Job Summary
The Director of Spa is responsible for leading the overall strategy, operations, and financial performance of the hotel's Spa & Wellness division. The role focuses on positioning the spa as a premier luxury wellness destination, driving revenue growth, enhancing guest experiences, and ensuring alignment with Shangri-La brand standards. The Director works closely with Rooms, Sales & Marketing, and regional wellness teams to develop innovative wellness programmes, maximise utilisation, and deliver exceptional service excellence.
Key Responsibilities
- Lead the overall spa and wellness strategy to strengthen the hotel's luxury positioning, ensure consistent service standards, and deliver exceptional guest experiences.
- Develop and execute the annual business and marketing plan in collaboration with Rooms and Commercial teams to drive revenue across treatments, memberships, retail, and wellness programmes.
- Oversee daily spa, fitness, and wellness operations, ensuring optimal utilisation, service quality, hygiene standards, and seamless guest journey.
- Drive revenue performance by managing pricing strategies, promotions, retail sales, and partnerships to maximise profitability and market competitiveness.
- Ensure brand consistency and quality across all spa facilities, treatment offerings, product lines, and guest touchpoints in accordance with Shangri-La standards.
- Lead talent management and team development, including recruitment, training, performance management, and succession planning to build a high-performing spa team.
- Manage guest feedback and online reputation, implementing continuous service improvements to enhance satisfaction and loyalty.
- Collaborate with Sales & Marketing to create wellness campaigns, signature treatments, and seasonal promotions that support Rooms, F&B, and overall hotel demand generation.
- Support leadership through insights and participation in revenue and operations meetings, providing analysis on utilisation, productivity, and financial performance.
- Uphold governance, safety, and operational standards, ensuring compliance with health regulations, corporate policies, sustainability initiatives, and wellness best practices.
Skills And Qualifications
- Degree in Hospitality Management, Spa Management, Business Administration, or related field.
- Minimum 58 years of progressive experience in spa or wellness operations within an international luxury hotel brand, with at least 3 years in a leadership role.
- Strong commercial acumen with proven track record in driving spa revenue, guest satisfaction, and operational excellence.
- Excellent leadership, interpersonal, and stakeholder management skills.
- Strong understanding of luxury wellness trends, spa treatments, retail products, and membership programmes.
- Proficiency in English, both written and spoken; additional languages are an advantage.
- Experience in hospitality, wellness, or luxury service industry preferred.
- Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered
