The Wellness&SPA sector is continuously expanding, fuelled by the growing importance that people attach to looking after their own well-being. Luxury accommodationin particular, see the quality of wellness services as a distinctive element in attracting and retaining customers. In this context, the SPA Manager assumes a strategic role, capable of significantly influencing the Guest Experience and, consequently, the success of the establishment.
In this context the figure of the SPA Manageran outstanding professional in the wellness and personal care sector. This role requires a combination of management skills and in-depth knowledge of the wellness practiceswhich makes the SPA Manager a key element in the success of any wellness centre, whether located in a luxury hotel, on board a cruise ship, or in a stand-alone centre.
The SPA Manager's Responsibilities
The SPA Manager is responsible for overall management of a SPAa task that includes:
- team coordination
- resource management
- the logistics of the structure.
This figure must ensure that all wellness areas are organised and operational to offer an optimal customer experience. The responsibilities of the SPA Manager are mainly divided into two phases:
- Pre-opening phase: before the opening of the SPA, the SPA Manager is responsible for organising the different wellness areas, ensuring that everything is in place to welcome customers in the best possible way. This phase includes planning the space, selecting the treatments to be offered and preparing the team.
- Post-opening phase: once the SPA has been opened, the SPA Manager manages the Wellness&SPA sector of the facility. This includes choosing treatments, managing relationships with industry experts and suppliers, and adapting to new developments in the wellness sector to attract new customers. Personal care is a growing priority, especially in luxury accommodations, and the role of the SPA Manager is crucial in meeting these needs.
Training for a SPA Manager
Becoming a SPA Manager requires specific training and adequate preparation. The online course organised by the IET (European Tourism Institute) represents an important training step for those aspiring to embark on this career. The master's programme is divided into 5 training modules with final project work and gives the opportunity to learn all the activities related to the SPA management as:
- select, recruit and train staff appropriately;
- oversee the provision of services to ensure an excellent customer experience;
- create a spa menu and ensure adequate quality-price service;
- liaising with suppliers on the products and equipment to be used;
- follow the accounts and draw up a business/budget plan;
- devise marketing and promotion strategies for their brand;
- nurturing and retaining customers, to implement brand reputation.
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