Spa manager

Spa managers coordinate the day-to-day operations of the spa establishment in order to provide guests with the best customer experiences. They oversee the activities and performance of staff, manage the financial aspects of the Spa, deal with suppliers and run advertising campaigns for the spa in order to attract more customers.

The following job titles also refer to spa manager:

wellness manager
spa and wellness manager
spa director
spa managers
manager of spa

Bachelor’s degree is generally required to work as spa manager. However, this requirement may differ in some countries.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Spa manager is a Skill level 3 occupation.

These occupations, although different, require a lot of knowledge and skills similar to spa manager.

recreational facilities manager
laundry and dry cleaning manager
beauty salon manager
gambling manager
betting manager

These occupations require some skills and knowledge of spa manager. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of spa manager with a significant experience and/or extensive training.

botanist
membership manager
client relations manager
service manager
sports programme coordinator

This knowledge should be acquired through learning to fulfill the role of spa manager.

Customer service: Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer’s or service user’s satisfaction.
Corporate social responsibility: The handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards environmental and social stakeholders.
Types of spa: Field of information which distinguishes different kinds of spa such as thermal, hammam, medical, ayurvedic, relaxation, destination and traditional spas. These practices differ in treatments, therapies, services, programmes and provisions.
Recreation activities: The field and characteristics of recreational activities for customers.
Product comprehension: The offered products, their functionalities, properties and legal and regulatory requirements.
Customer relationship management: The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
Company policies: The set of rules that govern the activity of a company.
Spa products: Keep up to date with new spa products such as certain oil and nail products being introduced by the market, and implement their benefits in the company or facility.
Communication principles: The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.

These skills are necessary for the role of spa manager.

Guarantee customer satisfaction: Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Manage supplies: Monitor and control the flow of supplies that includes the purchase, storage and movement of the required quality of raw materials, and also work-in-progress inventory. Manage supply chain activities and synchronise supply with demand of production and customer.
Create solutions to problems: Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Represent the organisation: Act as representative of the institution, company or organisation to the outside world.
Lead a team: Lead, supervise and motivate a group of people, in order to meet the expected results within a given timeline and with the foreseen resources in mind.
Liaise with local authorities: Maintain the liaison and exchange of information with regional or local authorities.
Handle customer complaints: Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Oversee spa maintenance: Inspect, direct and execute preventive maintenance and repair of spa facilities. Check for the proper functioning and availability of equipment and supplies. Contact and coordinate on-site maintenance of contractors and their operational costs.
Manage staff: Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
Plan spa services: Direct diverse spa services and programs according to company or facility quality standards and guidelines.
Schedule recreation facilities: Schedule the use of recreational facilities.
Supervise the management of an establishment: Run the management of an establishment and ensure that every need for a smooth running of the operations is looked after.

Manage health and safety standards: Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company’s health and safety programmes.
Recruit employees: Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
Manage operational budgets: Prepare, monitor and adjust operational budgets together with the economical/administrative manager/professionals in the arts institute/unit/project.
Inform customers of activity changes: Brief customers about changes, delays or cancellations of planned activities.
Establish daily priorities: Establish daily priorities for staff personnel. Effectively deal with multi-task workload.

Identify customer’s needs: Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Discharge employees: Dismiss employees from their job.
Set organisational policies: Participate in setting organisational policies that cover issues such as participant eligibility, program requirements, and program benefits for the service users.
Supervise daily information operations: Direct daily operations of different units. Coordinate program/project activities to assure the respect of costs and time.
Manage logistics: Create logistic framework for transporting goods to customers and for receiving returns, execute and follow up the logistics processes and guidelines.
Schedule shifts: Plan staff time and shifts to reflect the demands of the business.
Develop revenue generation strategies: Elaborate methodologies through which a company markets and sells a product or service to generate income.
Delegate activities: Delegate activities and tasks to others according to the ability, level of preparation, competence and legal scope of practice. Make sure that people understand what they should do and when they should do it.
Meet picking standards: Perform picking activities in a way that meets quality standards.
Produce sales reports: Maintain records of calls made and products sold over a given time frame, including data regarding sales volumes, number of new accounts contacted and the costs involved.
Supervise work: Direct and supervise the day-to-day activities of subordinate personnel.
Plan health and safety procedures: Set up procedures for maintaining and improving health and safety in the workplace.
Manage customer service: Manage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.
Develop recreation programmes: Develop plans and policies which aim to provide the desired recreation activities to a target group or in a community.
Respond to customers’ inquiries: Answer customers’ questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.
Manage recreational facility: Manage the daily operations of a cultural facility. Organise all activities and coordinate the different departments functioning within a cultural facility. Develop a plan of action and arrange the necessary funds.
Analyse goal progress: Analyse the steps which have been taken in order to reach the organisation’s goals in order to assess the progress which has been made, the feasibility of the goals, and to ensure the goals can be met according to deadlines.
Promote recreation activities: Promote the implementation of recreation programs in a community, as well as recreation services provided by an organisation or institution.
Train employees: Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
Liaise with managers: Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
Follow company standards: Lead and manage according to the organisation’s code of conduct.

This knowledge is sometimes, but not always, required for the role of spa manager. However, mastering this knowledge allows you to have more opportunities for career development.

Counselling methods: Counselling techniques used in different settings and with various groups and individuals, especially concerning methods of supervision and mediation in the counselling process.
Bookkeeping regulations: The methods and regulations involved in the process of accurate bookkeeping.
Advertising techniques: The communication strategies intended to persuade or encourage an audience, and the different media which are used to achieve this goal.
Accounting: The documentation and processing of data regarding financial activities.

These skills and competences are sometimes, but not always, required for the role of spa manager. However, mastering these skills and competences allows you to have more opportunities for career development.

Sell services: Encourage sales by identifying the customer’s buying needs and by promoting benefits and features of the organisation’s services. Respond to and resolve customer objections and agree to mutually beneficial terms and conditions.
Implement marketing strategies: Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
Order supplies: Command products from relevant suppliers to get convenient and profitable products to purchase.
Coordinate events: Lead events by managing budget, logistics, event support, security, emergency plans and follow up.
Manage budgets: Plan, monitor and report on the budget.
Sell products: Encourage sales by identifying the customer’s buying needs and by promoting benefits and features of the organisation’s products. Respond to and resolve customer objections and agree to mutually beneficial terms and conditions.
Sell tickets: Exchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.
Assess employees’ capability levels: Evaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.
Manage profitability: Review on a regular basis sales and profit performance.
Create a financial plan: Develop a financial plan according to financial and client regulations, including an investor profile, financial advice, and negotiation and transaction plans.
Interview people: Interview people in a range of different circumstances.
Promote cultural venue events: Work together with museum or any art facility staff to develop and promote its events and programme.
Manage workflow processes: Develop, document and implement traffic and workflow processes across the company for different functions. Liaise with several departments and services such as account management and the creative director to plan and resource work.
Measure customer feedback: Evaluate customer’s comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Evaluate employees: Analyse employees’ individual performance over a certain time span and communicate own conclusions to the employee in question or higher management.
Fix meetings: Fix and schedule professional appointments or meetings for clients or superiors.
Administer appointments: Accept, schedule and cancel appointments.
Manage payroll: Manage and be responsible for employees receiving their wages, review salaries and benefit plans and advise management on payroll and other employment conditions.
Manage inventory: Control product inventory in balance of availability and storage costs.
Check in guests: Inscribe visitors and guests at the spa by entering the appropriate information and running necessary reports from a computer system.
Coordinate advertising campaigns: Organise course of action to promote a product or service; oversee the production of TV advertisements, newspaper and magazine ads, suggest mail packs, email campaigns, websites, stands and other advertising channels

1431 – Sports, recreation and cultural centre managers

 

 

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References

1. Spa manager – ESCO