Spa Operations Manager - South | ESPA

THG Beauty

We’re home to market-leading websites like LookFantastic, SkinStore, Dermtore, Cult Beauty and the beauty subscription box brand Glossybox. And our portfolio of premium brands includes the likes of ESPA, Biossance, and Grow Gorgeous – all of which are loved and trusted by millions of fans worldwide. We also partner with a network of more than 19,000 influencers to ensure brands can reach their audience anywhere in the world. It’s an incredibly exciting time to join the team.

Click here to learn more about life at THG.

ESPA 

Guided by 30 years' experience ESPA’s luxury skincare products go beyond the everyday skincare regimen to nourish and nurture your skin. The formulation of natural ingredients works together to create a sensorial wellness experience, imitating the luxury skincare treatments of a spa from the comfort of your home.

Why be a Spa Operations Manager – South for ESPA?

To effectively manage a portfolio of spas within the U.K Spa Division. You will ensure that the highest standards are adhered to, and that guest experiences exceed expectation. Working closely with the Hotel General Manager and Spa Director you will establish and maintain key objectives, operating criteria, programming, budgeting, staff relations, marketing and training working closely in partnership with THG to deliver exceptional world class experiences and services unrivalled in the Spa hospitality landscape.
The role will include involvement where applicable to support in the initial feasibility and financial stages to the pre-opening stages and will support the ongoing development of each spa project whilst maximising all opportunities and resources.

What will I be doing as Spa Operations Manager – South for ESPA?
Business -

• To analyse where appropriate the business through many different key performance indicators, Profit and Loss figures and statistics and use this information to identify key focus areas.
• Support in the creation and preparation of Financial Projections for each Spa within your portfolio to Senior Management.
• Learn and utilise Spa software systems to manage efficiencies and analyse the business.
• Conduct a monthly Business Review on the overall performance of the Spa, providing strategic guidance to develop the business. Present the review to the Hotel and Spa Management Teams.
• Focus on ESPA Professional and Retail Sales to achieve sales targets.
• Manage the accounts financial standing with ESPA through the control of any outstanding invoices & aged debt.

Operations -

• To manage spas on site with hands-on support during regular visits, guiding the Spa Manager, developing the team, implementing new initiatives, and liaising with all key hotel representatives. Continue to manage each Spa remotely through regular communication.
• Learn, conduct, and adhere to all ESPA management systems, including mystery shopping, auditing, marketing plans, annual business reviews and action plans.
• Ensure the guest’s Spa experience remains at the highest ESPA standard by consistently checking and auditing all areas of the customer journey.
• Ensure that each Spa is operated to the agreed standards of performance in line with the ESPA brand, to include adherence with statutory Hotel Health and Safety guidelines.
• Develop and monitor the success of wellbeing programmes to meet the lifestyle aspirations of the Spa guests and members, including development of the Spa fitness team.
• Develop and monitor the success of wellbeing programmes to meet the lifestyle aspirations of the Spa guests and members, including development of the Spa fitness team.
• Monitor and analyse Spa membership system, sales systems, to assist the Spa in achieving membership budgets.

Marketing -

• To keep updated with company information e.g. marketing new products, display aids and ensure that the information is presented and implemented in your Spas.
• To liaise with the Hotel Sales and Marketing Manager of each hotel to prepare and develop annual marketing plans and coordinate all promotional activity.
• To effectively integrate the Spa within the Hotel Marketing Strategy and to ensure ongoing representation of the Spa, both internally and externally.
• To use the Spa as a tool to drive hotel occupancy and total property utilisation.
• To fully merchandise the Brand ensuring only current merchandising tools are used.
• To ensure that ESPA branded POS materials produced by the accounts are approved by the ESPA Marketing Department.
• Creation of the Spa’s Brand image, to include identity, product offering, philosophy, and collateral.

Training -

• To develop an annual training and development plan with each Spa. Liaise with the Hotels HR Department and ESPA Training Division to ensure that all employees are trained to increase retention and meet the needs of the business.
• To deliver exceptional training of products and Retail Therapy to the standards specified by ESPA when required.
• To ensure that all accounts are committed to providing their staff with the necessary level of training to allow delivery of ESPA treatments and that no unqualified therapists are carrying out these treatments.
• To become familiar with all ESPA treatments to conduct regular trade tests on Spa therapists.
• To keep updated on any new ESPA treatment techniques or changes to procedures.
• To keep updated with affiliated industry developments; whenever possible taking treatments, reading literature to expand knowledge and be able to discuss this and evolve training.
• To evolve the treatment menu in line with consumer demand, popularity of treatment, cultural influences and changing times.
• Participate in teaching modules within the ESPA brand, both internally and in developing Spa personnel.

What's in it For Me?

Career Development 

• Access bespoke development programmes that have been designed and developed by our in-house L&D team. 
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider. 

Enhanced Leave 

• 25 days annual leave plus bank holidays. 
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us! 
• Enhanced maternity and paternity pay, depending on length of service.  
• Up to 10 days compassionate leave. 
• Buy back up to 3 days each year. 
• Unlock 2 days volunteer leave after 12-months. 

Wellbeing Support 

• Access face-to-face and virtual appointments with our in-house GP. 
• Access our in-house CBT therapist. 
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.  
• State-of-the-art on-site gym. 
• Access to our on-site physio. 

Other Perks 

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme. 
• Subsidised bus pass from Manchester City Centre to our ICON office.  
• Up to 50% staff discount on THG brands. 
• On-site staff shop. 
• Access to on-site barber. 
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation. 
• Anniversary gifts when you hit 5 and 10 years of service.