients.
• Coordinate with the Trainer for any client or Spa training requests that are needed.
• Research and implementing new ideas based on your research in the competitive markets.
• Creating and updating Spa Menus for both our Spa’s and the Clients.
• Training clients in knowledge base and therapy protocols.
• Research & implement new ideas to promote brand presence and drive revenue opportunities.
• Give online support to new and existing clients with your suggestions and ideas.
• Setting up Targets and creating retail strategy with new fresh input.
• Assist with the development of new products which may be popular by sharing new ideas and current trends.
• Design new suggested therapies based on research.
• Site visits to Spa’s if necessary and support Spa Managers with their operational requirements and challenges.
• Conduct weekly communication meetings with all spa departments to discuss operations, promotions and planning.
• Ensure upfront that travel arrangements are booked, accommodation, flights, transfers etc.
• Create checklists to ensure you prepare all products, manuals and documentation before your trip commence.
• Represent the brand in a structured and professional manner.
• Managing stock control and inventory checks.
• Having a keen eye on budgets and budgetary changes.
• Communicating changes in an order process to relevant parties.
• Ensuring that health and safety regulations are followed.
• Creating and monitoring projects and teams for new spa clients which will include the concept, design and set up of the property.
• Reviewing workloads and manpower to ensure targets are met.
• Supporting the CEO or executive team’s vision and process ideals.
• Ensuring staff working on processes are happy and operating efficiently.
• Supporting all functions of the business to work together.

Requirements

• Bachelor’s degree in Spa Management, Hospitality Management, Business Administration or related field
• At least 5+ years’ experience in spa management, with proven leadership in a luxury / high-end setting.
• Understanding of treatments, products, wellness philosophies and trends.
• Leadership & Team Management: Motivating, training, scheduling, performance management, and conflict resolution skills.
• Financial Acumen: Budgeting, P&L management, cost control, inventory and financial reporting skills.
• Customer Service: Passion for guest experience, handling complaints tactfully, building client relationships skills.
• Excellent verbal and written skills for guests, staff, and management.
• Marketing: Developing promotions, strategies, and managing market positioning skills.
• Problem-Solving: Ability to stay calm, professional, and find solutions under pressure.
• Attention to Detail: Meticulousness in service delivery and presentation.

Qualifications

• Completed Bachelor’s degree in Spa Management, Hospitality Management, Business Administration or related field