Senior Spa Training Manager

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Responsibilities

Operations & Guest Experience

• Act as a brand guardian for Spa & Wellness standards, ensuring treatment delivery, consultation, and guest journey are consistent with brand positioning and service philosophy.
• Sustain an active floor presence to observe service delivery, provide in-the-moment coaching, and reinforce standards through ongoing feedback and recognition.
• Have full working knowledge of all treatments and services, with capability to supervise, correct and demonstrate technical tasks to associates as per set standards.
• Demonstrate hands-on expertise with longevity and wellness equipment, including safe set-up, contraindications, treatment parameters, and troubleshooting, to protect guest safety and ensure consistent results.
• Work with Spa & Wellness leadership to align treatment sequencing, room set-up, amenities, and wellness-journey touchpoints, delivering consistent execution across shifts and therapist levels.
• Analyze guest comments and service recovery cases with Spa & Wellness leadership to identify root causes and implement targeted coaching to prevent recurrence and elevate the guest experience.

Financial & Commercial Management

• Align training initiatives with commercial priorities (retail conversion, add-on penetration, program uptake) with the Spa & Wellness Director, and track impact through KPI movement.
• Drive revenue opportunities by training teams in consultative selling, treatment upgrades, and equipment utilization, ensuring confident and ethical positioning of offerings.
• Strengthen retail performance by keeping product knowledge accurate, ensuring launch readiness, and standardizing merchandising talking points and aftercare prescriptions in line with brand guidelines.
• Promote cost discipline and sustainability by training on correct product dosing, linen usage, equipment care, and wastage reduction without compromising the guest experience.
• Coach teams on productivity drivers (treatment timing, room turnover standards, consultation flow) to improve efficiency while protecting quality and personalization.
• Conduct regular compliance and standards audits (treatment quality/sequence checks, hygiene and safety, product/equipment handling, consultation documentation, and guest journey touchpoints), then report findings and drive corrective actions.
• Verify that therapist competencies meet brand standards and regulatory requirements (health & safety, chemical handling where applicable, and equipment safety).

Sales, Marketing & Brand Representation

• Plan and deliver brand and product-house training (new product launches and protocol updates), coordinating with external partners and internal stakeholders to build the annual training calendar.
• Deliver retail training for therapists and receptionists, strengthening product knowledge, benefits education, and ingredient storytelling.
• Prepare the team for marketing and seasonal campaign rollouts through updated service scripts, treatment storytelling, and brand messaging to support confident guest communication.
• Build upsell and cross-sell playbooks with Spa & Wellness leadership for add-ons, wellness programs, memberships (if applicable), and equipment-based services, keeping recommendations aligned to guest needs and ethical selling.
• Equip the team to explain brand differentiators, wellness philosophy, and longevity concepts in guest-friendly language, tailoring communication to different guest profiles and cultures.
• Partner with Marketing to refine digital and on-property storytelling (treatment descriptions, key messages, FAQs), ensuring wellness claims are accurate and guest guidance remains within brand parameters.

People Leadership & Associate Relations

• Use performance reviews and skills gap analyses to identify training needs per department, team and individual.
• Provide on-the-job coaching for individuals not meeting KPI targets (service quality, retail conversion, productivity, guest feedback) through observation, feedback, refresher training, and structured improvement plans with clear follow-up timelines.
• Contribute to recruitment and onboarding by supporting trade tests and interviews for technical competence and service mindset, and by ensuring new joiners complete structured onboarding and probation assessments.
• Embed a coaching culture through regular floor observation, structured checklists, feedback conversations, and recognition of best practices to build engagement and confidence.
• Partner with HR on associate relations by surfacing recurring concerns from the floor, promoting fair and consistent standards, and reinforcing professional conduct, grooming, and service behaviors.
• Develop succession plans and identify high-potential associates; provide development opportunities through stretch assignments, mentoring, and structured progression criteria.

Training & Talent Development

• Develop the education curriculum and training materials aligned to the Spa & Wellness concept, menu of services, and business goals.
• Organize and deliver training programs for therapists, spa receptionists, and butlers based on the Spa & Wellness concept and menu.
• Develop group and individual learning courses as per skills gap analysis.
• Design competency frameworks by role (therapist, senior therapist, receptionist, attendant) with clear learning pathways, assessment criteria, and progression requirements.
• Use KPI trends, guest feedback, audit results, and on-floor observation to assess training needs, then convert insights into quarterly training plans with measurable learning outcomes.
• Build compliance into training for wellness/longevity equipment and modalities, covering contraindications, informed-consent practices, and clear guest instructions.
• Standardize guest consultations through training on needs analysis, contraindication screening, treatment recommendations, and personalized wellness/longevity programming aligned to brand standards.
• Embed service recovery standards through training on escalation paths, guest communication, and documentation to protect the brand and improve outcomes.

Administration & Reporting

• Maintain current training records, materials, attendance logs, and certification tracking.
• Communicate audit results, then follow through on corrective actions to uphold compliance and service standards.
• Build a structured annual training roadmap (technical, service, retail, wellness/longevity) aligned to business priorities, seasonal campaigns, and audit outcomes.
• Keep SOPs, treatment protocols, consultation scripts, and training manuals up to date with brand updates; control versions and obtain team acknowledgement of changes.
• Produce monthly training and quality reports for the Spa & Wellness Director, summarizing training hours, completion rates, competency sign-offs, audit scores, key gaps, and action plans.
• Facilitate cross-department training that impacts other teams (Butlers, Casino hosts, etc.).
• Own the annual training calendar and coordinate logistics (venues, treatment rooms, models, equipment, product, and schedules) to maximize participation while minimizing operational disruption.

Projects & Pre-Opening Support

• Drive pre-opening readiness by building opening training plans, onboarding schedules, and competency assessments for therapists, receptionists, and spa attendants.
• Introduce new treatment launches through menu and protocol familiarization, covering scripting, consultation flow, room set-up standards, and timing benchmarks.
• Manage vendor and product-house training during pre-opening and relaunch periods, including equipment commissioning, safety training, and completion of operational handover documentation.
• Contribute to SOP development and lead dry runs/service simulations to validate the end-to-end guest journey, surfacing operational and training gaps before opening.
• Deliver special projects such as quality improvement initiatives, new wellness programming, certification rollouts, and cross-property brand standardization (where applicable).

Job Requirements

Education & Certification

• Diploma or Degree in Hospitality Management, Wellness/Spa Management, or a related field preferred.
• Professional spa/wellness certification(s) (e.g., CIDESCO, CIBTAC, ITEC, or equivalent).

Experience

• Minimum 6 years of progressive experience in spa/wellness operations within luxury hospitality.
• Minimum 3 years in a leadership role (Spa Training Manager/Assistant Spa Manager) with proven people-management and coaching experience.
• Experience in retail/product sales, and guest experience management.
• Pre-opening/project experience is advantageous.
• Experience designing competency-based training programs, conducting skills assessments, and facilitating hands-on technical training in a live operation.
• Exposure to wellness/longevity modalities and equipment-based services (e.g., recovery, body composition, cryo/thermal experiences, light therapy, or similar).

Other Prerequisites

• Responsible self-starter, capable of working with minimal direction
• Able to handle multi-faceted projects
• Team player, who highly values teamwork
• Communicate effectively with all levels of employees
• Personable and sincere individual who is pleasant to deal with
• Discreet, reliable, diplomatic, confidential, transparent, with high degree of personal integrity
• Positive and flexible “can do” attitude – manages with humility
• People oriented
• Nurtures and develops employees, encouraging innovation
• Immaculate personal grooming and personal presentation standards
• Understands and respects local culture
• Able to adapt to changing environment
• In dept knowledge in Beauty, Wellness, Spa and Longevity
• Strong facilitation and presentation skills; confident delivering training to diverse groups and individual learners.
• Excellent observation and coaching skills with the ability to give clear, constructive feedback and drive measurable improvement.
• Detail-oriented with strong documentation habits (SOPs, protocols, checklists, assessment records) and disciplined follow-through.
• Data-aware and KPI-driven, able to translate performance trends into practical training interventions.
• Comfortable collaborating across departments and with external partners (product houses, equipment vendors) to deliver consistent training outcomes.

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.