Sr Manager - Wellness Spa/Salon Operations & Management

Role Purpose:

To lead and manage the end-to-end Wellness Spa and Salon operations of the CARLTON brand across India, ensuring operational excellence, adherence to brand standards, seamless franchise support, and consistent customer experience across Wellness Spas, Salons.

This role is responsible for complete establishment, operations of Wellness SPA and Salons, conduct required trainings, audits, quality, vendor management, and franchise partner support.

KEY RESPONSIBILITIES

A. Wellness Spa and Salon Operations & Sop Implementation

• Create and implement detailed SOPs for:
• Wellness Spa operations
• Salon operations
• Ensure all Wellness Spa/Salons operate 100% in line with CARLTON brand guidelines.
• Build Operations Manuals for Wellness Spa and Salons.
• Standardize service delivery, ambience, customer handling, billing, hygiene, grooming standards, etc.

B. Franchise Operational onboarding & Operations Support

• Lead operational onboarding of new franchise Wellness Spa and salons:
• Pre-opening checklists
• Staff hiring support
• SOP orientation
• Inventory & equipment setup
• Menu Design and Therapies
• Ensure smooth post-launch support for franchise partners.
• Act as the primary operational escalation point for franchisees.

C. Operations Management (National Level)

• Daily operations across all Wellness Spas, Salons.
• Drive operational KPIs: Footfall, revenue per/user, retention, repeat guests.
• Create and track weekly/monthly Operations Dashboards.
• Ensure 100% compliance to service standards, safety, hygiene, and brand ambience.
• Visit properties regularly and conduct on-site operational reviews.

D. Site Recce & Project Execution

• Conduct operational site evaluation during final approval stage:
• Layout feasibility
• Service flow efficiency
• Reception/guest movement plan
• Wellness Spa rooms, salon chairs zoning
• Work with respective Team to ensure correct interior execution as per CARLTON specifications.
• Ensure properties are opened on time with all operational requirements ready.

E. Training & Staff Development

• Build Training Academy for Wellness Spa Therapists, Salon Stylists.
• Develop training modules on:
• Service excellence
• Customer interaction
• SOPs
• Hygiene
• Product knowledge
• Conduct pre-opening training & ongoing refresher training.
• Measure training impact on customer satisfaction.

F. Vendor Management & Operations Procurement

• Finalize approved vendor list (AVL) for:
• Salon equipment
• Wellness Spa machinery
• Towels, linens, consumables
• Wellness Spa and Saloon therapy supplies
• Cleaning and hygiene products
• Manage rate contracts, procurement quality, timely replenishment.
• Ensure cost control with no compromise on quality.

Others