Rathern Limited

Job Title: Spa Manager Department: Spa & Wellness Location: Frensham Pond Hotel & Spa, Pond Lane, Churt, Farnham, Surrey, GU10 2QD Reports To: General Manager Responsible For: Spa Therapists, Spa Receptionists and other spa team members, as applicable Employment Type: Full-time Working Pattern: 5 days out of 7, including weekends and bank holidays, according to business requirements 1. JOB PURPOSE The Spa Manager is responsible for the overall management, commercial performance and day-to-day operation of the Spa at Frensham Pond Hotel & Spa. The successful candidate will ensure that the Spa delivers an exceptional guest experience, maintains the highest standards of treatment quality, cleanliness, presentation and professionalism, and operates efficiently while achieving agreed revenue and profitability targets. Working closely with the General Manager and the wider hotel management team, the Spa Manager will develop and implement initiatives to increase treatment bookings, spa day sales, repeat visits, retail revenue and overall guest engagement. The role requires a proactive, commercially minded and hands-on manager who can lead and develop the spa team, maintain operational discipline, identify opportunities for business growth and ensure that every guest receives a welcoming, relaxing and memorable experience. 2. KEY RESPONSIBILITIES A. Spa Operations and Service Standards Take full responsibility for the day-to-day operation of the Spa, ensuring that all facilities, treatment rooms, relaxation areas, changing rooms and associated guest areas are maintained to the required standards. Ensure the Spa is appropriately staffed and fully prepared for daily operations, treatment appointments, spa day packages and hotel guest requirements. Establish, implement and monitor standard operating procedures for all spa activities. Ensure that treatments are delivered consistently, professionally and in accordance with the hotel's service standards and the relevant treatment protocols. Monitor the quality of treatments and the overall guest journey, taking prompt corrective action where standards fall short. Ensure that all equipment, products, linen, refreshments and treatment materials are available and properly maintained. Work closely with the Housekeeping and Maintenance teams to maintain cleanliness, hygiene, presentation and the effective functioning of all spa facilities. Conduct regular operational inspections and ensure that any defects, maintenance requirements or service issues are reported and resolved promptly. Maintain appropriate opening and closing procedures, daily checklists and operational records. Identify opportunities to improve operational efficiency without compromising the guest experience. B. Guest Experience and Customer Satisfaction Ensure every guest receives a warm welcome, attentive service and a personalised spa experience. Maintain high standards of professionalism, discretion, courtesy and guest care throughout the Spa. Oversee the booking process, treatment consultations, guest preferences, special requests and post-treatment feedback. Ensure guests are provided with accurate information regarding treatments, spa packages, facilities, prices, restrictions and booking conditions. Handle guest complaints, concerns and service recovery situations promptly, professionally and empathetically. Record and review guest feedback, identifying recurring issues and implementing corrective action. Monitor online reviews and guest satisfaction feedback relating to the Spa, working with the hotel's management and marketing teams to improve performance. Encourage repeat visits, referrals and positive recommendations through consistent service delivery and effective guest relationship management. Ensure that guest concerns involving treatment suitability, contraindications, allergies or other safety considerations are handled appropriately and escalated when necessary. C. Commercial Performance and Revenue Generation Take ownership of the Spa's commercial performance and work towards achieving agreed departmental revenue, profitability and guest satisfaction targets. Prepare and manage the departmental budget in consultation with the General Manager. Monitor revenue performance against budget, previous periods and agreed forecasts, identifying opportunities and taking corrective action where required. Maximise revenue from: Spa treatments and massage therapies. Spa day packages and treatment packages. Hotel guest treatment bookings. Retail skincare and spa products. Gift vouchers and prepaid experiences. Seasonal promotions, special offers and selected events. Repeat visits and additional treatment sales. Monitor treatment room utilisation, therapist productivity, average guest spend, booking conversion and retail sales performance. dentify opportunities to increase treatment bookings during quieter periods and improve utilisation during peak demand. Work with the hotel's Sales and Marketing teams to develop attractive spa packages, promotional campaigns and seasonal offers. Ensure spa packages are commercially viable, appropriately priced and aligned with the hotel's wider revenue strategy. Promote relevant spa treatments and packages to hotel residents, wedding guests, conference delegates and other appropriate hotel audiences. Develop initiatives to encourage repeat business, advance bookings and incremental spend. Review pricing, competitor activity and market trends, recommending changes where commercially appropriate. Provide regular reports to the General Manager on revenue, costs, performance against budget and opportunities for improvement. D. Team Leadership and People Management Lead, motivate and develop the spa team, establishing a positive, professional and performance-focused working environment. Ensure all team members understand their responsibilities, service standards, operational procedures and departmental objectives. Prepare staff rotas in line with anticipated business levels, treatment bookings, staff availability and budgetary requirements. Manage attendance, punctuality, holiday planning, shift allocation and staffing cover in accordance with company procedures. Participate in recruitment, selection, induction and training of spa employees. Ensure all team members receive appropriate training in treatment delivery, guest service, product knowledge, sales techniques, health and safety, and relevant operational procedures. Conduct regular team briefings, one-to-one meetings, performance reviews and development discussions. Set clear individual and departmental objectives and monitor performance against agreed standards. Address performance concerns, conduct issues and training requirements promptly, fairly and in accordance with company policies. Recognise good performance and encourage employee engagement, accountability and continuous improvement. Ensure the team maintains appropriate personal presentation, professional conduct and standards of communication. Identify succession planning and development opportunities to support the progression of employees within the hotel. Promote effective communication, teamwork and mutual support across the Spa and the wider hotel operation. E. Treatment Quality, Product Knowledge and Retail Sales Ensure all treatments are delivered by appropriately trained and competent therapists. Maintain up-to-date knowledge of the Spa's treatment menu, product range, treatment protocols and available packages. Ensure therapists conduct appropriate consultations and follow relevant contraindication, consent, hygiene and aftercare procedures. Monitor treatment quality and consistency through observation, guest feedback and appropriate quality checks. Ensure the team can confidently explain treatments, recommend suitable products and provide accurate information to guests. Develop appropriate retail sales initiatives that enhance the guest experience and support departmental revenue targets. Monitor retail performance and coach team members on professional, guest-focused product recommendations. Ensure retail displays are attractive, correctly priced, adequately stocked and consistent with the Spa's presentation standards. Review the treatment menu and product range periodically, recommending enhancements based on guest demand, commercial performance and emerging trends. Qualifications A recognised qualification in Beauty Therapy, Spa Therapy or a related discipline is desirable. A Level 3 qualification or recognised equivalent is preferred, particularly where the role requires the manager to deliver treatments or directly supervise treatment practice. Relevant management, customer service, health and safety or hospitality qualifications would be advantageous. Appropriate training or experience relating to pool plant operations and water safety is desirable where the role includes responsibility for such facilities. Evidence of ongoing professional development within the spa and wellness sector is beneficial. Any treatment delivery must be undertaken only where the individual holds the appropriate qualifications, competence and any required insurance. More details on JD to follow once connected.