The posting
Our client is an exciting new luxury day spa in Canggu Bali, scheduled to open in mid-2027, blending authentic Indonesian wellness traditions with exceptional hospitality. The experience will encompass spa treatments, thermal bathing and relaxation, beauty and grooming services, recovery and pool facilities, and an elegant tea-room concept.
They are seeking an experienced General Manager to lead the pre-opening and operational launch of the brand. This role will be responsible for building and developing a high-performing team, delivering outstanding guest experiences, overseeing day-to-day operations, and driving financial performance, including full accountability for budgets, profitability, and overall business success in line with the vision set by the founders.
Requirements
- Minimum of 10 years in luxury hospitality operations, including at least 3 years in a senior leadership capacity (Operations Manager or Director of Wellness or Head of Wellness).
- Prior experience within wellness boutique resorts, destination wellness retreats, or luxury day spas is required.
- Pre-opening or major property re-launch experience is strongly preferred.
- Comprehensive operational knowledge across multidisciplinary functions, including guest relations, spa and therapy operations, housekeeping, and facilities engineering.
- Deep competency in hotel/spa accounting principles (operating P&L, labour cost optimisation, procurement control, yield/capacity management, and booking pace analysis).
- High emotional intelligence with the ability to lead diverse operational teams and report transparently to owners, providing prompt risk assessments, clear updates, and data-backed solutions.
- Professional fluency in English; working proficiency in Bahasa Indonesia and prior operational experience within Bali or wider Indonesia is required.
- Open to Indonesian nationals only.
Key Responsibilities
- Own and execute the pre-opening critical path, driving all operational milestones from site handover through soft launch and full commercial operation.
- Lead operational procurement (OS&E/FF&E), inventory setup, and vendor contracting; implement spa booking engines, Point of Sale (POS), and merchant payment gateways.
- Develop, formalize, and implement departmental Standard Operating Procedures (SOPs), service flows,and quality-audit checklists.
- Liaise closely with project managers and contractors during the fit-out phase, conducting snagging audits,ensuring smooth facility handover, and proactively escalating site delays.
- Design and execute operational dry runs, simulations, and trial services to stress-test workflows prior to public opening.
- Recruit, onboard, and mentor department heads, supervisors, therapists, and frontline operational personnel.
- Establish workforce rosters, performance KPIs, and accountability metrics, cultivating a disciplined,collaborative, and guest-centric culture.
- Maintain a visible and hands-on presence on the floor, actively hosting guests, modeling five-star hospitality standards, and leading immediate service recovery for guest concerns.
- Formulate and manage the annual operational budget, rolling forecasts, and P&L performance, exercising strict oversight over payroll ratios, procurement costs, inventory holding, and petty cash/cash flow.
- Analyze operational metrics—including treatment room RevPATR (Revenue Per Available Treatment Room), therapist utilization rates, average ticket size, and gross margins—implementing corrective actions to optimize capacity and yield.
- Partner with the founders and marketing agencies to design launch initiatives, direct-booking conversion tactics, community engagement, and local B2B luxury partnerships.
- Drive sustainable top-line revenue and recurring guest acquisition while defending brand equity and strictly avoiding margin-eroding discounting strategies.
- Supervise housekeeping, sanitation, and hygiene protocols to preserve pristine guest-facing suites, back-of-house areas, and wellness facilities.
- Oversee preventative and corrective plant maintenance programs in coordination with engineering personnel and external equipment vendors.
- Ensure comprehensive regulatory compliance across local licensing, fire and life safety (FLS),occupational health, and wellness industry certifications in coordination with legal advisors.
- Maintain clear administrative boundaries with medical/clinical specialists, respecting professional clinical autonomy while integrating clinical wellness workflows into overall operations.
