Spa Manager

Who are we?

The Polo Club Hotel is an exquisite destination of 600 acres nestled in the heart of Warwickshire, offering a unique blend of luxury, leisure, and equestrian excellence. With state-of-the-art facilities, including world-class polo grounds overlooked by a 41-bedroom luxurious hotel, and top-tier dining options, we strive to provide an unparalleled experience for our guests.

Role Responsibilities OPERATIONAL EXCELLENCE

• Lead a professional, guest-focused spa team with a hands-on management approach that promotes consistency, professionalism, and service excellence.
• Deliver a high standard of presentation throughout the spa, ensuring all areas, facilities, and equipment are clean, well-maintained, and in good working order.
• Maintain a visible front-of-house presence, supporting the team, engaging with guests, and ensuring seamless daily operations.
• Ensure all spa departments are appropriately staffed and all operational checklists are completed and followed.
• Implement and maintain robust control systems to monitor and elevate service delivery, cleanliness, and hygiene standards.
• Take immediate action on operational issues and ensure any guest concerns or feedback are addressed promptly and professionally.
• Manage water quality, including daily testing, backwashing, and independent monthly testing, ensuring all issues are resolved efficiently.
• Oversee linen and laundry services, maintaining optimal stock levels while ensuring cost efficiency.
• To ensure all health and safety measures are met at all times including client consultation and recording of medical information.
• To build a team of excellent, highly trained therapists.
• To carry out monthly stock takes and orders for all suppliers ensuring emergency orders are minimal.

FINANCIAL & COMMERCIAL PERFORMANCE

• Collaborate with the Finance Team to develop budgets, forecasts, and financial targets.
• Prepare and analyse monthly reports on performance metrics, including usage, revenue, guest trends, market share, and competitor insights.
• Drive treatment, retail, and F&B sales by setting and monitoring realistic but ambitious team targets.
• Establish and manage a cost-effective wage structure in alignment with productivity goals.
• Monitor stock usage, minimise waste, and place accurate orders to maintain stock levels.

HUMAN RESOURCE AND TEAM DEVELOPMENT

• Ensure all HR policies and procedures are fully implemented across the spa team, including recruitment, training, performance management, and disciplinary procedures.
• Plan and administer staff rotas, timesheets, lieu time, holiday allocations, and payroll-related matters to ensure smooth operation and compliance.
• Ensure timely completion of team inductions, performance appraisals, and professional development plans.
• Foster a positive, supportive team culture that encourages staff retention, development, and alignment with brand values.
• Monitor and address staff conduct, grooming standards, sickness, and absenteeism in accordance with HR protocols.
• Act as a role model and mentor, developing team members and maintaining high morale through regular communication and recognition.
• To recruit spa hosts, receptionists and therapists maintaining accurate and compliant records of interview and trade testing.

GUEST EXPERIENCE & SERVICE DELIVERY

• Uphold the highest levels of guest service and satisfaction, managing all feedback and complaints with professionalism and care.
• Ensure that all treatments, facilities, and services are delivered on time, to standard, and exceed guest expectations.
• Actively monitor guest flow, occupancy, and availability to optimise spa usage and revenue.

ADMINISTRATION & SYSTEMS MANAGEMENT

• Maintain accurate records, logs, checklists, and reports in line with company and legal requirements.
• Ensure effective communication through regular team meetings, daily briefings, and leadership check-ins.
• Ensure all team members are trained and competent in using relevant IT systems and that all data is securely and accurately maintained.
• Develop and implement contingency plans for IT or operational system failures.

SALES & MARKETING

• Work closely with the Sales & Marketing Manager to develop and implement a comprehensive marketing calendar.
• Provide engaging and up-to-date content for internal and external marketing campaigns, including promotions, social media, blogs, and PR.
• Represent the spa professionally within the hotel and externally to promote visibility, grow the brand, and attract new clientele.
• Monitor and respond to spa-related enquiries and feedback via digital platforms.

HEALTH, SAFETY & COMPLIANCE

• Maintain up-to-date health & safety documentation, including COSHH records, risk assessments, and safety protocols.
• Ensure all team members are trained in emergency procedures, first aid, safe chemical handling, PPE usage, and general spa safety practices.
• Immediately address and report any H&S issues raised by the team and log actions taken.
• Ensure all spa equipment is maintained to manufacturer and health & safety standards.
• Organise and track all statutory and internal training and ensure all staff are compliant and competent.
• Develop, implement, and maintain crisis management plans for potential emergencies, including power/water failure or evacuation scenarios.
• Maintain compliance with all legal and company regulations regarding fire safety, first aid, and health and safety law.

Key Requirements

• Spa Management experience at 4-star level
• Capable of demonstrating leadership and coaching within a team.
• Ability to demonstrate personal ownership of tasks and will ensure completion to achieve required results.
• Level 2 and 3 Beauty Therapy qualification, or equivalent.
• Practical therapy experience within a spa/salon.

Benefits

• Competitive Salary
• On going training and development
• Free car parking
• Uniform provided
• 20 days holidays plus 8 bank holiday
• Focus Hotels Staff Rate and Friends and Family Rates, helping you travel all around hotels in the UK.