Group Spa & Wellness Manager

PRINCIPAL RESPONSIBILITIES

The Group Spa and Wellness Manager will oversee and elevate spa operations across all Victoria properties, ensuring brand consistency, exceptional guest experiences, and strong commercial performance. This role involves reviewing and updating SOPs, building spa & wellness services that reflect the Victoria authenticity concept, driving a 50% revenue increase, delivering technical training, promoting spa services to non-staying guests, and improving guest satisfaction as measured by NPS.

KPIs & Success Indicators:

Updated SOPs implemented across all spas within 6 months.

50% growth in spa revenue within the first year.

Achievement in NPS scores by a minimum of 8 of 10 points

Positive guest feedback and improved online review scores for spa services.

Increased spa usage by non-staying guests.

Enhanced therapist skill level and service consistency across properties.

MAJOR TASKS

1. Operational Standards & SOP Management

Review, update, and implement Spa Standard Operating Procedures (SOPs) across all properties.

Ensure compliance with brand standards, hygiene, safety, and operational guidelines.

Conduct periodic audits to assess quality and consistency.

2. Spa & Wellness Concept Development

Design and curate spa and wellness services, treatments, and packages reflecting the Victoria brand's authenticity and local cultural heritage.

Introduce signature treatments using local ingredients and traditional techniques.

Develop seasonal and themed wellness promotions.

3. Revenue Growth

Implement strategies to achieve 50% revenue growth across all spa operations.

Monitor key performance metrics (treatment sales, retail sales, therapist productivity, capture rate).

Collaborate with property managers to optimize treatment menus, pricing, and promotions.

4. Training & Team Development

Engage with guests pre- and post-treatment to gather feedback and ensure service recovery when needed.

Conduct hands-on technical training for therapists, ensuring consistent service quality.

Train teams in customer service, upselling, and guest engagement.

Identify skills gaps and create ongoing development programs.

5. Marketing & Guest Engagement

Work with the Marketing team to promote spa services to non-staying guests through local partnerships, events, and targeted campaigns.

Enhance online and offline visibility of spa services (social media, local media, hotel website).

Organize spa open days, wellness events, or collaborations with local wellness influencers.

6. Guest Satisfaction & NPS Achievement

Monitor and analyze Net Promoter Score (NPS) results for all spas.

Identify service gaps and implement targeted actions to improve guest satisfaction scores.

WORKING CONDITIONS

• Working days: 5.5 days/ week.
• Based in Victoria Hoi An and travelling among properties (if needed).

JOB REQUIREMENTS

• Minimum 5 years experience in luxury spa management, preferably multi-property or resort experience.
• Strong background in spa concept development, technical training, and service quality improvement.
• Proven track record in revenue growth and marketing collaboration.
• Experience using guest feedback metrics such as NPS to drive service enhancements.
• Excellent interpersonal, leadership, and communication skills.
• Understanding of wellness trends and ability to adapt them to the Victoria brand.
• Willingness to travel extensively between properties and on board Victoria Mekong.

WHAT WE OFFER

• Competitive salary with incentives for program success.
• Health and wellness benefits.
• Professional development opportunities in wellness and spa innovation.
• The opportunity to lead and innovate in a rapidly growing industry.