Wellness Spa Manager

Entity/Property: COMO Metropolitan London
Position: COMO Shambhala Wellness Manager
Base Location: London
Department: COMO Shambhala Urban Escape 
Reports To: Managing Director / Group Operations Director

Role:

The Wellness Manager oversees the day-to-day operations of the spa, manages and directs a successful, profitable, and efficient COMO Shambhala operation, ensuring that our wellness services align with the objectives, performances, and the quality standards set by the Hotel, and by COMO Shambhala.

Tasks / Responsibilities:

• Create, maintain, and implement the Standard Operating Procedures (SOPs), and guests journey for the department, and ensure that they are followed by the team

  • Conduct daily/weekly/monthly meetings within the team to encourage open communication and sharing of ideas

  • Oversee retail operations within the wellness center – vendor and inventory management / revenue budgets ensuring the retail space / outlet is attractive and well always stocked

  • Manage team performances and ensure that the philosophy of COMO Shambhala is reflected in all interactions with guests and team members

  • Engage teams and continuously upgrade COMO Shambhala products knowledge – treatments, products, retail, hotel facilities and able to make insightful recommendation and upsell to guests

  • Meet and exceed Leading Quality Assurance (LQA) standards as much as possible, always ensuring high standard of service and high quality of treatment

  • Ensure health and safety standards are complied with at all times

  • Update the Spa and wellness knowledge regularly with participation in continuing education classes to maintain current knowledge of industry

  • Develop and mentor employees through coaching, training, delegation, support, motivation and direction

  • Collaborate closely with the Corporate Head Office and Hotel Sales and Marketing teams for COMO Shambhala business initiatives

  • Review the website regularly and all digital media to ensure information Is accurate and up to date

  • Manage, coordinate, promote, and host visiting practitioners, workshops, retreats, and other COMO Shambhala events to ensure their success

  • Work with all Hotel departments to effectively promote COMO Shambhala to guests

  • Actively participate in COMO Shambhala-related sales trips as needed, supporting the sales team to secure future business

  • Ensure the Daily Flash Report is completed accurately and take appropriate action to improve business performance when necessary

  • Prepare the department’s annual budget, sales and marketing plans, and business plan

  • Work proactively to maximize departmental Gross Operating Profit (GOP) by setting revenue targets for the department and team members, and developing both short-term and long-term revenue and service strategies

  • Prepare monthly reports and communicate the department’s financial performance promptly to Hotel management and COMO Shambhala Head Office

  • Set and manage inventory procedures to maintain accurate control of retail inventory, ensuring operational and retail stock orders stay within budgetary limits

  • Conduct performance reviews as required to monitor team performances and plan for succession

  • Encourage professional development by planning appropriate training programs for team members

  • Support the department’s onsite trainer and ensure continuous departmental training

Essential Attributes:

• Previous experience in Spa/Wellness Centre in luxury hotel setting
• Excellent social interaction and communication skills
• Proactive in approach with a self-driven attitude 
• Good spoken and written English

Sustainability & Corporate Social Responsibility

At COMO, we are committed to fostering sustainability and corporate responsibility across all aspects of our operations. As part of our team, you will play an active role in shaping and supporting initiatives that align with our environmental, social, and governance (ESG) goals. We value candidates who are passionate about driving sustainable practices and contributing to a positive impact on our communities and the planet. Your participation will be crucial in helping us meet our sustainability objectives and create lasting change.

Extra Duties:

From time to time you may be asked to undertake duties that are not included in this job description. You should agree to undertake these duties as long as the request is reasonable and will not affect your health, safety or security.