Spa Manager

Location Overview
Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy.

Position Summary
The spa manager is in charge of all spa, movement and retail operations, front and back of house. Serving the needs of the business through a holistic approach by coordinating spa, movement and retail demands; responsible for maximising guest engagement through all treatments and fitness activities and through all sales at the boutique; team engagement, performance and training; local and global product knowledge. Product knowledge includes, but is not limited to, Aman Skincare, Aman Rosa Alpina signature treatments, and Aman Essentials.

The spa manager is in charge of making sure the operations run as flawlessly as possible and instils a sense of responsibility in the team for owning the operations.

The spa manager is financially savvy and understands his/her numbers and how to reach targets in the top and bottom lines. In charge of recruitment, training and addressing team member issues.

The spa manager represents the resort management at all times in his/her actions, speech and demeanour.

Main Responsibilities

• Support Aman's Core Ambitions, Purpose, Brand Pillars, Values, Competencies, and Spirit daily to uphold exceptional guest experiences and foster the Amansanti team spirit.
• Promote and maintain Aman's commitment to luxury service standards, ensuring a calm, private, and inclusive atmosphere for all guests and colleagues.
• Continuous development of spa menu to ensure the guest experience remains fresh and regionally relevant
• Facilitate clear and transparent communication across departments to support consistency and team unity.
• Respond to guest service interactions in a professional and timely manner, achieving positive resolutions.
• Carry out daily operational duties as assigned to support the smooth functioning of the spa & wellness on board the cruise.
• Ensure strict adherence to health, hygiene, and safety protocols, maintaining a clean and secure environment for guests and staff alike.
• Provide operational support to fellow Amansantis when needed to ensure service continuity.
• Participate in all required training courses and meetings, whether daily, monthly, or annually, to stay informed and aligned.
• Enforce all hotel policies and procedures as outlined in the Amansantis Handbook.
• Collaborate effectively with other hotel departments to uphold Aman's luxury service standards and foster cross-functional cooperation.
• Ability to lead meetings and training sessions confidently.
• Strong delegation skills to manage and oversee multiple tasks simultaneously.
• Commitment to continuous personal and professional development, striving for excellence in every task.

Financial Management & Strategic Planning

• Manage the Spa in the most efficient way, maximising Spa occupancy and/or revenue to surpass budgeted objectives
• Involve in the preparation of the annual spa budget.
• Monitor and reforecast financials as needed to ensure profitability and alignment with business goals.
• Analyse monthly P&L statements and compile performance statistics.
• Drive strategic planning initiatives to optimise revenue and achieve financial objectives.
• Collaborate with Marketing and Group Operations Manager - Fitness & Wellness - to implement and manage the spa and wellness business plan.
• Oversee inventory, stock reviews, and cost control to maintain operational efficiency and reduce wastage.

Operations & Standards

• Supervise daily spa and wellness operations to ensure exceptional service delivery.
• Regularly review and update spa treatments, SOPs, and service protocols to maintain the highest standards.
• Support the establishment and execution of all policies, goals, and procedures within the spa.
• Monitor all equipment and facilities for safety, maintenance, and compliance with health and hygiene standards.
• Ensure seamless operational flow through regular communication with spa and other department teams, particularly around VIPs, groups, and special events.

Team Management & Development

• Brings a positive, energetic, and inclusive demeanour to the team.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction.
• Manage the recruitment, onboarding, training, and performance evaluations of spa personnel.
• Encourage team growth by coaching and supporting individual development plans.
• Oversee employee relations, ensuring timely documentation and adherence to HR disciplinary procedures when necessary

Guest Experience & Relations

• Act as the primary contact for guest concerns, ensuring all issues are handled professionally and efficiently.
• Maintain a high standard of personalised service and guest engagement, aligned with the spa's luxury positioning.
• Address guest feedback, vendor interactions, and internal communication promptly and professionally.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.

Sales, Marketing & Promotion

• Ability to implement new marketing ideas to increase spa visibility and revenue.
• Assist in promoting the spa through strategic initiatives and partnerships that enhance business performance.

Compliance & Safety

• Ensure full compliance with all health and safety regulations, especially in relation to equipment use, cleanliness, and hygiene.
• Ensure all operational aspects comply with cruise regulations.
• Conduct regular inspections to prevent misuse or overuse of spa and fitness equipment.

Additional Responsibilities

• Stay responsive to email correspondence, including guest inquiries, group bookings, vendors, and internal communications.
• Contribute to ongoing enhancements and general project direction for the spa.
• Support labour and supply control strategies to maintain service quality and cost-effectiveness.
• Uphold and model Aman's values of ultra-luxury, authenticity, and exceptional customer and employee experiences.
• Supervise daily spa operations and liaise with Head of Departments to ensure cleanliness, maintenance and service standards are upheld.
• Perform the manager on duty role when necessary.

Qualifications And Requirements

• Minimum 3 years of luxury spa management experience in the industry.
• Minimum 5 years of experience and working knowledge of spa operations and treatments in Massage Modalities, Skin Care and Aesthetic Services with relevant certification.
• Experienced in financial planning, budget management, and revenue growth strategies.
• Proficient in numerical reasoning and technical aspects of spa service delivery.
• Excellent verbal and written English and Italian communication skills, with the ability to foster meaningful and lasting relationships with guests.
• Multilingual skills are preferred.
• Capable of strategic planning and performing data analysis to guide spa operations effectively.
• Competency with computer skills and programmes, such as Microsoft Office tools, including Excel, Word, and PowerPoint.
• Familiarity with spa management and hotel software and systems such as Book4Time.
• Up-to-date knowledge of wellness trends and holistic health practices.
• Skilled in collaborating with team members at all organisational levels.
• Culturally aware and able to interact respectfully across diverse backgrounds.
• Handles guest issues and feedback with calmness, professionalism, and a genuine attitude.
• Good time management and attention to detail.
• Able to perform well under pressure in a fast-paced setting.
• Maintains a polished and professional appearance as per brand standards.
• Thorough understanding of the cruise's services and ability to adhere to all departmental and operational procedures.
• Demonstrates strong decision-making skills to address and resolve issues, consistently placing guest satisfaction at the forefront.