General Manager- SPA

JOB PURPOSE 

Responsible for the overall operation and management of the Spa business across the properties of Mayfair Group. This includes overseeing the day-to-day operations, ensuring exceptional guest experiences, managing the staff, and driving revenue growth.

KEY ACCOUNTABILITIES

1. Strategic Vision & Brand Positioning

• Proven ability to develop a wellness brand identity aligned with regional cultures and Western, Ayurveda, naturopathy, or other holistic systems.
• Experience in creating wellness journeys and retreat programs (yoga, meditation, ayurveda, fitness, diet, emotional healing).
• Strong understanding of international wellness trends and how to contextualize them for Indian and inbound guests.

2. Business Development & Spa Capture Strategy

• Past success in increasing spa capture ratios (spa revenue per occupied room) through cross-selling, room package bundling, and upselling techniques.
• Capability to create property-specific spa performance benchmarks.
• Knowledge of KPIs like treatment room utilization, therapist productivity, and guest rebooking rate.

3. Property-Specific Relevance & Customization

a. Urban Spa Focus (Bhubaneshwar, Raipur, Siliguri, Rourkela - World Cup Village):

• Ability to position spas as urban wellness escapes with a mix of express therapies and curated packages for locals, corporates, and transient guests.
• Should design corporate wellness packages, memberships, and stress-management programs.

b. Destination Spa Development (Gangtok, Kalimpong, Gopalpur):

• Expertise in planning multi-day wellness retreats including: (Would be Ideal)
  1. Detox programs
  2. Panchakarma/Ayurveda
  3. Immersive yoga or Himalayan healing therapies
• Should have experience working with retreat facilitators, wellness influencers, and retreat platforms (e.g. Healing Holidays, Retreat Guru).

4. Operational & Financial Acumen

• Deep understanding of spa P&L, budgeting, retail sales, and high-margin service offerings.
• Skilled in pricing strategy, incentive models for therapists, and cost management (product usage norms, therapist productivity).

5. Talent & Training Leadership

• Experience in recruiting, training, and mentoring spa and wellness therapists, yoga teachers, naturopaths.
• Ability to implement Standard operating procedures (SOPs) for service consistency and guest satisfaction.
• Drive wellness staff engagement and therapy-specific training calendars.

6. Cross-Sell & Marketing Synergy

• Knows how to work with hotel GMs, sales & marketing to:
  1. Bundle wellness in stay packages
  2. Run seasonal promotions and gift vouchers
  3. Engage in digital wellness storytelling for brand campaigns
• Should be adept at social media content strategy related to wellness (detox tips, behind-the-scenes with therapists, seasonal ritual highlights).

7. Certifications & Global Exposure

• Degree/Diploma in Spa Management, Wellness Sciences, Naturopathy or Hospitality with wellness specialization.
• Certifications in Yoga/Ayurveda/Reiki/Nutrition are a plus.
• Global work experience or exposure to international wellness resorts (Thailand, Bali, Switzerland, Kerala, etc.) desirable.

   Success Metrics to be Driven by the GM – Wellness & Spa

• Increase in Spa Revenue per Occupied Room (RevPOR)
• Growth in Treatment Room Utilization
• Repeat Guest Ratio & Feedback Score
• Signature Therapies & Retreat Program Launches
• Cross-property brand consistency
• Local capture % for urban spas
• Wellness Retreat occupancy at destination spas