Job Description

29 Nov 2025

Business Unit:

Taj Mahal, New Delhi

Department:

Spa

Description:

JOB DESCRIPTION

IDENTITY

Designation

Director of Spa

Level

Job Family

Spa

Sub Job Family

Reports to

Director of Rooms/Hotel Manager

PURPOSE

Broad objective of the role

Director of Spa functions as a strategic business leader of a hotels' Spa Operations. The position is required to meet the brands' standards, target customer needs, ensure associate satisfaction, focusing on growing revenues, maximizing the financial performance of the department and overseeing the development and implementation of the departmental strategies. As a Head of Department, they play a role in developing and implementing hotel-wide strategies that deliver products and services to meet and exceed the needs and expectations of the brands' target customer, resulting in creating an iconic and profitable hotel.

SIZE AND SCOPE OF ROLE

Financial

No. of direct reports

KEY REQUIREMENTS

Minimum qualification

Graduate from Science background / CIBTAC.

Work Experience

Min 2 - 3 years as Spa manager/ Spa head in reputed hotel or Spa chain.

Functional Competencies

Budgeting & Forecasting

Knowledge of HR, Training, Sustainability

Business Acumen

Knowledge of health, wellness and salon products

Knowledge of Spa treatments and therapies


Equipment Knowledge & Management

Pricing & Selling Techniques

Written & Verbal Communication

Guest Feedback System

Safety & Hygiene Practices

Behavioural Competencies

Strategic Thinking

Analytical Approach

Coaching and Mentoring

Team Building & Orientation

Interpersonal Effectiveness

Attention to details

Result Orientation


Customer Centricity

Conflict resolution/ Managing Crisis

Decision Making

Mutual Respect

AREAS OF RESPONSIBILITY

Areas

Key Activities

1

Strategy

- Partners with Man-com to create the hotel annual business strategy.


- Develops departmental goals and strategies and ensures alignment with the hotel's business strategy.


- Conducts periodic competition analysis and plans tactical strategies to increase and maintain a leading share in the market.



2

Finanacials and Planning

- Reviews financial reports and statements to determine how the department is performing against budget.


- Plans the department budget in line with the hotel targets and strategy.


- Participates in the revenue meetings and contributes towards achieving all revenue targets.


- Analyzes information and plans expenses against forecasted revenues so as to ensure that the departmental EBITDA percentage is achieved on a monthly basis.


- Manages and allocates resources to optimize cost in line with targets and conducts periodic reviews.


- Co-ordinates with the Director of Sales & Marketing in developing a periodic promotional calendar/marketing plan for Spa, keeping in mind competition analysis & global trends.


- Co-ordinates with the General Manager, /Director of Sales to plan events for the guests and works on promotional activities.


- Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.



3

Internal Process

- Conducts regular manager and departmental staff meetings to ensure an effective two-way communication process is followed.


- Attends all man-comm and other hotel meetings as and when required.


- Coordinates with the concerned HOD to periodically review the equipment condition to check its efficiency and if a replacement is required.


- Inspects and audits Spa areas regularly to note and immediately rectify operational flaws


- Maintains and upkeeps the Inventory of spa and salon products



4

Customer

- Reviews guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken.


- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.


- Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers Members are communicated and delivered by the concerned departments.


- Maintain regular contacts with corporate and individual guests, and build strong relationships with them.


- Address the customer complaint stratification periodically to identify areas of improvement and implement changes in product or processes.



5

People

- Identifies departmental and individual training needs, develops training calenders, conducts training and recommends suitable training programs to address individual capability gaps. Participates in certification of team members in key skills. Ensures self and directly reporting managers attend appropriate core training classes.


- Partners with Human Resources to develop departmental workforce plans, that demonstrate the TATA and IHCL values along with core functional expertise. Assign buddies to new team members and monitor the progress of departmental induction.


- Sets department and sub-department goals which are in line with the hotels and departments strategies. Communicates goals, conduct Q-Chats (quarterly performance reviews), analyse performance and provide relevant input for training programs.


- Identifies the developmental needs of others and coaches, mentors and helps others to improve their knowledge or skills.


- Ensures disciplinary procedures and documentation, adhering to the standards of Tata Code of Conduct and values of IHCL.


- Identifies departmental and individual training needs, develops training calenders, conducts training and recommends suitable training programs to address individual capability gaps. Participates in certification of team members in key skills. Ensures self and directly reporting managers attend appropriate core training classes.


- Creates a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) Program.


- Creates a culture of Trust, Awareness and Joy by conducting departmental meetings, reviewing V-Connect feedback, drawing and implementing suitable action plans.



6

Audit And Compliance

- Reviews audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance.


-

Prepares the internal audit checklists as per the IHCL Safety Guidelines - Legatrix.

- Adheres to all departmental legal compliances.



7

Safety

- Identifies risks and develop HIRA (Hazard Identification and Risk Assessment).


- Adheres to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity).