Luxury Spa Manager — Gold Standards Leader

The Ritz-Carlton Hotel Company, L.L.C.; Sydney; On-site; AUD 120,000 - 170,000; Full time

Job summary

The Ritz-Carlton Hotel Company, L.L.C. is seeking a Spa Operations Manager to supervise daily activities of Ladies & Gentlemen delivering spa experiences across treatment rooms, reception, hydrotherapy, guest lounges, and locker areas.

You will report to the Hotel Manager and ensure impeccable service, luxury standards, and adherence to budget targets. With responsibility for budget controls, staff coaching, and guest feedback, you will lead a high-performing team to deliver exceptional wellness

Qualifications

• High school diploma or GED.
• 2 years of experience in spa operations, guest services, wellness, or a related professional area within a luxury resort environment.

Responsibilities

• Reports directly to the Hotel Manager and assumes operational leadership of the spa facility in their absence or as required.
• Ensures all Ladies & Gentlemen have appropriate luxury supplies, treatment products, linen, equipment, and uniforms to execute immaculate service.
• Comprehends budgets, operating statements, therapist utilization reports, and payroll progress to assist in the daily financial management of the spa department.
• Manages spa inventory, retail stock, and operational equipment efficiently within defined budget parameters.
• Maintains impeccably clean, serene, and safe spa facilities, treatment rooms, and hydrotherapy areas in compliance with health standards.
• Understands the impact of spa operations on overall resort profitability, driving revenue and controlling costs to achieve or exceed targets.
• Serves as a role model for The Ritz-Carlton Gold Standards, Credo, and warm hospitality.
• Interacts directly with guests to obtain feedback on treatment quality, product efficacy, and overall wellness experiences.
• Handles guest feedback and complaints proactively, taking immediate ownership to ensure total recovery and satisfaction.
• Empowers team members to deliver personalized, unexpressed guest care and bespoke wellness journeys.
• Emphasizes guest satisfaction during daily briefings and line-ups, driving continuous service enhancement.
• Fosters open, collaborative communication using an “open door” policy and reviews associate engagement results to address team priorities.
• Sets clear expectations and operational standards for therapists, receptionists, and spa attendants.
• Coordinates with the Hotel Manager and Human Resources on performance management, associate relations, or staffing priorities.
• Observes service delivery and treatment techniques, providing constructive feedback and individualized coaching.
• Participates in progressive coaching and discipline procedures in accordance with SOPs and LSOPs and Fair Treatment policies.
• Drives associate recognition programs, celebrating successes and highlighting outstanding contributions during team line‑ups.
• Facilitates comprehensive luxury spa orientation and onboarding programs for new hires.
• Conducts ongoing skills development, product knowledge modules, and wellness protocol training.

Skills

Leadership

Guest service

Communication

Education

High school diploma or GED

Job description

The Ritz-Carlton Hotel Company, L.L.C. is seeking a Spa Operations Manager to supervise daily activities of Ladies & Gentlemen delivering spa experiences across treatment rooms, reception, hydrotherapy, guest lounges, and locker areas.

You will report to the Hotel Manager and ensure impeccable service, luxury standards, and adherence to budget targets. With responsibility for budget controls, staff coaching, and guest feedback, you will lead a high-performing team to deliver exceptional wellness