JOB DESCRIPTION

As a Spa Treatment Manager you will be responsible for leading and managing the spa treatment operations within our luxury 5-star hotel, ensuring all treatments are delivered to the highest standard of excellence, reflecting the hotel’s commitment to guest wellbeing, professionalism, and service quality. Acting as a role model and hands-on leader, the Spa Treatment Manager oversees the Spa Therapist team, maintains treatment quality and consistency, ensures full compliance with Health and Safety standards, and drives both guest satisfaction and commercial success through effective team leadership, training, and operational efficiency.

As a Spa Treatment Manager your responsibilities will include, but will not be limited to:

• Oversee the daily operations of the treatment department, ensuring all treatment rooms, equipment, and facilities are impeccably maintained and guest-ready at all times.
• Ensure that treatments are delivered in accordance with brand standards and health & safety guidelines.
• Lead, manage, and support the team of spa therapists, fostering a culture of excellence, professionalism, and continuous improvement.
• Conduct regular one-to-one meetings, appraisals, and performance reviews.
• Organise and deliver regular training sessions and product knowledge workshops.
• Ensure all guests receive a world-class spa experience, from consultation to treatment completion.
• Handle any treatment-related guest feedback or complaints promptly and professionally, ensuring full resolution and guest satisfaction.
• Conduct regular treatment audits and hands-on evaluations to ensure therapists consistently meet luxury service expectations.
• Monitor therapist techniques, service timings, and guest interaction to ensure excellence.
• Prepare and manage therapist schedules based on business levels, ensuring optimal coverage and efficient use of staff resources.
• Track and improve therapist utilisation and treatment room productivity.
• Drive retail performance through therapist education, target setting, and daily focus on add-on sales.
• Ensure therapists understand and confidently promote spa products and services.
• Collaborate with the Spa Manager to review and update the treatment menu in line with seasonal promotions, guest demand, and industry trends.
• Support the development and execution of spa promotions and packages.
• Manage ordering and usage of professional treatment products and consumables.
• Ensure accurate stock control and cost-effective product usage without compromising quality.
• Ensure full compliance with industry standards, legal requirements, and company policies (e.g. COSHH, health & safety, risk assessments).
• Maintain up-to-date therapist certifications and training records.
• Work closely with the Spa Manager, Front Office, and Housekeeping teams to ensure smooth guest flow and operational coordination.
• Represent the treatment department at management meetings when required.

ABOUT US

The Grand is York’s only five-star hotel, situated in the very heart of the historic city. The property offers a splendid blend of Victorian elegance and modern sophistication and is known worldwide as a beacon of hospitality excellence. We are honoured to have been awarded the ‘Hotel of the Year’ Catey and we are also absolutely delighted to be named in The Sunday Times top 100 ‘Best Places to Work 2023’.
Along with our 207 guest bedrooms, we boast an award-winning rosette restaurant, The Rise, which holds the Conde Naste 2022 award for Best Afternoon Tea. In addition to this, our new fine dining restaurant, Legacy, provides the opportunity to elevate our dining offering and become leaders in the York food scene. We have a state-of-the-art Cookery School, are home to an atmospheric Spa, stunning Meeting and Event spaces and an In-Room Dining offering. Each day is unique and memorable at The Grand and we live to create special memories for our guests and our team.
Our vision is to be the UK’s most loved hotel. We pride ourselves on our values. We place emphasis on driving for results in all areas of the business, excellence in everything we do and genuine care for our Grand family, guests, and the environment.

ROLE IN OUR FAMILY

Our team are the heart and soul of The Grand, without them The Grand is just a beautiful building. We pride ourselves on the warmth of our Yorkshire welcome that each one of our guests receive. As a Spa Treatment Manager, key to your role will be:

• Minimum 3 years’ experience as a Senior Therapist or Treatment Manager in a luxury spa or 5-star hotel environment.
• Recognised beauty or spa therapy qualifications (e.g., NVQ Level 3, CIDESCO, CIBTAC, ITEC).
• Strong hands-on treatment skills across massage, facials, body therapies, and advanced skincare.
• Natural leadership skills with the ability to motivate and develop others.
• Passionate about wellness and committed to delivering exceptional guest experiences.
• Highly organised, with excellent time management and attention to detail.
• Confident in using spa booking systems and managing therapist schedules.
• Flexible approach to working shifts, including weekends and holidays.

As a Spa Treatment Manager your responsibilities will include, but will not be limited to:

• Oversee the daily operations of the treatment department, ensuring all treatment rooms, equipment, and facilities are impeccably maintained and guest-ready at all times.
• Ensure that treatments are delivered in accordance with brand standards and health & safety guidelines.
• Lead, manage, and support the team of spa therapists, fostering a culture of excellence, professionalism, and continuous improvement.
• Conduct regular one-to-one meetings, appraisals, and performance reviews.
• Organise and deliver regular training sessions and product knowledge workshops.
• Ensure all guests receive a world-class spa experience, from consultation to treatment completion.
• Handle any treatment-related guest feedback or complaints promptly and professionally, ensuring full resolution and guest satisfaction.
• Conduct regular treatment audits and hands-on evaluations to ensure therapists consistently meet luxury service expectations.
• Monitor therapist techniques, service timings, and guest interaction to ensure excellence.
• Prepare and manage therapist schedules based on business levels, ensuring optimal coverage and efficient use of staff resources.
• Track and improve therapist utilisation and treatment room productivity.
• Drive retail performance through therapist education, target setting, and daily focus on add-on sales.
• Ensure therapists understand and confidently promote spa products and services.
• Collaborate with the Spa Manager to review and update the treatment menu in line with seasonal promotions, guest demand, and industry trends.
• Support the development and execution of spa promotions and packages.
• Manage ordering and usage of professional treatment products and consumables.
• Ensure accurate stock control and cost-effective product usage without compromising quality.
• Ensure full compliance with industry standards, legal requirements, and company policies (e.g. COSHH, health & safety, risk assessments).
• Maintain up-to-date therapist certifications and training records.
• Work closely with the Spa Manager, Front Office, and Housekeeping teams to ensure smooth guest flow and operational coordination.
• Represent the treatment department at management meetings when required