Duty Manager(Spa)

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Position Overview

The Duty Manager (Spa) is responsible for overseeing daily spa operations, ensuring exceptional guest experiences, supervising staff, and driving revenue growth through proactive sales initiatives. This role blends operational management with sales strategy, ensuring smooth day-to-day running of the spa while meeting financial targets.

Key Responsibilities

Operational Management

• Supervise and manage day-to-day spa operations, ensuring smooth workflow and adherence to SOPs.
  
• Maintain high standards of cleanliness, hygiene, and ambiance across treatment rooms, reception, and common areas.
  
• Monitor therapist performance, service quality, and guest satisfaction.
  
• Manage appointment scheduling, guest check-ins/check-outs, and payment processing.
  
• Handle guest feedback and resolve complaints promptly and professionally.
  
• Ensure adequate stock of spa supplies, consumables, and retail products.
  
• Maintain compliance with health, safety, and sanitation regulations.
  

Team Leadership

• Lead, train, and motivate spa receptionists, therapists, and support staff.
  
• Conduct daily briefings and assign duties to the team.
  
• Monitor staff attendance, grooming, and discipline.
  
• Coach staff to enhance service delivery and upselling skills.
  

Sales & Revenue Generation

• Drive spa membership sales, treatment packages, and retail product sales.
  
• Achieve monthly revenue and sales targets for services and retail.
  
• Identify upselling and cross-selling opportunities during guest interactions.
  
• Develop and implement promotional offers and events to attract new clients.
  
• Build strong relationships with regular guests and VIP clientele for repeat business.
  
• Collaborate with marketing teams for local promotions and social media campaigns.
  

Reporting & Administration

• Prepare daily sales, revenue, and operational reports.
  
• Maintain accurate records of guest visits, sales, and inventory.
  
• Monitor expenses to ensure profitability.
  
• Report maintenance issues and follow up on resolutions.
  

Key Skills & Competencies

• Strong leadership, communication, and interpersonal skills.
  
• Sales-driven mindset with proven ability to achieve targets.
  
• Excellent customer service orientation.
  
• Good understanding of spa treatments, wellness services, and retail products.
  
• Proficiency in spa software, MS Office, and POS systems.
  
• Problem-solving and conflict resolution skills.
  

Qualifications & Experience

• Bachelor’s degree in Hospitality/Wellness Management or related field preferred.
  
• 2+ years of experience in spa/wellness or hospitality operations, with at least 1 year in a supervisory role.
  
• Proven track record in sales and revenue generation.
  
• Knowledge of beauty, wellness, and spa industry trends is an advantage.
  

Performance Indicators (KPIs)

• Monthly revenue target achievement (services + retail).
  
• Guest satisfaction scores and repeat client percentage.
  
• Operational efficiency and compliance with SOPs.
  
• Staff performance, retention, and training completion.
  
• Effective handling of guest complaints and service recovery.