Located in the Cotswold, Cowley Manor is one of the most famous buildings in the country. The luxury boutique hotel is composed of 31 rooms, a bar and a restaurant along with an incredible terrace, fantastic grounds and a stunning C-Side Spa. Job Title: Deputy Spa Manager Based in: Cowley Manor, Cowley, Cheltenham, GL53 9NL Reports to: Group Spa Manager & Cowley Manor Spa Manager Duties & Responsibilities The Wellness Manager must have spa treatment certifications and experience with spa training. Guest Welcome & Client Experience Provide personalised attention to each guest and ensure their comfort at every stage (before, during, and after the treatment). Be the main point of contact throughout the entire guest journey. Warmly welcome clients, offer a tour of the facilities, and explain their proper use. Conduct in-depth consultations to understand the guest’s specific needs and tailor treatments accordingly. Offer post-treatment advice and recommend suitable products. Handle delicate situations with diplomacy to turn any dissatisfaction into a positive experience. Promote treatments, services, and products with enthusiasm. Ensure impeccable service quality aligned with the property's standards. Manage guest complaints and ensure proper follow-up with management. Expert in Biologique Recherche facial protocols. Treatment Management & Team Coordination Lead the team of therapists: manage schedules, coordinate daily operations, motivate, and supervise. Oversee treatment operations across 4 cabins (massages, facials, beauty treatments). Implement, monitor, and enforce treatment protocols. Responsible for the development of facial treatments (hotel guests & local clientele). Ensure continuous training of the team in technical skills and brand updates. Understand and enforce brand-specific treatment protocols. Master product knowledge to provide personalized and effective advice. Work alongside Morgane to develop treatment revenue. Create offers, promotions, and marketing initiatives in coordination with management. Manage and optimize the treatment schedule. Ensure treatment room quality, hygiene, and overall guest experience. Retail Management Oversee product orders and stock management. Conduct monthly inventory checks. Implement and monitor merchandising for the boutique and spa retail areas. Develop a consultative sales strategy. Analyse commercial performance: average basket, conversion rate, etc. Handle complaints related to products or retail treatments. Ensure retail sales objectives are tracked and achieved. Cross-Functional Collaboration & Coordination Work closely with Spa Manager on: Coordinating combined client journeys (spa facilities treatments). Ensuring consistent service quality across the spa. Maintain direct relationships with partner brands. Follow up on marketing actions and spa promotion. Participate in the facilitation of team-wide meetings. Provide regular reporting to the hotel management and to Morgane. Track and analyze spa performance indicators. Standards & Procedures Ensure public areas are presented and maintained according to set standards. Supervise spa cleanliness, hygiene, and safety. Guide therapists in upholding treatment room standards. Ensure grooming and professional presentation across the team. Report on technical issues to the maintenance department. Leadership & Supervision Keep staff training files up to date. Supervise the team in the absence of the Spa Manager. Able to step into the Spa Manager role when required. What it is like to work for us? Whether you’re looking for an entry-level employment or a new opportunity to evolve, we make a point to recruit, develop, and retain the most motivated and talented people from all backgrounds and skills. Here is what we can offer: On the job and personalised training to develop the technical and managerial skills necessary to develop a clear career path: weekly masterclass, internal training & training with brands, incentive, etc. Possibility of inner company mobility within our foreign venues such as Italy, France, Spain or Switzerland. Staff discounts and benefits. Pension Scheme.