Spa/Onsen Manager

• Organize, manage, and supervise all daily Spa & Onsen operations, ensuring safe, clean, and standards-compliant service delivery.
• Develop, implement, and maintain SOPs, operational procedures, and service standards.
• Ensure service etiquette, Onsen & Spa rituals, and guest experiences reflect the authentic spirit of Japanese hospitality.
• Monitor and maintain service quality and guest experience throughout the entire service journey.

• Plan and oversee the recruitment, training, work assignments, and performance evaluation of Spa & Onsen staff.
• Train and guide staff to comply with operational procedures, service standards, and safety regulations.
• Foster professional work ethics, a strong sense of discipline, and a service-oriented mindset among team members.
• Develop the team to continuously enhance service quality and departmental operational efficiency.

• Develop and enhance treatment menus, Onsen packages, membership programmes, and other relevant service offerings.
• Develop revenue plans, establish pricing strategies, and implement promotional campaigns to drive sales.
• Monitor departmental KPIs, revenue performance, and overall business results.
• Propose initiatives to enhance service offerings, increase revenue, and elevate the overall guest experience.

• Monitor water quality, temperature, hygiene, equipment, and safety conditions throughout the Spa & Onsen facilities.
• Coordinate with the Engineering Department to inspect, maintain, and resolve related technical issues.
• Manage supplies, cosmetics, linen, tools and equipment, and other operational resources.
• Control operating costs, optimize the use of supplies, and ensure operational efficiency.
• Inspect and address service quality issues and guest complaints.

• Coordinate with the General Manager (GM), Front Office (FO), Housekeeping (HK), F&B, Engineering, and Sales & Marketing teams to enhance the overall guest experience.
• Prepare periodic reports on revenue, operational capacity, service quality, staffing, costs, and any issues arising.
• Report to GM and recommend solutions to improve operational procedures, enhance service quality, and increase operational efficiency.

• Age Range: 30–50 years old.
• Bachelor’s Degree required.
• Over 3 years of experience in the Spa & Onsen industry or in an equivalent management position.
• Experience in team management, service quality control, and operational cost management.

• Strong skills in staff management, training, and performance evaluation.
• Ability to oversee service quality, manage operational costs, and monitor business performance indicators.
• Ability to organize and coordinate operations and effectively handle unexpected issues.
• Detail-oriented, disciplined, and proactive, with a strong service mindset and a commitment to continuous improvement (Kaizen).

• Good/Moderate English communication skills.
• Proficiency in Japanese is an advantage.

• Previous work experience at Japanese hotels.
• Previous work experience in Japan.
• Previous study experience in Japan.