Spa Manager in Islington

The Mandrake, a boutique lifestyle 5-star luxury hotel nestled in the heart of Central London, is seeking a skilled and experienced Spa Manager to join our world-class spa team for its innovative new spa opening - Damu. Damu will provide a one-of-a-kind spa offering, taking guests on a transformative journey of rejuvenation and renewal, where advanced treatments blend cutting-edge technology with timeless traditions. Extending the hotel's existing spiritual wellness offering, Damu will offer a holistic approach, with the experiences targeting visible signs of ageing, and delivering unparalleled results in skin rejuvenation.

The ideal candidate will have a proven track record in leading the delivery of exceptional spa experiences in a luxury environment, responsible for overseeing all aspects of spa operations, including staff management, guest services, facility maintenance, and financial performance. Knowledge and experience in a range of therapies and experience in central London are advantageous.

What you'll do:

• Continuously assess and enhance the spa's offerings, including treatments, amenities, and facilities, to exceed guest expectations and maintain competitiveness in the market.
• Stay up to date with spa trends and advances to be at the forefront of the industry.
• Focus on menu creation and development to constantly evolve the offering at Damu.
• Develop and implement standard operating procedures (SOPs) to ensure seamless spa operations.
• Oversee the day-to-day activities of the spa, including scheduling, inventory management, and facility maintenance.
• Monitor and maintain quality standards for treatments, services, and guest interactions.
• Oversee the hiring, training, and management of spa colleagues, fostering a culture of excellence in guest service and professionalism.
• Provide ongoing coaching and performance feedback to enhance employee performance and guest satisfaction.
• Foster a positive work environment that promotes teamwork, creativity, and professional growth.
• Cultivate a culture of exceptional guest service and ensure that guest expectations are consistently exceeded.
• Develop and manage the spa budget, including revenue forecasting, expense control, budgeting, and profitability analysis.
• Drive revenue growth through effective and innovative promotions, sales and marketing initiatives, upselling, and cross-selling strategies.
• Monitor key performance indicators (KPIs) and financial metrics to track progress, guest attraction and retention, and identify areas for improvement in revenue growth.
• Collaborate with other hotel departments, including sales, marketing, and F&B, to maximize revenue opportunities and create synergy across departments.
• Participate in promotional events, marketing campaigns, and partnership activities to promote the spa and drive business growth.
• Handle guest enquiries, feedback, and complaints in a timely and professional manner, striving to resolve issues to the guest's satisfaction.
• Ensure compliance with health and safety regulations and protocols in accordance with industry regulations and brand standards.

What we're looking for:

• Proven experience (5+ years) in a managerial role within the luxury spa or hospitality industry.
• Certification or qualification in spa therapy, massage therapy, or a related field is beneficial alongside a strong knowledge of anatomy, physiology, and spa therapy techniques.
• Strong leadership skills with the ability to inspire and motivate a diverse team.
• Excellent interpersonal and communication skills, with the ability to interact confidently with guests, colleagues, and stakeholders at all levels of the business.
• Sound business acumen and financial management skills, with the ability to analyse data, set targets, and drive performance.
• A passion for wellness, beauty, and hospitality, with a genuine desire to create memorable experiences for guests.
• Knowledge of spa software systems and booking platforms is beneficial.