TCM Spa Operations Manager

HONG FENG YU YI PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A luxury spa management company in Singapore seeks a skilled leader to oversee the client experience, drive sales, and manage daily operations. The successful candidate will ensure a high-quality service that aligns with the company's brand values. Responsibilities include staff training, operational management, and financial oversight. Candidates should possess strong leadership ability and experience in client service. This role offers a dynamic environment focused on continuous improvement and customer satisfaction.

Qualifications

• Experience in managing client journeys and service excellence.
• Proven sales skills and ability to drive revenue.
• Strong operational management capabilities.
• Effective team leadership and training experience.

Responsibilities

• Oversee the end-to-end client journey for a seamless experience.
• Drive monthly sales targets by creating promotions and upselling opportunities.
• Manage daily spa operations for smooth coordination.
• Lead and motivate spa staff to maintain high service standards.
• Prepare and track monthly budgets and operational costs.
• Recommend improvements based on industry trends.

Job description

1. Client Experience & Service Excellence

• Oversee the end-to-end client journey to ensure a seamless and memorable experience.
• Implement and monitor service standards that reflect the spa’s brand values (gratitude, empathy, service excellence, etc.).
• Handle escalated client feedback or complaints with professionalism and empathy, turning service recovery into opportunities.
• Develop personalized client engagement initiatives (VIP programs, follow-ups, birthday/anniversary perks).
• Regularly review customer satisfaction scores and implement improvement strategies.

2. Sales & Business Development

• Drive monthly sales targets by creating attractive promotions, packages, and upselling opportunities.
• Train spa staff in consultative selling techniques without compromising the luxury experience.
• Monitor and analyze sales reports, setting action plans to achieve and exceed revenue goals.
• Collaborate with marketing to align campaigns with client needs and spa offerings.

3. Operations Management

• Oversee daily spa operations, ensuring smooth coordination of schedules, facilities, and treatments.
• Implement operational SOPs and ensure compliance with MOH/MOM guidelines and company policies.
• Manage inventory, supplies, and vendor relationships to ensure cost efficiency without compromising quality.
• Ensure all equipment is well-maintained and safe for client and staff use.

4. Team Leadership & Training

• Lead, mentor, and motivate spa staff to maintain high morale, professionalism, and service standards.
• Conduct regular training in customer service, grooming, product knowledge, and treatment etiquette.
• Monitor staff performance through KPIs, provide feedback, and implement performance improvement plans if needed.
• Support recruitment, onboarding, and retention of staff aligned with company culture and values.

5. Financial & Administrative Oversight

• Prepare and track monthly P&L, budgets, and operational costs.
• Manage petty cash, payroll inputs (attendance, incentives, allowances), and commission calculations.
• Ensure timely submission of reports to management, highlighting risks, opportunities, and achievements.

6. Innovation & Continuous Improvement

• Stay updated on industry trends, competitor offerings, and customer expectations.
• Recommend system and process improvements to enhance efficiency and client satisfaction.