SUMMARY:
1x Retreat Manager (On-Site Leadership Position) URGENTLY needed for Retreat Spa in Hyde Park
POSITION INFO:
ROLE OVERVIEW
The Retreat Manager is a high-accountability operational leadership role responsible for the daily excellence and execution of the Spa’s operations, client experience and team performance. This is a floor-present, hands-on leadership role, not a remote or back-office coordinator. The ideal candidate has luxury Spa or Wellness group experience, is operationally sharp, guest-obsessed, and leads with high standards and presence.
KEY RESPONSIBILITIES- Direct daily spa operations & service flow - ensuring flawless execution.
- Enforce luxury guest experience standards every moment.
- Act as lead escalation handler for VIP / sensitive client matters.
- Ensure team discipline, punctuality, readiness & energy levels.
- Coordinate operations across spa, medical practitioners, and café synergy.
- Drive retail and upgrade performance, revenue optimisation.
- Oversee hygiene, safety and OHS compliance - non-negotiable.
- Support in wellness events, retreat activations & corporate bookings.
- Provide daily or weekly operational reporting directly to Directors.
KPIs & PERFORMANCE EXPECTATIONS- Client experience & treatment room flow efficiency.
- Retail to treatment conversion & upgrade rates.
- Zero-tolerance hygiene, safety, + professionalism compliance.
- Team discipline (punctuality, preparedness, grooming).
- Escalation handling resolved within under 3 minutes.
- Strong leadership presence and consistency.
