Spa Manager - InterContinental Dominica Cabrits Resort & Spa

About InterContinental Dominica Cabrits Resort & Spa:

Nestled within Cabrits National Park, the 131-room InterContinental Dominica Cabrits Resort & Spa offers a unique and luxurious stay experience to travelers seeking to unwind, seclude and discover the island’s natural beauty. The resort’s four outdoor pools, expansive spa, fitness center and beach access provide a relaxing tropical getaway, while its 8,500 square feet of indoor and outdoor meeting space and onsite business center accommodate corporate events and blended travel. Additionally, three on-property restaurants, and beach and swim-up pool bars provide refreshment for guests following a day exploring nearby Cabrits National Park or Dominica’s various hot springs, waterfalls and canyons. 

Location: Dominica. This position is not eligible for remote work.

JOB SUMMARY: 

The Spa Manager is responsible for the overall management, operation, profitability, and guest satisfaction of the resort's Spa & Wellness facilities. The role ensures the delivery of exceptional luxury spa experiences in line with brand standards while maximizing revenue, maintaining high service quality, and leading a motivated team of wellness professionals. The Spa Manager oversees daily operations, treatment programs, retail sales, guest relations, staff development, budgeting, and compliance with health and safety regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Operational Management

• Oversee the daily operations of the spa, wellness center, salon, and related facilities.
• Ensure all spa services are delivered in accordance with brand standards and luxury hospitality expectations.
• Monitor treatment quality, guest satisfaction, and service consistency.
• Maintain cleanliness, ambiance, and operational readiness of all spa facilities.
• Develop and implement standard operating procedures (SOPs) for spa operations.

Guest Experience

• Ensure exceptional guest service and personalized wellness experiences.
• Handle guest feedback, concerns, and service recovery professionally and promptly.
• Monitor guest satisfaction scores and implement continuous improvement initiatives.
• Promote wellness programs and customized treatment packages.

Financial Management

• Prepare and manage annual budgets, forecasts, and operating expenses.
• Monitor revenue performance and implement strategies to maximize profitability.
• Control labor costs, product usage, and operational expenses.
• Analyze financial reports and identify opportunities for revenue growth.
• Drive retail sales of spa products and wellness merchandise.

Team Leadership & Development

• Recruit, train, supervise, and evaluate spa therapists, receptionists, attendants, and support staff.
• Conduct regular performance reviews and coaching sessions.
• Develop training programs to ensure compliance with brand service standards.
• Foster a positive, professional, and guest-focused work environment.
• Prepare staff schedules and ensure adequate staffing levels.

Sales & Marketing

• Collaborate with the Sales and Marketing team to promote spa services and wellness packages.
• Develop seasonal promotions and special offers.
• Establish relationships with resort guests, local residents, and external partners.
• Monitor market trends and competitor activities.
• Participate in wellness events and resort promotional activities.

Inventory & Retail Management

• Manage procurement and inventory of spa products, supplies, and equipment.
• Ensure proper stock control procedures are maintained.
• Monitor retail displays and merchandising standards.
• Conduct regular inventory audits.

Health, Safety & Compliance

• Ensure compliance with all health, hygiene, sanitation, and safety regulations.
• Maintain treatment room standards and equipment maintenance schedules.
• Ensure all therapists maintain required certifications and licenses.
• Adhere to company policies, brand standards, and local labor regulations.

Reporting & Administration

• Prepare daily, weekly, and monthly operational reports.
• Monitor key performance indicators (KPIs) including revenue, retail sales, treatment utilization, and guest satisfaction.
• Maintain accurate employee, inventory, and operational records.
• Participate in management meetings and contribute to resort operational objectives.

Qualifications & Experience

• Bachelor's Degree or Diploma in Hospitality Management, Spa Management, Wellness Management, Business Administration, or a related field.
• Minimum 5 years' experience in luxury spa operations, including at least 2 years in a managerial role within a 5-star hotel or resort.
• Experience working with internationally branded hospitality companies preferred.
• Strong understanding of spa treatments, wellness programs, and luxury guest service standards.
• Knowledge of spa management systems and point-of-sale software.

Skills & Competencies

• Leadership and team management skills.
• Strong financial and business acumen.
• Excellent communication and interpersonal skills.
• Exceptional guest service orientation.
• Sales and marketing capabilities.
• Problem-solving and decision-making skills.
• Organizational and time management abilities.
• Ability to work flexible schedules, including weekends and holidays.

HOW DO I DELIVER THIS?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG^® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests 

• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or requirements/qualifications of the job.

About InterContinental Hotels & Resorts:

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, and we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand, and to be part of the brand, you will have a thirst for travel, a passion for culture, and an appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance by always welcoming different backgrounds, experiences, and perspectives. 

IHG Hotels & Resorts gives every team member what they need to belong, grow, and make a difference in a collaborative environment.