Spa Supervisor

Spa Supervisor

Aura Wellness Club | Kuwait

DEPARTMENT Spa & Wellness

REPORTS TO Spa Manager

ROLE FOCUS Service, standards & revenue

Role purpose

The Spa Supervisor is responsible for the smooth day-to-day operation of Aura Wellness Club’s spa environment, ensuring treatment rooms, facilities, specialist teams and service standards consistently reflect a premium wellness experience. Working closely with the Spa Manager, the role leads the daily delivery of treatments, maintains exceptional hygiene and cleanliness, supports and coaches treatment specialists, and drives revenue, productivity, member satisfaction and Net Promoter Score (NPS).

Key responsibilities1. Treatment room and daily operations

· Oversee the daily readiness, allocation and utilisation of treatment rooms, ensuring rooms are prepared, correctly equipped and presented to Aura’s standards before each appointment.

· Coordinate treatment schedules, room turnaround, breaks and therapist availability to maximise capacity while protecting treatment quality and a calm member journey.

· Monitor appointment flow, punctuality, waiting times, cancellations and no-shows; resolve operational issues quickly and communicate changes clearly to members and colleagues.

· Complete opening, mid-shift and closing checks, ensuring equipment, products, linen, consumables and treatment menus are available and well maintained.

· Escalate equipment faults, maintenance needs, stock shortages and service risks promptly, following up until resolved.

1. Member experience and service recovery

· Lead by example in delivering a warm, discreet, personalised and professional experience from arrival and consultation through treatment, aftercare and departure.

· Ensure members are welcomed, appointments are confirmed, preferences and relevant requirements are recorded appropriately, and members understand the treatment and aftercare offered.

· Observe service delivery and coach the team on communication, consultation, professionalism, personalisation and consistent service rituals.

· Handle member feedback, complaints and service recovery promptly and empathetically, taking ownership through to resolution and escalating serious or recurring issues.

· Use member feedback, reviews and NPS comments to identify trends, agree improvement actions and close the loop with members where appropriate.

1. Treatment specialists and service quality

· Support the daily performance of therapists and other treatment specialists, ensuring they deliver only treatments for which they are appropriately trained, competent and authorised.

· Check that specialists follow approved treatment protocols, consultation and consent processes, contraindication checks, treatment records and aftercare guidance.

· Coordinate inductions, refreshers, observations and coaching in partnership with the Spa Manager, including service standards and technical quality where qualified to assess.

· Monitor professional presentation, punctuality, productivity, teamwork and adherence to schedules; address concerns constructively and escalate capability or conduct issues.

· Help ensure treatment descriptions, prices, durations and expected outcomes are communicated accurately and that members are not given misleading or unapproved claims.

1. Hygiene, cleanliness and health & safety

· Maintain impeccable standards of cleanliness, hygiene, sanitisation and presentation across treatment rooms, equipment, shared areas, storage and back-of-house spaces.

· Ensure rooms and equipment are cleaned and disinfected between treatments in line with manufacturer guidance, approved procedures and local regulatory requirements.

· Monitor linen handling, laundry, waste disposal, hand hygiene, product storage, expiry dates and safe handling of tools and consumables.

· Carry out and record routine hygiene, safety and cleanliness audits; ensure corrective actions are completed promptly and documented.

· Ensure incidents, accidents, allergic reactions, equipment concerns and other safety issues are reported and escalated in accordance with club procedures.

· Maintain appropriate controls for treatment products, specialist equipment and wellness technologies, ensuring only trained and authorised team members use them.

1. Revenue, retail and commercial performance

· Work with the Spa Manager to achieve treatment revenue, utilisation, productivity, average spend and retail targets without compromising member wellbeing or service quality.

· Monitor room utilisation, treatment availability, therapist productivity, booking patterns and peak/off-peak demand; recommend actions to improve capacity and reduce avoidable gaps.

· Encourage appropriate rebooking, treatment-course continuation and relevant retail recommendations based on members’ stated needs and specialist advice.

· Ensure the team confidently explains treatment options, packages, memberships and promotions, with accurate pricing and transparent terms.

· Identify opportunities to increase revenue through better scheduling, reduced cancellations, service recovery, seasonal offers and relevant add-on treatments.

· Monitor daily and weekly performance reports, highlight variances and support practical action plans with the Spa Manager.

1. NPS, feedback and continuous improvement

· Support the achievement of agreed NPS and member satisfaction targets by embedding consistent service standards throughout the member journey.

· Review NPS results, survey comments, complaints, compliments and online feedback to identify recurring themes and root causes.

· Share insights with the Spa Manager and team, agree owners and deadlines for improvement actions, and track completion and impact.

· Recognise excellent service and share positive feedback to reinforce the behaviours that create memorable experiences.

· Use feedback to improve operational processes, treatment room presentation, booking journeys and communication with members.

1. Team leadership and communication

· Coordinate daily briefings, handovers and team priorities, ensuring specialists understand appointments, VIP or special requests, service updates and operational issues on a need-to-know basis.

· Set clear expectations, maintain a visible floor presence and provide timely feedback, support and recognition.

· Assist with rotas, attendance, leave coordination and deployment in line with demand and agreed staffing levels.

· Support recruitment, onboarding and training of new team members as required, in partnership with the Spa Manager.

· Work collaboratively with reception, member experience, fitness, facilities, housekeeping and other club departments to deliver a seamless experience.

1. Stock, equipment and administration

· Monitor treatment products, retail stock, linen and consumables; complete stock checks, maintain orderly storage and raise replenishment requests in line with agreed controls.

· Help control wastage, monitor product usage and ensure stock is rotated and stored safely.

· Maintain accurate records for room checks, cleaning schedules, incidents, training, treatment delivery and agreed performance measures.

· Protect member confidentiality and handle personal information in accordance with club policy and applicable data-protection requirements.

Key performance indicators (KPIs)

· Net Promoter Score (NPS), member satisfaction and quality of member feedback.

· Treatment revenue against budget and agreed sales targets.

· Treatment room utilisation and therapist productivity.

· Average spend per treatment, appropriate rebooking and retail performance.

· Appointment punctuality, room turnaround and avoidable downtime.

· Completion and pass rates for hygiene, cleanliness, safety and room-readiness checks.

· Complaints, service recovery outcomes and completion of corrective actions.

· Team training completion, adherence to treatment protocols and service standards.

Note: Specific KPI definitions, targets and reporting frequency will be agreed with the Spa Manager and reviewed regularly.

Skills, experience and personal attributes

· Experience in a spa, wellness, beauty, hospitality or premium customer-service environment; supervisory experience is preferred.

· Strong understanding of treatment-room operations, therapist scheduling, room standards and the importance of consistent service delivery.

· Sound knowledge of hygiene, sanitisation, safe working practices and relevant local requirements.

· Confident team communicator with the ability to coach, organise, prioritise and address issues professionally.

· Commercial awareness and confidence using performance information to improve revenue, utilisation and productivity.

· Member-focused, calm under pressure, discreet and committed to service recovery and continuous improvement.

· Organised and detail-oriented, with the ability to maintain accurate checks, records and handovers.

· Comfortable using booking, point-of-sale, stock and reporting systems, with training provided where required.

Authority and escalation

The Spa Supervisor is expected to make day-to-day operational decisions within agreed club procedures and delegated authority. Serious member complaints, incidents, suspected breaches of safety or hygiene, treatment concerns, staffing matters beyond the role’s authority, and material commercial or reputational risks must be escalated promptly to the Spa Manager or relevant duty manager.

Our commitment

At Aura Wellness Club, luxury is delivered through consistency, care and attention to detail. The Spa Supervisor plays a key role in ensuring every treatment, every room and every interaction reflects our standards—creating a safe, restorative and memorable experience while supporting the commercial success of the spa.

Pay: KD500.000 - KD750.000 per hour

Application Question(s):

• What certificates do you have to deliver certain treatments?

Work Location: In person