About THG Ingenuity
THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.
Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.
Job Title: Spa & Leisure Manager - Luxury Hotel & Spa
About THG Experience
THG Experience is home to our portfolio of prestige event locations and luxury properties - including Hale Country Club & Spa and King Street Townhouse Hotel. Through these venues, we create exceptional experiences, services and content - all of which ensure that our portfolio of brands and partners make real-world connections with their customers that create a lasting impact.
We collaborate with brands to access extraordinary locations, create content and host events with influencers and clients. THG Experience is perfectly positioned to deliver rapid growth for fast-moving, global brands. It's an incredibly exciting time to be joining the team.
Key Roles and Responsibilities:
* Oversee the day-to-day management of the Spa and Gym, leading and inspiring a dedicated team
* Take full ownership of financial performance, driving revenue and achieving Spa & Leisure targets in collaboration with other departments such as marketing
* Maintain strong commercial focus to maximise revenue opportunities, monitor productivity, control costs, and reduce waste
* Deliver brand standards, ensuring every guest interaction reflects the luxury of King Street Townhouse & SPA
* Monitor spa and treatment standards, implementing corrective action and training where required; ensure all therapists receive certified training
* Ensure a seamless guest journey from booking through to treatment completion
* Drive team performance through bi-annual appraisals, objective setting, and regular reviews
* Prepare and manage monthly rotas in line with business demands and payroll targets
* Maintain exceptional standards of presentation and cleanliness at all times
* Deliver exceptional treatments and personally host spa guests where required
* Oversee ordering, stock control, and stock taking procedures
* Handle guest complaints effectively and constructively, ensuring appropriate corrective action is taken
* Provide continuous product, retail, and skills coaching to maximise performance
* Share knowledge, promote expertise, and ensure adherence to SOPs
* Prepare for and attend all relevant team meetings (e.g. weekly department head meeting)
* Maintain team morale through engagement initiatives and team-building activities to drive productivity
* Lead recruitment and induction for new starters within agreed timelines, alongside regular performance reviews
* Monitor, maintain, and continuously improve Spa operating procedures to raise standards and improve efficiency
* Manage team organisation and behaviour consistently in line with company values and business requirements
* Oversee and manage Gym Membership alongside the Guest Relations Manager as first point of contact, constructively utilising member feedback to drive continuous product and service improvement
* Maintain full accountability for all Spa, Gym, and leisure facilities (including thermal areas), ensuring full Health & Safety compliance
* Ensure all legal obligations within Spa and back-of-house areas are understood, communicated, and fully complied with
* Undertake Duty Management shifts as required
Key Performance Indicators (KPIs)
* Performance and conduct consistently reflecting company values
* Achievement of Spa Weekly, Monthly & Annual Revenue Targets
* TripAdvisor reviews and mentions generated per month
* Training attendance rates
* E-Learning and Health & Safety completion rates
* Full adherence and compliance with company Health & Safety policies
Requirements:
* Must have +2 years experience in a luxury spa
* Can demonstrate management/leadership experience
* Passionate about hospitality industry and wanting to deliver a great guest experience, always putting guest needs first.
* Available to work different shift patterns including evenings and weekends if required.
Benefits
* Exclusive room rates for you and your family
* 20% off dining at our hotel, 50% off at Hale Country Club & Spa
* Up to 50% off on THG brands (Myprotein, Lookfantastic, ESPA, and more)
* In-person or video GP consultations, discounted prescriptions, and physiotherapy
* Increasing annual leave with service, plus your birthday off
* Continuous learning and development opportunities
* £250 bonus for referring a friend
* Complimentary meals during shifts and provided uniforms
* Pension scheme
THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.