Business Manager- SPA

Business Manager 

Job Description

Position Title: Spa Business Manager

Reports To: Business Owner / Managing Director

Employment Type: Full-time

Role Summary

The Spa Business Manager is responsible for overseeing the daily operations, financial

performance, staff management, client satisfaction, and strategic growth of the spa. This role

demands a combination of leadership, operational expertise, customer service excellence, and

strong business acumen. The Spa Business Manager ensures that the spa operates smoothly,

clients receive exceptional service, and the business meets revenue, profitability, and brand

standards.

Key Responsibilities

Operational Management

• Oversee all spa operations including front desk, beauty services, massage, nails, and body

treatments.

• Develop and enforce daily operational workflows and standard operating procedures

(SOPs).

• Ensure smooth appointment scheduling, minimal wait times, and efficient service

delivery.

• Monitor cleanliness, ambiance, and facility maintenance to align with luxury spa

standards.

• Manage stock levels, order supplies, and reduce wastage.

• Ensure equipment is functioning properly, serviced, and safe to use.

Staff Leadership & Human Resource Management

• Lead, motivate, and supervise spa therapists, technicians, receptionists, and support staff.

• Conduct recruitment, onboarding, performance reviews, and disciplinary actions when

necessary.

• Create staff schedules, ensuring adequate coverage during peak hours.

• Facilitate training sessions on product knowledge, service excellence, and customer care.

• Foster a positive work environment, ensuring high morale and teamwork.

Monitor staff performance using metrics and KPIs.

Client Experience & Relationship Management

• Ensure every client receives premium, consistent, and memorable service.

• Handle client escalations, feedback, and service recovery professionally.

• Manage client retention strategies and loyalty programs.

• Oversee the customer journey—from booking to service to follow-up—to ensure a

seamless experience.

• Maintain a high customer satisfaction rating across all platforms.

Sales & Revenue Growth

• Develop and execute strategies to increase bookings, product sales, and repeat business.

• Drive seasonal promotions, service bundles, and wellness packages.

• Monitor daily, weekly, and monthly sales performance.

• Collaborate with marketing teams to create targeted campaigns.

• Lead upselling and cross-selling initiatives through staff training and accountability.

• Track revenue performance and identify areas for improvement or expansion.

Financial Management

• Prepare budgets, manage expenses, and monitor profit margins.

• Develop tactical and competitive service pricing

• Oversee daily financial reconciliation (POS, inventory, POS transactions).

• Reduce operational costs without compromising quality.

• Analyze financial reports and provide monthly performance summaries to the owner.

• Implement cost-control strategies for products, labour, and utilities.

Marketing & Brand Development

• Work with marketing and digital teams to enhance online presence and brand identity.

• Ensure consistent, high-quality content for social media, promotions, and client

communications.

• Maintain partnerships with influencers, vendors, and wellness brands.

• Coordinate events, workshops, or open-house promotions to drive visibility and bookings.

Compliance & Quality Control

• Ensure full compliance with health and safety regulations.

• Maintain strict hygiene, sanitation, and sterilization practices.

• Ensure staff adherence to spa protocols and service standards.

• Conduct regular audits and implement corrective actions where necessary.

Innovation & Service Development

• Research and introduce new treatments, technologies, and wellness trends.

• Evaluate client feedback and market insights to improve or expand service offerings.

• Maintain relationships with top product suppliers to source premium spa products.

• Innovate service experiences to keep the spa competitive and relevant.

Required Skills & Qualifications

• Bachelor’s degree in Business Management, Hospitality, Spa Management, or related

field (preferred).

• Minimum 2–4 years experience in spa, salon, wellness, or hospitality management.

• Strong leadership and team management skills.

• Excellent communication, customer service, and interpersonal abilities.

• Strong organizational skills and attention to detail.

• Knowledge of spa treatments, beauty services, and wellness products.

• Proficiency with spa management software (booking platforms, POS systems).

• Financial literacy (budgeting, reporting, targets, KPIs).

• Ability to work under pressure and manage conflict professionally.

• Professional, polished appearance and conduct.