Spa Operations Manager

ABOUT US

Africology's journey is one of resilience, family values, and a commitment to natural healing. Founded by Renchia Droganis during a time of personal adversity, Africology began with a passion for harnessing the power of botanical therapies. What started as a single mother's effort to create meaningful, chemical-free skincare has grown into a family-run business present in leading hotels and spas worldwide. Guided by a deep respect for nature, every product is crafted with care, reflecting Africology's dedication to authentic beauty and environmental preservation.

ROLE PURPOSE & LOCATIONS UNDER MANAGEMENT

The Spa Operations Manager oversees the full operational performance of multiple boutique spa and retail store locations across Gauteng and the Western Cape. This role ensures that every guest receives a world-class luxury spa experience, staff perform at the highest standards, and operational processes run smoothly across all sites.

The role requires a qualified therapist with strong management ability, excellent interpersonal skills, and proven experience in luxury spa environments. You will support daily operations, drive retail performance, maintain spa standards, lead teams, and uphold the premium status of the brand.

Gauteng (Weekly Travel Required)

· 1 Retail Store – Pretoria

· 2 Boutique 5-Star Spas – Johannesburg

Western Cape (Assistance as needed)

· 1 Retail Store – Cape Town

· 1 Boutique Spa – Cape Town

· Site visits are coordinated with the HR/Operations Manager

DUTIES & RESPONSIBILITIES

KEY PERFORMANCE INDICATORS: but not limited to:

1. Guest Experience & Customer Service Excellence

• Uphold a consistently restorative, intentional, and 5-star guest journey across all touchpoints. Ensure every interaction—whether in person, online, or telephonic—is warm, professional, and aligned with boutique spa standards.
• Resolve guest complaints promptly with thoughtful, solutions-driven action.
• Guide teams to use open-ended questions and personalised service techniques.
• Oversee all digital customer service platforms (Reamaze, Shopify, Instagram, Yotpo, Facebook, Live Chat, support email).
• Implement and maintain the Client Complaint Corrective Action/Assessment process.
• Support Directors with high-level enquiries, maintaining strict confidentiality.
• Ensure each guest experience reflects Africology's holistic, mindful ethos.

2. Operational Excellence & Conscious Leadership

• Lead all daily operations with accuracy, presence, and a calm authority that supports seamless coordination across teams and locations.
• Enforce Opening & Closing Procedures at every site, ensuring consistency and compliance.
• Oversee all booking systems, confirmations, deposits, therapist allocations, and system accuracy.
• Maintain strict compliance with Refund, Voucher, EFT, Deposit, and Gratuity procedures.
• Manage cash-ups, EOD processes, petty cash, and timely submission of reports.
• Conduct daily to weekly site checks covering cleanliness, hygiene, retail displays, treatment room standards, staff grooming, and Health & Safety requirements.
• Maintain an ISO-aligned operational environment, ensuring all systems remain structured, documented, and audit-ready.
• Uphold the Africology Healing Environment by cultivating authenticity, consciousness, compassion, and respect across the team.

3. Retail Leadership, Product Knowledge & Ritual Integrity

• Strengthen retail performance while protecting the authenticity of Africology rituals and product philosophy.
• Train teams on product knowledge, sales techniques, treatment-to-retail conversions, and mindful engagement.
• Communicate weekly updates on promotions, new products, merchandising displays, and sales expectations.
• Ensure retail displays reflect luxury standards and monthly promotions are executed correctly.
• Safeguard product usage accuracy, stock purity, and alignment with treatment rituals.

4. CHIDESK Control Centre, Systems Management & Reporting

• Maintain complete integrity of the Chidesk system and related operational data.
• Manage all Chidesk database elements including treatments, recipes, barcodes, items, supplier codes, and pricing.
• Oversee commission structures, calculations, and Chidesk reporting.
• Manage SMS marketing, digital promotions, and campaign deployment.
• Produce all variance, stock movement, sales, and performance reports.

5. Stock Control & Inventory Management

• Lead stock processes with precision, transparency, and preventative mindset.
• Conduct weekly stock takes at all Gauteng sites, including accurate capturing, variance analysis, and corrective actions.
• Facilitate monthly stock takes with full variance reporting and preventative measures.
• Ensure timely and accurate stock ordering for internal and external suppliers.
• Maintain optimal stock levels to prevent shrinkage and support operational flow.
• Train staff in correct product and stock-handling protocols.

6. Financial Administration, Analysis & Resource Management

• Support financial stability through accurate reporting, mindful resource use, and cost awareness.
• Submit weekly and monthly sales, stock, and EOD reports to Accounts and HQ.
• Compile monthly payroll support documents (commissions, timesheets, biometric data, overtime, leave).
• Oversee month-end reporting using Chidesk, Excel, and internal templates.
• Analyse sales performance, growth opportunities, budget alignment, and forecasting.
• Optimise labour, revenue, and stock utilisation mindfully.

7. Staff Management, Leadership & HR Support

• Build a harmonious, high-performing team grounded in respect, emotional intelligence, and consistent growth.
• Lead Supervisors, Retail Teams, Therapists, and Front Desk staff with clarity and compassion.
• Conduct interviews, trade tests, reference checks, and hiring recommendations.
• Address staff-related matters, escalating HR concerns appropriately.
• Oversee probation reviews and performance assessments (mid-year and annual).
• Ensure staff maintain 5-star grooming, uniform standards, punctuality, and professional conduct.
• Mentor Supervisors and Receptionists to strengthen internal operational leadership.
• Foster teamwork, unity, and a culture of mindfulness and shared purpose.

8. Safety, Wellness & Environmental Care

• Maintain a safe, serene, and environmentally conscious space that supports healing and high performance.
• Uphold Health & Safety compliance across all spa environments.
• Ensure treatment rooms, guest areas, and staff zones uphold cleanliness and energetic harmony.
• Encourage sustainable practices and conscious resource usage.
• Support overall team wellness through grounded, holistic leadership.

QUALIFICATION AND EXPERIENCEQUALIFICATIONS:

• Qualified Somatologist / Spa Therapist: CIDESCO, SAAHSP, ITEC or equivalent qualification mandatory
• Additional certifications in spa management, business management, or leadership are advantageous.

EXPERIENCE:

• Minimum 5 years' experience in a luxury spa environment.
• At least 2 years in a supervisory or management role within a spa or hospitality setting.

Strong experience in:

• Chidesk Spa Management System
• POS systems (Chidesk)
• Stock control, variance management
• Retail performance and staff sales training
• Handling guest escalations professionally
• Multi-site operations management

Previous experience in a 5-star hotel spa or premium wellness brand is highly desirable

• Excellent communication and emotional intelligence.
• High-level problem-solving capability, especially with guest concerns.
• Meticulous attention to detail and personal presentation.
• Ability to remain calm, professional, and solution-driven under pressure.
• Strong organisational ability across multiple sites.
• Financial and analytical skills to manage targets, stock, and reporting.
• Ability to train, coach, and develop staff effectively.
• Strong understanding of spa treatments, products, and wellness philosophy.

WORKING STRUCTURE & TRAVEL REQUIREMENTS

• Position is based at Randburg Office.
• Weekly travel to all Gauteng spas and retail stores to conduct checks, audits, training, and operational support.
• Western Cape support provided as needed, with visits coordinated through the HR/Operations Manager.
• Valid driver's licence required.
• Flexibility required during promotional periods, peak seasons, and operational escalations.

WHY JOIN US

• Competitive compensation package.
• Opportunities for career growth and advancement.
• A dynamic and collaborative work environment.
• Commitment to quality, safety, and environmental responsibility.

If you are ready to embrace a challenging and rewarding role within the natural skincare and wellness industry and possess the required skills and experience, we encourage you to apply. Africology is an equal opportunity employer, welcoming applications from individuals with diverse backgrounds and experiences. We are excited to welcome a passionate team member who shares our commitment to crafting authentic beauty products rooted in nature and holistic wellness.

Duties and responsibilities are not limited to the above job specifications, and additional requirements and instructions must be adhered to and complied with as needed and within legal limits. Duties, responsibilities, requirements, and/or instructions may change at any time in accordance with business or operational needs.

Job Type: Full-time

Pay: R20 000,00 - R25 000,00 per month

Application Question(s):

• Describe a time you personally resolved a high-level guest complaint in a luxury spa or hotel. What steps did you take, how did you communicate with the guest, and what was the outcome for both the client and your team?
• What systems, processes, and routines do you use to ensure consistent 5-star operational standards across multiple spa sites? Please give an example of how you maintained consistency without being physically present every day.
• Explain your experience managing a spa management system (preferably Chidesk). Which specific reports did you run weekly or monthly, and how did you use that data to influence decisions or improve performance?
• Share an example where you identified stock variances or shrinkage in a spa environment. What actions did you take to correct it and prevent it from happening again?
• How do you develop, mentor, and hold spa teams accountable while maintaining a calm, mindful, and emotionally intelligent leadership style? Please give a real example.

Work Location: In person