Job Summary

The Spa & Wellness Training Manager will take full responsibility for developing the education curriculum for qualified spa therapists. This includes technical training, guest journey, treatment touch points and service standards within Spa & Wellness operations. The role includes designing training plans and course material and delivering hands-on training.

As a subject-matter expert, this role supports the Director of Spa & Wellness to achieve service excellence, consistent treatment delivery, and commercial results by building team capability across technical skills, consultation, retail,  wellness and longevity standards. The Spa & Wellness Training Manager partners closely with Spa Operations, HR, Training and Brand teams to sustain a culture of learning, compliance, and continuous improvement.

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).

General Responsibilities

• Lead by example in professionalism, grooming, and service etiquette, reinforcing the standards expected of the Spa & Wellness team.
• Ensure strict confidentiality of guest information, medical/contraindication details, and business data in line with company policies and applicable data protection requirements.
• Promote a safe working environment by reinforcing health, safety, and hygiene practices and escalating hazards, incidents, or near misses through the correct reporting channels.
• Maintain awareness of industry trends (spa, wellness, longevity, recovery, beauty) and recommend enhancements to training content and service standards where appropriate.
• Foster strong working relationships across departments to support seamless guest experiences and efficient operations.

Performance Evaluation Criteria

• Overall financial and commercial performance of the spa
• Quality of treatments, facilities, and hygiene standards
• Guest satisfaction, feedback scores, mystery shopper & Forbes results
• Associate engagement, development, and retention
• Effectiveness of administration, reporting, and cross-department collaboration
• Training effectiveness (completion rates, assessment pass rates, competency sign-offs, and observable improvement on the floor)
• Compliance outcomes (audit scores, hygiene/safety adherence, and reduction in repeat non-conformities)

Job Requirement

Education & Professional Credentials

·       Diploma orDegree in Hospitality Management, Wellness/Spa Management, or a related fieldpreferred.

• 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 workingwith minimal direction

·       Able to handle multi-faceted projects

·       Team player, who highly values teamwork

·       Communicate effectively with all levels ofemployees

·       Personable and sincere individual who ispleasant 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, encouraginginnovation

·       Immaculate personal grooming and personalpresentation standards

·       Understands and respects local culture

·       Able to adapt to changing environment

·       In dept knowledge in Beauty, Wellness, Spaand Longevity

·       Strong facilitation and presentation skills; confident deliveringtraining to diverse groups and individual learners.

·       Excellent observation and coaching skills with the ability to giveclear, 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 trendsinto practical training interventions.

·       Comfortable collaborating across departments and with externalpartners (product houses, equipment vendors) to deliver consistent trainingoutcomes.