Supervisor, Spa

POSITION SUMMARY:

Reporting directly to the Spa Manager and working closely with the Senior Manager, Training & Development, the Spa Supervisor ensures the effective implementation of onboarding programmes, technical skills training, on-the-job training, coaching and development in adherence to Forbes Travel Guide standards, company policies, and brand expectations.

In addition to supervisory and training responsibilities, the Spa Supervisor serves as the Head Therapist, acting as a role model for technical expertise, professional conduct, guest engagement, and continuous improvement while supporting excellence in service delivery and treatment standards.

PRIMARY RESPONSIBILITIES:

Training & Development

• Implementation of the “My First 90 Days” programme, ensuring readiness and competency of new joiners.
• Design, review, and update training contents to ensure relevance and alignment with operational needs and Forbes Travel Guide standards.
• Deliver training programmes and, where appropriate, manage coordination with external training providers.
• Performs ad hoc duties as required to support operational and business needs.
• Coordinate product knowledge training with suppliers and spa partners.
• Develop therapists’ consultation, guest engagement, and retail recommendation skills.
• Participate in cross-functional projects and cross-exposure programs.
• Evaluate the effectiveness of training against defined objectives and business outcomes and recommend alternative or enhanced approaches where necessary.
• Timely delivery and completion of training initiatives.
• Accuracy and completeness of training records.
• Champions and development processes, supporting a culture of continuous improvement.

Guest Experience, Service Excellence and Operational Support

• Drive the implementation of Forbes Travel Guide standards and luxury hospitality service principles.
• Ensure the consistent delivery of personalized and memorable guest experiences across all spa services and touch points.
• Ensure therapists consistently deliver treatments in accordance with prescribed protocols, brand standards, and operational requirements.
• Support retail merchandising initiatives and promotional activities to maximize product awareness and sales performance.
• Support implementation of new treatments, services, and operational initiatives.
• Monitor operational readiness including linens, amenities, equipment, and retail displays.
• Assist in coordinating therapist schedules based on operational requirements.
• Verify all therapists maintain valid certifications and licenses where applicable.
• Support leadership development of Head Therapists and senior team members.

Quality Assurance & Compliance

• Perform routine inspections of treatment rooms and spa facilities.
• Conduct treatment observations and quality assessments to ensure consistent adherence to service excellence standards.
• Support preparation for internal audits, Forbes assessments, and quality inspections.
• Review guest feedback and post-stay survey results to identify development opportunities and implement targeted training initiatives.
• Ensure compliance with all health, safety, hygiene, sanitation, and operational standards, while promoting the safe and effective use of spa equipment, treatment products, and facilities.

KEY PERFORMANCE INDICATORS:

• Achievement and maintenance of Forbes Travel Guide Five-star rating
• Successful implementation of the “My First 90 Days” programme, ensuring readiness and competency of new joiners
• Completion of required product knowledge and supplier-led training programmes.
• Achievement of departmental guest satisfaction and post-stay survey targets.
• Accuracy, completeness, and timely maintenance of training records, certifications, and competency matrices.
• Successful outcomes in internal audits, Forbes assessments, and quality inspections.

QUALIFICATIONS:

Education

• University degree in a related discipline
• Relevant Industry Accreditations

Experience

• At least 3 years of luxury spa experience.
• At least 1 to 2 years’ experience as a senior therapist, head therapist, trainer, or supervisory role.
• Experience within a Forbes Travel Guide – rated luxury hotel or integrated resort environment is considered an advantage
• Trainer Certification is considered an advantage

Skills / Competencies

• Advanced knowledge of massage, face, and body treatment techniques.
• Strong understanding of spa operations and guest service standards.
• Knowledge of training methodologies and adult learning principles.
• Proficiency in Microsoft Office applications.
• Experience with spa software and booking systems preferred

PERPERSONAL COMPETENCIES:

• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results
• Leads others to achieve business objectives
• Communicates effectively
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable