Spa Director

marina bay sands pte. ltd.; Singapore; Sur place; SGD 180 000 - 280 000; Plein temps

Résumé du poste

Marina Bay Sands Pte. Ltd. is seeking a Spa & Wellness Director to lead the spa and wellness business across all facilities, driving guest experience, revenue growth, and brand standards with a focus on service design and QA.

The role oversees pre-opening readiness, SOPs, recruitment, training, and soft‑opening execution, coordinating with Owners, Project/Facilities, Hotel Operations, Sales & Marketing, and HR to ensure on‑time, on‑budget delivery and a luxury guest journey.

Qualifications

• Minimum 6 years of progressive leadership experience within luxury spa and wellness operations.
• Minimum 3 years in a senior supervisory or leadership capacity (Spa Manager/Director).
• Demonstrated track record in budgeting, cost control, and full P&L accountability.
• Pre-opening and project-management experience is an advantage.

Responsabilités

• Set the overall operating vision for spa and wellness, delivering high standards of professionalism, efficiency, and care.
• Oversee daily outlet operations and end-to-end service quality across all spa and wellness venues.
• Maintain a calm, refined atmosphere with exceptional hygiene and safety standards.
• Lead pre-opening readiness, including SOPs, systems, recruitment, and training.
• Own guest feedback and service recovery to strengthen satisfaction and loyalty.
• Shape pre-opening menus and retail strategy to maximise returns and ensure stock readiness.
• Partner with Hotel Operations and Sales & Marketing to align campaigns and guest initiatives.
• Deliver complete operational, financial, and administrative reporting.

Connaissances

Leadership

Financial management

Guest experience

Formation

Diploma or degree in Hospitality Management

CIDESCO / CIBTAC / ITEC certifications

Description du poste

Job Summary

The Spa & Wellness Director leads the spa and wellness business, overseeing guest experience, financial performance, team culture, and brand standards across all facilities. The role drives high-performing operations through strong service design, clear standards, quality assurance, and revenue growth across treatments, retail, partnerships, and yield management.

With a strong pre‑opening focus, the Director leads readiness planning, including SOPs, systems, recruitment, training, and soft‑opening execution. Working with Owners, Project/Facilities, Hotel Operations, Sales & Marketing, and HR, the role tracks milestones, manages risks, and ensures regulatory, safety, and brand requirements are met for an on‑time, on‑budget, guest‑ready opening.

Job Responsibilities

Operations & Guest Experience

• Set the overall operating vision for the spa and wellness areas, delivering consistently high standards of professionalism, efficiency, and genuine care.


• Oversee daily outlet operations, facility presentation, and end‑to‑end service quality across all spa and wellness venues.


• Maintain a calm, refined atmosphere supported by exceptional hygiene and a zero‑compromise approach to safety.


• Be present and actively involved during peak periods to keep service flow smooth and standards consistent.


• Own guest feedback and service recovery, strengthening satisfaction and loyalty through responsive follow‑up and effective stakeholder engagement.


• Build and test pre‑opening operating flows—guest journey, reservations, consultations, treatment delivery, and post‑treatment care to support a seamless launch.


• Set service rituals, performance standards, and QA controls (treatment audits, walkthroughs, and checks) and embed them across every outlet.


• Run pre‑opening readiness checks and ramp‑up plans with Engineering and Housekeeping to confirm treatment rooms, wet areas, and back‑of‑house are guest‑ready.

Financial & Commercial Management

• Own the annual budget cycle and day‑to‑day budget stewardship, with full responsibility for departmental P&L results.


• Keep departmental costs tightly managed and within agreed spend parameters.


• Introduce process and productivity improvements that lift efficiency, grow revenue, and enhance profitability.


• Accelerate treatment, retail, and programme performance via smart pricing, targeted promotions, and disciplined product strategy.


• Create the pre‑opening business plan, revenue projections, and ramp‑up approach (soft opening, launch offers, and yield levers) to deliver opening and year‑one targets.


• Shape the treatment menu and retail range (supplier terms, margins, and replenishment logic) to maximise returns and ensure stock readiness from opening day.

Sales, Marketing & Brand Representation

• Act as the spa’s ambassador for sales initiatives, marketing activity, and promotional events as needed.


• Strengthen market presence by nurturing long‑term relationships with existing and potential guests.


• Keep facilities, wellness programming, and retail merchandising visually strong and aligned to commercial priorities.


• Partner with Hotel Operations and Sales & Marketing to synchronise campaigns, offers, and guest‑facing initiatives.


• Manage pre‑opening marketing outputs—collateral, menu copy, photo/video production, digital assets, and PR narratives—so launch communications reflect the brand.


• Create and deliver partnership plans, including membership and wellness programme propositions.

People Leadership & Associate Relations

• In partnership with HR, lead hiring and onboarding for supervisors and associates, and support their ongoing development.


• Develop a high‑performing team through clear expectations, structured coaching, capability building, and consistent performance management.


• Uphold impeccable grooming and uniform standards, ensuring every interaction reflects a polished, luxury guest experience.


• Manage workforce planning, rosters, and leave schedules to maintain appropriate coverage at all times.


• Handle misconduct and underperformance promptly and impartially, following company policies and procedures.


• Prepare the pre‑opening staffing model (org chart, role profiles, recruitment milestones, and onboarding waves) to ensure full coverage at opening and through ramp‑up.


• Put in place leadership rhythms and communication routines (briefings, QA reviews, and service huddles) that reinforce a high‑performance, wellness‑led culture.

Training & Talent Development

• Confirm all new associates complete required hotel and spa/wellness orientation before starting operational duties.


• Together with the Spa & Wellness Training Manager, refresh training content regularly to reflect changing guest expectations, techniques, and industry best practice.


• Select, coach, and progress associates against role competencies and defined service standards.


• Develop a pre‑opening training plan together with Spa & Wellness Training Manager, covering product knowledge, protocols, retail selling, consultation, and hygiene, with assessments/certification before live guest service.


• Conduct soft‑opening rehearsals and scenario drills (including emergencies) to confirm timing, readiness, and service consistency ahead of the official opening

Administration& Reporting

• Deliver complete and accurate operational, financial, and administrative reporting within required timelines and company standards.


• Align rosters and stock controls to trading patterns to meet service needs without waste.


• Monitor consumables and operating supplies to ensure optimal par levels and uninterrupted service delivery.


• Implement and oversee spa systems and controls (POS/booking, daily revenue reporting, commission logic, and cash/stock governance) to support opening readiness and ongoing compliance.


• Maintain current SOPs, templates, and checklists (opening/closing, hygiene, linen flow, maintenance and incident logs) in line with brand and regulatory requirements.

Projects& Pre‑Opening Support

• Support spa and wellness builds, upgrades, and renovations, ensuring designs translate into brand‑compliant and operationally practical outcomes.


• Work with owners, partners, and hotel teams to obtain required licences, permits, and regulatory clearances.


• Assist with deployment logistics such as visas, work permits, and local hiring support where relevant.


• Coordinate across project, procurement, and marketing stakeholders to deliver smooth openings, transitions, and handovers.


• Manage opening procurement and supplier onboarding for equipment, consumables, amenities, and uniforms, including commissioning, PM requirements, and warranty documentation.


• Maintain the spa readiness tracker covering people, products, facilities, systems, and standards, and drive closure of all pre‑opening actions by agreed deadlines.


• Arrange commissioning, testing, and any required certifications for equipment, ensuring safe operation, PM plans, and spare‑parts readiness.


• Lead the handover from Project/Facilities to Operations, securing and filing warranties, manuals, as‑built documentation, and maintenance schedules.


• Complete documentation, training, and sign‑off for SOPs, treatment protocols, risk assessments, and hygiene controls before soft opening.


• Track and mitigate critical‑path risks (constraints and dependencies) and prepare contingencies for staffing shortfalls, supplier delays, or incomplete works.


• Manage soft‑opening feedback and early‑operations defect resolution, coordinating snag lists and follow‑through with contractors and vendors.

General Responsibilities

• Adapt operations proactively in response to evolving business, market, and industry conditions.


• Uphold company policies, ethical standards, and professional conduct at all times.


• Safeguard and enhance the company’s reputation, brand equity, and commercial interests.


• Undertake additional responsibilities as assigned, aligned with role objectives.


• Champion continuous‑improvement initiatives and special projects (new treatment launches, seasonal activations, and process optimisation) from concept through execution and post‑implementation review.

Performance Evaluation Criteria

• Overall financial and commercial performance of the spa


• Quality and consistency of treatments, facilities, and hygiene standards


• Guest satisfaction outcomes, feedback scores, Forbes assessments, and mystery‑shopper results


• Associate engagement, capability development, and retention


• Effectiveness of administration, reporting, and cross‑functional collaboration

Job Requirements

Education and Certification

• Diploma or degree in Hospitality Management, Business Administration, Wellness, or Spa Management


• Professional spa or wellness certifications (e.g., CIDESCO, CIBTAC, ITEC, or equivalent)

Experience

• Minimum 6 years of progressive leadership experience within luxury spa and wellness operations


• Minimum 3 years in a senior supervisory or leadership capacity (Spa Manager, Assistant Spa Director, or Spa Director), with demonstrated capability in coaching and talent development


• Demonstrated track record in financial management, including budgeting, cost control, and full profit and loss accountability


• Commercial acumen across sales strategy, marketing initiatives, retail performance, and guest‑experience optimisation


• Pre‑opening and project‑management experience is considered a strong advantage