Job Description
Responsibilities:
Revenue Management
Develop and implement strategies to achieve revenue targets for service revenue, retail sales, and enhancements.
Set individual and team targets based on monthly and yearly goals, analyzing data to determine what needs to be achieved in each category.
Monitor performance through daily, weekly, and monthly KPI reports, adjusting strategies as needed to ensure targets are met.
Motivate and guide the team to upsell enhancements and cross-sell retail products, providing tools and training to achieve goals.
Analyze revenue data to identify high-performing areas and opportunities for improvement.
Customer Experience
Lead, supervise, and inspire the spa team to deliver outstanding customer service to all guests.
Handle guest complaints promptly and professionally, aiming for resolution within 24 hours.
Train and empower the team to address client feedback effectively and make onthe-spot decisions to ensure client satisfaction.
Use customer feedback (questionnaires, online reviews, etc.) to continuously improve service offerings and guest experiences.
Operational Excellence
Ensure the spa operates efficiently and profitably, maintaining a smooth workflow in all areas.
Manage booking schedules to maximize room and therapist utilization, ensuring fairness and efficiency.
Oversee the cleanliness, hygiene, and maintenance of spa facilities, including regular inspections and coordination with maintenance teams.
Host daily briefings with the team to align objectives and communicate priorities.
Ensure adherence to all health, safety, and hygiene regulations, including Dubai Municipality requirements.
Collaboration with Hotel
Build and maintain strong relationships with hotel management and front-ofhouse teams.
Ensure the hotel staff is informed and motivated to promote the spa to guests, driving bookings and walk-in traffic.
Collaborate with the hotel team to organize promotions, packages, or events that encourage spa usage.
Team Leadership & Development
Set clear, achievable individual and team goals, aligned with revenue and service targets.
Coach and mentor team members to develop their skills in consultation, service delivery, and retail sales.
Conduct regular one-on-one sessions, appraisals, and team training sessions to address performance and skill gaps.
Identify high-potential employees and create succession plans to nurture talent for future leadership roles.
Foster a collaborative, motivated work environment with open communication and consistent feedback.
Sales & Marketing
Ensure all team members are fully briefed on current promotions, packages, campaigns, and upcoming marketing initiatives to ensure consistent communication with clients.
Work closely with the Head Office Marketing Executive on the implementation and execution of all spa-level campaigns and activations.
Maintain clear and consistent communication with the marketing team regarding client behaviour, booking trends, guest feedback, traffic sources, campaign performance, and any operational factors impacting results.
Provide regular feedback and on-the-ground insights on what campaigns, offers, and initiatives are performing well or underperforming, with recommendations for improvement where relevant.
Support the marketing team by ensuring all in-spa branding, promotional materials, displays, and campaign touchpoints are implemented correctly and maintained to brand standards.
Assist in identifying opportunities to increase client retention, rebooking, retail sales, and overall spa footfall through local initiatives and collaboration with the marketing team.
Ensure accurate tracking and reporting of campaign-related activity when required, including client feedback, redemption trends, and operational observations that may impact campaign performance.
Financial Management
Support the management of the spa’s operational budget alongside Head Office, helping to control costs, maximize revenue opportunities, and maintain the highest service and operational standards at all times.
Manage purchasing and inventory to ensure optimal stock levels while minimizing waste.
Oversee all end-of-day reporting procedures and ensure accuracy and timely completion by the team.
Prepare, review, and monitor weekly and monthly reports to maintain clear visibility on business performance and progress toward targets.
Use financial and operational reports to understand monthly performance trends, identify opportunities, and proactively support target achievement strategies.
Ensure accurate tracking of daily bookings, retail sales, client enhancements, and other key metrics to support informed business decisions.
Required Skills
Key Accountabilities
Achieve or exceed revenue targets across all revenue streams (services, retail, enhancements).
Build strong relationships with the hotel team to drive spa traffic and promote collaboration.
Maintain high client retention rates by delivering exceptional guest experiences.
Develop and sustain a high-performing, motivated team aligned with company objectives.
Qualifications and Skills
Minimum 5 years of experience in spa management or a related role in hospitality.
Proven track record of achieving revenue and service targets.
Strong leadership and team management skills with the ability to inspire and motivate.
Excellent customer service and complaint resolution abilities.
Strong financial acumen and ability to analyze performance data to inform strategy.
Exceptional communication and interpersonal skills for collaboration with hotel teams and clients.
Fluency in English and Arabic is preferred.