Experienced Spa Operations Manager

Spa Operations Manager

ABOUT US

At Africology, awareness is a daily practice and wisdom guides how we work. We value presence, sound judgement, emotional intelligence, conscious communication, and personal responsibility. Employees are expected to deepen their understanding of themselves, their craft, and the living systems they work with so that their decisions are thoughtful, ethical, and aligned with the brand.

ROLE PURPOSE & LOCATIONS UNDER MANAGEMENT

The Spa Operations Manager is the senior hands-on operational lead for Africology's boutique spa and retail locations. The role is accountable for consistent service, disciplined operating controls, reliable systems and reporting, stock and financial governance, retail performance, and capable site leadership.

The strongest candidate will combine a recognised therapy qualification with proven commercial management experience. They must be comfortable moving between guest-facing problem solving, detailed system and stock control, coaching teams, and holding managers accountable across several locations.

Gauteng (Weekly Travel Required)

• 1 Retail Store – Pretoria
• 2 Boutique 5-Star Spas – Johannesburg

Western Cape (Assistance as needed)

• 1 Retail Store – Cape Town
• 1 Boutique Spa – Cape Town
• Site visits are coordinated with the HR/Operations Manager

DUTIES & RESPONSIBILITIES

KEY PERFORMANCE INDICATORS: but not limited to

Every location consistently meets Africology's service, hygiene, grooming, safety, merchandising, and operating standards.

Guest concerns are resolved promptly, discreetly, and fairly, with recurring causes identified and corrected.

ESP, point-of-sale, cash-up, commission, pricing, treatment, stock, recipe, and barcode data remain accurate and controlled.

Stock variances, shrinkage, reporting gaps, and process failures are identified early and followed through to resolution.

Spa Supervisors, reception teams, retail staff, and therapists understand their targets, receive useful coaching, and are held accountable for performance.

Management receives complete, accurate, and timely operational, payroll-support, sales, stock, and performance reporting.

Retail growth is supported through product knowledge, consultative selling, correct merchandising, and consistent promotional execution.

Responsibilities

Guest Experience and Service Standards

• Own escalated guest matters from acknowledgement to documented resolution.
• Enforce five-star boutique spa standards at every guest touchpoint.
• Coach teams in consultation, recommendation, communication, and personalised service.
• Oversee digital customer-service channels and ensure responses are accurate, professional, and consistent with the Africology tone.
• Manage the Client Complaint Corrective Action process and track repeated service failures.
• Support Directors with sensitive guest matters and maintain strict confidentiality.

Operational Control and Front Desk

• Enforce opening, closing, booking, deposit, voucher, refund, therapist-allocation, and end-of-day procedures.
• Review cash-ups, petty cash, exceptions, and system records for accuracy and compliance.
• Conduct structured site audits covering guest areas, treatment rooms, hygiene, grooming, retail presentation, equipment, and safety.
• Assign corrective actions, owners, and due dates, and confirm that actions are completed.
• Coordinate resources and operational support across locations during busy periods and disruptions.

Retail and Commercial Performance

• Monitor retail sales, conversion, average sale, promotional results, and site performance against agreed targets.
• Train and coach teams on product knowledge, treatment-to-homecare recommendations, promotions, and brand storytelling.
• Maintain luxury retail merchandising and promotional standards.
• Diagnose underperformance and implement site-specific corrective plans.

Systems Data and Reporting

• Own the integrity of ESP configuration and data, including treatments, pricing, stock items, recipes, barcodes, commissions, and relevant user practices.
• Oversee system-driven promotions and SMS marketing activities approved by management.
• Prepare accurate sales, variance, productivity, payroll-support, and operating reports.
• Use Excel confidently to check data, identify exceptions, and present clear findings to management.

Stock and Financial Control

• Plan and oversee weekly and monthly stock counts, investigate variances, and document corrective action.
• Control ordering, receiving, transfers, adjustments, and stock movement between sites.
• Train employees on stock accountability and implement measures that reduce shrinkage and protect gross profit.
• Submit accurate timesheets, leave, overtime, and commission information for payroll processing.
• Support target setting, performance analysis, budgeting, and operational growth planning.

Leadership and People Management

• Lead Spa Supervisors, reception teams, retail staff, and therapists through clear expectations, regular feedback, and visible follow-through.
• Participate in interviews, practical trade tests, onboarding, probation reviews, and performance evaluations.
• Enforce standards for attendance, punctuality, grooming, conduct, and confidentiality.
• Identify skill gaps, coordinate training, and build internal leadership capability.
• Partner with HR and Customer Support on employee matters, service recovery, and operational alignment.

QUALIFICATION AND EXPERIENCE

QUALIFICATIONS:

• Recognised qualification in Somatology or Spa Therapy, such as CIDESCO, SAAHSP, ITEC, or an equivalent qualification.
• At least five years of experience in a luxury spa environment.
• At least two years of supervisory or management experience in spa, wellness, or hospitality operations.
• Demonstrable experience with ESP Spa Management or a comparable spa system, point-of-sale controls, stock management, and operational reporting.
• Experience handling serious guest complaints and service-recovery matters professionally.
• A valid driver's licence and willingness to travel weekly across Gauteng and to the Western Cape when required.
• Working proficiency in Excel, including the ability to review reports, reconcile information, and identify variances.
• Availability to provide reasonable support during promotions, peak seasons, and operational escalations.

EXPERIENCE:

• Minimum 5 years’ experience in a luxury spa environment.
• At least 3 years in a supervisory or management role within a spa or hospitality setting.
• Strong experience in:

o ESP Spa Management System

o POS systems (Concept/ESP)

o Stock control, variance management

o Retail performance and staff sales training

o Handling guest escalations professionally

o Multi-site operations management

• Previous experience in a 5-star hotel spa or premium wellness brand is highly desirable.

KEY SKILLS AND ATTRIBUTES

• Operational discipline: Uses checklists, audits, exception reports, clear owners, and follow-up to keep several sites consistent.
• Commercial judgement: Connects guest needs, treatment recommendations, retail conversion, labour, stock, and gross profit without compromising service.
• Leadership Sets clear standards, coaches constructively, addresses poor performance, and develops supervisors who can run their sites.
• Problem solving: Separates symptoms from root causes, acts calmly under pressure, and records corrective action.
• Communication: Communicates directly and respectfully with guests, employees, HR, and Directors; protects confidential information.
• Analysis and accuracy: Checks source data, investigates variances, and produces concise reports that management can act on.

WORKING STRUCTURE & TRAVEL REQUIREMENTS

• Position is based at Randburg Office.
• Daily travel to all Gauteng spas and retail stores to conduct checks, audits, training, and operational support.
• Western Cape support provided as needed, with visits coord