The posting
About THG Ingenuity
THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.
Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.
Spa Supervisor
Full Time | 40 Hours per Week King Street Townhouse Hotel Reporting to the Spa & Operations Manager
The Spa Supervisor will support the Spa Manager in the day-to-day operation of the Spa and Gym, helping to ensure exceptional guest experiences, high operational standards and a positive, well-organised working environment.
Key Responsibilities
- Support the Spa Manager with the daily operation of the Spa and Gym.
- Supervise and guide the team during assigned shifts, providing direction and support where required.
- Act as the point of contact for colleagues and guests during the Spa Manager’s absence or when delegated.
- Assist with duty management responsibilities and ensure the smooth running of the department.
- Support the achievement of revenue targets across treatments, memberships, retail and leisure.
- Monitor team productivity, stock usage and operational efficiency, reporting any concerns to the Spa Manager.
- Ensure all guest interactions reflect the luxury standards and values of King Street Townhouse Hotel & Spa.
- Monitor treatment, service, presentation and operational standards, addressing minor issues promptly and escalating matters where necessary.
- Help ensure that the guest journey, from booking and arrival through to treatment and departure, is seamless and personalised.
- Deliver exceptional treatments and provide professional hosting for spa guests, where appropriately qualified.
- Assist with rota planning and resource allocation in line with business levels and operational requirements.
- Maintain high standards of cleanliness, hygiene and presentation throughout the Spa, Gym and associated back-of-house areas.
- Assist with ordering, stock control and regular stocktaking, reporting discrepancies or low stock levels to the Spa Manager.
- Ensure products and equipment are used responsibly and in accordance with company procedures.
- Deal with guest feedback and complaints promptly and professionally, escalating issues to the Spa Manager where appropriate.
- Support the delivery of product, retail and technical skills coaching within the team.
- Promote knowledge sharing, best practice and adherence to departmental Standard Operating Procedures.
- Ensure Spa procedures are followed consistently and highlight opportunities for improvement.
- Support the induction, onboarding and training of new colleagues.
- Contribute to maintaining positive team morale and a collaborative, professional working environment.
- Help manage team organisation and conduct in line with company values and business requirements.
- Attend and contribute to relevant departmental and hotel meetings when required.
- Ensure all legal, licensing, health and safety requirements are followed and promptly report any concerns.
- Complete all required e-learning, training and compliance activities within the specified deadlines.
- Undertake any other reasonable duties appropriate to the role and level of responsibility.
Experience and Knowledge
- Previous experience in a supervisory or senior therapist role within a luxury spa, hotel spa, health club or leisure environment.
- A recognised qualification in relevant spa or beauty treatments.
- Strong knowledge of spa operations, treatment delivery, retail and guest service standards.
- Knowledge of ESPA products and treatments is desirable.
- Excellent communication, organisation and interpersonal skills.
- The ability to lead and support a team during daily operations.
- A commercial and results-focused approach.
- Good understanding of stock management, operational procedures and health and safety requirements.
- A proactive, hands-on approach with strong attention to detail.
- The confidence to deal with guest queries and operational issues professionally.
- Flexibility to work across a range of shifts, including evenings, weekends and public holidays.
Key Performance Indicators
- Performance and conduct consistently reflect the company’s values.
- Consistently high guest satisfaction and positive guest feedback.
- Achievement of departmental targets across treatments, retail, memberships and leisure.
- Consistent adherence to Spa procedures, brand standards and cleanliness requirements.
- Effective supervision and support of the team during assigned shifts.
- Training attendance and completion.
- E-learning and health and safety completion rates.
- Compliance with Spa, hotel and statutory health and safety policies.
- Accurate stock management and responsible use of products and equipment.
- Positive contribution to team engagement, development and performance.
THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.
