Job description
Join Billion Onsen Spa Sdn Bhd as the Spa General Manager and lead our premium wellness experience in Johor Bahru. In this pivotal leadership role, you will oversee day-to-day spa operations, guest satisfaction, and the delivery of exceptional service in a tranquil, onsen-inspired environment. You will partner with department heads to drive revenue, optimize guest flow, manage staffing, and uphold the highest standards of safety and quality.
As Spa General Manager, you will develop and enforce standard operating procedures, maintain rigorous hygiene and safety protocols, and ensure regulatory compliance across all touchpoints—from reservations and reception to treatments and facilities. You will manage budgets, monitor key performance indicators, and own profit and loss to achieve sustainable growth while controlling costs.
You will cultivate a culture of service excellence, mentor a high-performing team of therapists, front-desk colleagues, and wellness specialists, and lead talent acquisition, onboarding, and ongoing training. Design compelling promotions, memberships, and partnerships to attract new guests and delight loyal clients, while delivering a consistently memorable guest journey.
Ideal candidates bring hospitality leadership, a strategic mindset, and a passion for wellbeing. If you excel at people leadership, data-driven decision making, and elevating guest experiences in a luxury spa setting, we want to hear from you.
From a guest experience perspective, you will oversee treatments ranging from traditional spa rituals to modern wellness therapies, ensuring staff delivery aligns with the Billion Onsen brand and local expectations. You will manage supplier relationships, inventory, equipment maintenance, and facility upgrades to keep the spa environment serene and functional. Embrace sustainability practices and a guest-centric service ethos to differentiate Billion Onsen in a competitive market.
Collaborate with marketing for seasonal campaigns and exclusive packages, while maintaining a robust leadership presence that motivates teams to perform at the highest level. This role reports to the company director and offers substantial scope for strategic impact and career growth within our expanding wellness group.
Responsibility
- Provide strategic leadership and oversee all spa operations to ensure flawless guest experiences.
- Lead, train, and develop a diverse team of therapists, reception, and support staff; foster a culture of service excellence.
- Manage budgeting, P&L, revenue growth, cost control, and performance metrics to meet business goals.
- Maintain high standards of hygiene, safety, and regulatory compliance across all spa facilities.
- Oversee guest journey from arrival to departure, including reservations, treatments, facilities, and aftercare.
- Collaborate with marketing and partnerships to design promotions, memberships, and events that drive occupancy and retention.
- Oversee supplier relationships, inventory management, maintenance schedules, and capital expenditure planning.
Qualification
- Bachelor’s degree in Hospitality, Wellness, Business Administration, or a related field; or equivalent managerial experience in a luxury spa environment.
- Minimum of 5 years of progressively responsible leadership experience in spa or hospitality management.
- Proven track record in P&L ownership, budgeting, and cost optimization.
- Strong people management, communication, and conflict-resolution skills.
- Fluency in English; Bahasa Malaysia preferred; additional languages a plus.
- Deep knowledge of spa services, treatments, retail, and guest experience standards.
- High level of integrity, professionalism, and customer-centric mindset.
- Proficient in MS Office, spa management software, and POS systems.