Deputy Spa Manager

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Located in the Cotswold, Cowley Manor is one of the most famous buildings in the country. The luxury boutique hotel is composed of 31 rooms, a bar and a restaurant along with an incredible terrace, fantastic grounds and a stunning C-Side Spa.

Based in: Cowley Manor, Cowley, Cheltenham, GL53 9NL

Reports to: Group Spa Manager & Cowley Manor Spa Manager

Duties & Responsibilities

The Wellness Manager must have spa treatment certifications and experience with spa training.

Guest Welcome & Client Experience

• Provide personalised attention to each guest and ensure their comfort at every stage (before, during, and after the treatment).
• Be the main point of contact throughout the entire guest journey.
• Warmly welcome clients, offer a tour of the facilities, and explain their proper use.
• Conduct in-depth consultations to understand the guest’s specific needs and tailor treatments accordingly.
• Offer post-treatment advice and recommend suitable products.
• Handle delicate situations with diplomacy to turn any dissatisfaction into a positive experience.
• Promote treatments, services, and products with enthusiasm.
• Ensure impeccable service quality aligned with the property's standards.
• Manage guest complaints and ensure proper follow-up with management.
• Expert in Biologique Recherche facial protocols.

Treatment Management & Team Coordination

• Lead the team of therapists: manage schedules, coordinate daily operations, motivate, and supervise.
• Oversee treatment operations across 4 cabins (massages, facials, beauty treatments).
• Implement, monitor, and enforce treatment protocols.
• Responsible for the development of facial treatments (hotel guests & local clientele).
• Ensure continuous training of the team in technical skills and brand updates.
• Understand and enforce brand-specific treatment protocols.
• Master product knowledge to provide personalized and effective advice.
• Create offers, promotions, and marketing initiatives in coordination with management.
• Manage and optimize the treatment schedule.
• Ensure treatment room quality, hygiene, and overall guest experience.

Retail Management

• Oversee product orders and stock management.
• Conduct monthly inventory checks.
• Implement and monitor merchandising for the boutique and spa retail areas.
• Develop a consultative sales strategy.
• Handle complaints related to products or retail treatments.
• Ensure retail sales objectives are tracked and achieved.

Cross-Functional Collaboration & Coordination

• Work closely with Spa Manager on:
• Coordinating combined client journeys (spa facilities + treatments).
• Ensuring consistent service quality across the spa.
• Maintain direct relationships with partner brands.
• Follow up on marketing actions and spa promotion.
• Participate in the facilitation of team-wide meetings.
• Provide regular reporting to the hotel management and to Morgane.
• Track and analyze spa performance indicators.

Standards & Procedures

• Ensure public areas are presented and maintained according to set standards.
• Supervise spa cleanliness, hygiene, and safety.
• Guide therapists in upholding treatment room standards.
• Ensure grooming and professional presentation across the team.
• Report on technical issues to the maintenance department.

Leadership & Supervision

• Keep staff training files up to date.
• Supervise the team in the absence of the Spa Manager.
• Able to step into the Spa Manager role when required.

What it is like to work for us?

Whether you’re looking for an entry-level employment or a new opportunity to evolve, we make a point to recruit, develop, and retain the most motivated and talented people from all backgrounds and skills. Here is what we can offer:

• On the job and personalised training to develop the technical and managerial skills necessary to develop a clear career path: weekly masterclass, internal training & training with brands, incentive, etc.
• Possibility of inner company mobility within our foreign venues such as Italy, France, Spain or Switzerland.