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: Treatment 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:
o Coordinating combined client journeys (spa facilities + treatments).
o 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.