Spa Guest Service Manager

Southall; Southall; On-site; GBP 60,000 - 80,000; Full time

Job summary

A premier hospitality destination in Southall seeks a Spa Guest Service Manager to oversee operations from guest reception to departure. The ideal candidate will have 2–4 years of leadership experience in luxury settings, a strong understanding of service excellence, and the ability to train and inspire a team. This role offers a competitive compensation package, including health benefits and opportunities for internal growth. Flexibility in working hours is essential as it includes evenings and weekends.

Benefits

Competitive compensation package

Medical, dental, and vision benefits

Generous paid time off

401k with company match

Free daily meals

Employee Assistance Program

Qualifications

• 2–4 years of leadership experience in hospitality or wellness.
• Minimum of 1 year in a luxury hotel or resort environment.
• Ability to stand and work outdoors for extended periods.
• Able to lift up to 50 lbs.

Responsibilities

• Oversee Spa guest journey from reception to departure.
• Train and empower team members for tailored service.
• Audit Spa areas for cleanliness and 5-star service.
• Coordinate Inn Group Spa bookings and manage feedback.
• Ensure compliance with hospitality regulations.

Skills

Leadership experience

Luxury hotel standards

Budget and P&L management

Exceptional communication

Guest-focused service

Education

Bachelor’s degree

Job description

Southall is a premier destination that brings nature, produce, and people together in a powerful and unique way, and we currently seek a leader who will bring our Spa at Southall service to new heights.

As the Spa Guest Service Manager, you will oversee the operations of the guest journey from Spa reception to departure, ensuring that the guest has a thoughtful and seamless experience at each stage. Your contributions will enable holistic hospitality and well-being experiences that inspire lasting memories.

Key Responsibilities

• Partner closely with the Southall Experience Specialist team, Sales, Housekeeping and Maintenance teams, to best meet the needs and requests of guests.
• Thoroughly research in-house guests to provide service tailored to the individual; train and empower Team Members to do the same.
• Audit all areas of the Spa regularly to ensure 5-star service, cleanliness and proper functioning, coordinating with Spa team, Housekeeping and Maintenance to showcase picture perfect spaces to guests at all times.
• Train, lead, coach and ensure accountability for Spa Concierge team.
• Create schedule, balancing smart labor practices with guest service and suitable coverage.
• Work closely with Spa Manager to organize and coordinate events and promotions to increase guest satisfaction.
• Oversee and coordinate all Inn Group Spa bookings.
• Respond to in-person and online guest feedback and provide timely resolution of concerns.
• Manage financial transactions, accurately accounting for payments and deposits.
• Ensure compliance with all hospitality regulations and policies.
• Provide coverage to the Spa desk, answering phones and emails, booking appointments, and Spa Activities, all while setting the standard for and training Spa Concierges and Hosts.

Skills & Experience

• 2–4 years of leadership experience, ideally within the hospitality or wellness sector.
• Minimum of 1 year in a luxury hotel or resort environment (Relais & Châteaux/Forbes standards preferred).
• Pre‑opening or expansion experience a plus.
• Strong understanding of budgets, P&L management and business planning.
• Proven track record of excellence, awards or industry recognition preferred.
• Exceptional communication and training skills with the ability to motivate and inspire teams.
• Highly organized, detail‑oriented and able to maintain a pristine work environment.
• Guest‑focused with impeccable hospitality instincts.
• Flexible schedule, including evenings, weekends and holidays.

Education & Requirements

• Bachelor’s degree preferred; equivalent training and experience considered.
• Ability to walk, stand, and work outdoors for extended periods.
• Able to push, pull, and lift up to 50 lbs.
• Professional, polished appearance and demeanor.

OUR BENEFITS

• Competitive compensation package
• Medical, dental, vision, short and long‑term disability, company‑provided life insurance
• Generous paid time off accruals
• 9 paid holidays annually
• 401k and company match
• Best‑in‑class Employee Assistance Program
• Free weekly outdoor activities and wellness classes
• 30% internal discounts
• Fresh and free daily meal
• Bountiful internal growth opportunities

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.