Spa & Wellness Manager

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Responsibilities

Operations & Guest Experience

• Manage the daily operation of the spa and wellness areas, ensuring service delivery is consistent, efficient, polished, and aligned with brand standards.
• Maintain a visible floor presence during peak periods, supporting the team, resolving operational issues, and safeguarding a smooth guest flow.
• Oversee treatment room readiness, facility presentation, ambience, cleanliness, hygiene, and safety standards across front- and back-of-house areas.
• Respond to guest feedback and service recovery matters promptly, escalating complex or sensitive issues to the Spa & Wellness Executive Director/ Director where required.
• Monitor consultation standards, treatment delivery, post-treatment care, retail recommendations, and booking accuracy to strengthen the end-to-end guest journey.
• Conduct regular walkthroughs, quality checks, treatment observations, and operational audits, ensuring corrective actions are completed within agreed timelines.
• Support pre-opening readiness checks, soft-opening rehearsals, and operational ramp-up activities to confirm guest areas, equipment, supplies, and service flows are fully prepared.

Financial & Commercial Management

• Support the Spa & Wellness Executive Director/ Director in managing departmental revenue, expenses, productivity, and cost-control performance against approved targets.
• Review daily revenue, treatment utilisation, therapist productivity, retail conversion, and stock movement, taking practical action to improve performance.
• Manage labour deployment, consumable usage, linen flow, and operating supplies to reduce waste while maintaining service readiness.
• Assist with promotions, treatment packaging, membership activity, and retail initiatives in line with approved commercial plans.
• Contribute operational insights to budgeting, forecasting, menu planning, procurement readiness, and opening ramp-up assumptions.

Sales, Marketing & Brand Representation

• Represent the spa and wellness operation professionally during guest-facing activities, internal activations, promotional events, and hotel initiatives.
• Support Sales & Marketing by providing accurate operational information for campaigns, collateral, digital content, and guest communications.
• Ensure retail displays, treatment menus, wellness programming, and promotional touchpoints are current, visually refined, and commercially relevant.
• Build positive relationships with regular guests, members, hotel teams, brand partners, and suppliers to strengthen loyalty and operational collaboration.
• Assist in the implementation of approved wellness programmes, partnerships, launch offers, and seasonal activations.

People Leadership & Associate Relations

• Lead assistant managers, supervisors, therapists, receptionists, and attendants in day-to-day operations, ensuring expectations are clear and standards are consistently upheld.
• Support recruitment, onboarding, probation reviews, coaching, and performance follow-up in partnership with the Spa & Wellness Executive Director/ Director and Human Resources.
• Prepare and manage rosters, leave planning, daily deployment, break coverage, and task allocation to maintain appropriate staffing levels and service continuity.
• Reinforce grooming, punctuality, communication, professional conduct, and luxury service behaviours through consistent coaching and timely feedback.
• Address minor conduct or performance matters promptly and fairly, escalating formal disciplinary concerns in accordance with company procedures.
• Conduct daily briefings, service huddles, operational handovers, and team communication routines to promote alignment and accountability.

Training & Talent Development

• Ensure all associates complete mandatory hotel, spa, wellness, hygiene, safety, product, and brand orientation before performing operational duties.
• Work closely with the Spa & Wellness Training Manager to schedule training, monitor attendance, support assessments, and follow up on competency gaps.
• Participate in soft-opening simulations, treatment timing reviews, emergency drills, and operational rehearsals to validate readiness and consistency.
• Maintain a culture of continuous learning by sharing feedback, observing service delivery, and reinforcing updated standards during daily operations.

Administration & Reporting

• Prepare accurate daily, weekly, and monthly operational reports covering revenue, productivity, guest feedback, retail performance, stock, incidents, and maintenance matters.
• Maintain effective booking, POS, cash-handling, commission, stock-control, and inventory processes in accordance with company policies.
• Monitor par levels for professional products, retail items, consumables, amenities, operating supplies, uniforms, and linen to prevent service disruption.
• Maintain updated SOPs, checklists, opening and closing procedures, hygiene logs, risk controls, maintenance records, and incident documentation.
• Provide timely updates to the Spa & Wellness Director on operational risks, resource requirements, guest trends, team matters, and corrective actions.

Projects & Pre‑Opening Support

• Support pre-opening, renovation, refurbishment, and operational-improvement projects by coordinating assigned tasks, timelines, and stakeholder follow-up.
• Assist with the preparation of readiness trackers, snag lists, equipment checks, product lists, room set-up standards, and operational handover documents.
• Coordinate with Engineering, Housekeeping, Procurement, IT, Security, and external vendors to resolve operational issues affecting spa readiness or continuity.
• Support commissioning, testing, preventive-maintenance planning, warranty tracking, and user training for spa equipment and wellness facilities.
• Track assigned project risks, dependencies, and action items, escalating delays or critical concerns to the Spa & Wellness Executive Director.

Education & Certification

• Diploma or degree in Hospitality Management, Business Administration, Wellness, or Spa Management
• Professional spa or wellness certifications (e.g., CIDESCO, CIBTAC, ITEC, or equivalent)

Experience

• Minimum 8 years of progressive experience within luxury spa, wellness, hospitality, or guest-experience operations
• Minimum 5 years in an assistant manager or manager capacity within a spa and wellness in a luxury establishment
• Practical experience in team leadership, guest relations, and budgeting P&L
• Working knowledge of treatment operations, retail selling, luxury-service expectations and Forbes standards
• Exposure to pre-opening, re-branding or project-readiness activities is an advantage

Core Competencies & Professional Attributes

• Strong operational leadership with the ability to guide teams calmly, clearly, and consistently during busy service periods
• Excellent guest-relations skills, with confidence in resolving concerns professionally and preserving a refined service environment
• Organised, detail-oriented, and commercially aware, with the ability to monitor KPIs, rosters, stock, reporting, and service standards
• Collaborative communication style, with the ability to work effectively with the Spa & Wellness Director, hotel departments, brand partners, and suppliers
• Professional presence, discretion, composure, and a genuine commitment to luxury wellness, guest care, and team development
• Operational flexibility to work weekends, public holidays, early shifts, late shifts, and rotating rosters as required by business needs

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.