Meraki Wellness, Grand Cayman, is seeking an experienced Spa Manager to lead the day-to-day operation of our luxury wellness destination. This is a hands-on senior management position responsible for operational excellence, Team Leader development, Member and VIP guest experience, commercial performance, service standards, and the continued development and implementation of SOPs and the Meraki Operational Manual.
ESSENTIAL REQUIREMENTS
Minimum 7 years’ progressive management experience within luxury spa, wellness or hospitality, including at least 5 years in senior operational spa/wellness management.
Proven experience managing a complex luxury spa/wellness operation and multidisciplinary teams.
Hands-on operational experience using Zenoti spa management software – essential.
Proven experience with VIP, high-profile and discerning clientele and luxury membership environments.
Strong commercial and financial understanding, including budgets, productivity and KPIs.
Proven experience developing, implementing and maintaining SOPs, operational standards and manuals.
CIDESCO qualification or equivalent internationally recognised spa, beauty or wellness qualification required.
Excellent written and spoken English, professional judgement, discretion and confidentiality.
Must be flexible to work shifts, evenings, weekends and public holidays as required.
Salary: US$75,000–US$85,000 per annum, commensurate with experience and qualifications, plus benefits of health insurance and pension as prescribed by law. To learn more about the role... The exceptional Spa Manager will lead the day-to-day operation of our luxury wellness destination in Grand Cayman. We are looking for considerably more than an experienced spa operator. The right person will understand that exceptional wellness hospitality is created through the combination of people, detail, intuition, consistency and genuine care. They will be a strong and experienced Spa Manager with deep hands-on operational expertise, but equally an emotionally intelligent leader: someone who listens, observes, builds trust and understands how to bring the best out of talented people. Meraki is a complex, multi-faceted wellness business comprising eight interconnected verticals, supported by experienced Team Leaders and specialists. They will join an established and talented team with considerable knowledge already within the business. We expect our new Spa Manager to take the time to listen, observe and understand, identifying opportunities to build on what works well and thoughtfully introduce improvements as the business continues to evolve. The Spa Manager must be capable of making decisions, addressing issues, developing people, improving performance and ensuring agreed actions are carried through.Working closely with the Founders/Owners, the successful candidate will progressively take greater ownership of the day-to-day operation as their knowledge of Meraki and mutual trust develops.They will also play an important role in capturing and developing the SOPs, standards and operational practices that will support Meraki's continued evolution and future growth. This is a hands-on, highly visible leadership role. The Spa Manager should expect to spend meaningful time where Meraki happens - with our Members, guests and team - not predominantly behind a desk.
ROLE PURPOSE
To lead Meraki's day-to-day operation with warmth, discipline and commercial awareness, protecting the brand experience while building a strong, accountable and self-functioning team. The Spa Manager is responsible for translating Meraki's vision and values into consistent daily execution: exceptional Member and guest care, high operational standards, effective people leadership, sound financial control and systems that can support future growth and replication of the brand.
KEY RESPONSIBILITIES
Leadership & Daily Operations
Lead from the front and maintain a visible presence throughout the operation.
Take ownership of the day-to-day running of Meraki, ensuring departments work together seamlessly.
Set clear daily and weekly priorities and ensure actions are completed to the required standard.
Maintain strong communication rhythms with Team Leaders and the Founders/Owners.
Identify operational risks, service gaps and recurring issues early and resolve them appropriately.
Ensure opening, closing, duty-management, security, health and safety, cash-handling and operational-control procedures are consistently followed.
Create an environment in which high standards and genuine warmth coexist.
Member, Guest & VIP Experience
Protect and elevate the end-to-end Meraki Member and guest journey.
Ensure Members and guests feel welcomed, seen, heard, valued, remembered and known.
Lead a culture of emotionally intelligent, intuitive and discreet luxury hospitality.
Build appropriate relationships with Members, including high-profile and VIP clientele, while maintaining absolute professionalism, discretion and confidentiality.
Ensure preferences, feedback and relevant service details are captured and used appropriately to personalise future visits.
Respond personally and effectively to significant guest feedback, complaints or service-recovery situations.
Maintain the balance between warm personal connection and the privacy expected within a high-end wellness environment.
People Leadership, Development & Succession The Spa Manager has day-to-day responsibility for leading and managing the Meraki team and is expected to handle normal people-management matters confidently, fairly and professionally.
Lead, coach and develop Team Leaders and employees.
Support recruitment, selection, trade testing, onboarding and induction in partnership with the Founders/Owners.
Establish clear expectations, responsibilities and standards of performance.
Conduct regular one-to-ones, performance discussions and appropriate reviews.
Identify training and professional-development requirements.
Develop Team Leaders and support succession planning.
Recognise and celebrate exceptional contribution and performance.
Address attendance, conduct, capability and performance concerns promptly and appropriately.
Provide coaching, feedback and appropriate informal intervention before matters unnecessarily escalate.
Maintain appropriate records of significant people-management discussions and actions.
Escalate material or sensitive employment matters to the Founders/Owners.
Work collaboratively with Meraki's external HR partner where specialist HR guidance or support is considered appropriate.
Ensure agreed employment processes are followed consistently and fairly.
Protect the confidentiality of employee information at all times.
Foster positive employer-employee relationships, high morale, engagement and professional accountability.
Ensure the Meraki vision, values, culture and standards are understood and demonstrated throughout the team.
Standards, SOPs & Operational Manual
Review, document, refine and implement SOPs across the operation.
Build and maintain a practical operational manual that reflects how Meraki should consistently operate.
Work with Team Leaders and the Founders/Owners to capture specialist knowledge without unnecessarily disrupting practices that are already working well.
Create clear controls, checklists, reporting lines and accountability mechanisms.
Ensure SOPs are understood, trained, followed and periodically reviewed rather than simply documented.
Develop operational standards capable of supporting future replication and rollout of the Meraki brand.
Balance consistency and control with the intuitive, personalised nature of luxury hospitality.
Commercial & Financial Performance
Understand and actively manage the commercial performance of the business.
Support budgeting, forecasting and financial planning with the Founders/Owners and relevant external advisers.
Identify opportunities to improve revenue, efficiency and profitability without compromising the Member or guest experience.
Ensure stock, purchasing, discounts, complimentary services and other controllable costs are appropriately managed.
Provide clear, timely and accurate operational reporting to the Founders/Owners.
Membership
Understand the importance of membership to the Meraki model and ensure Members receive a consistently exceptional and personalised experience.
Support Member retention, engagement and appropriate growth initiatives.
Work with the team to ensure Member preferences and relationships are understood across relevant touchpoints.
Monitor Member feedback and identify opportunities to strengthen the value and emotional connection of membership.
Systems, Data & Zenoti
Use spa management technology confidently as a core operational and management tool.
Maintain high standards of data quality, booking accuracy, reporting, client profiles, stock control and system discipline.
Use system reporting to support operational decisions, workforce planning and commercial performance.
Drive consistent use of systems by the wider team and ensure agreed processes are followed.
Experience with Zenoti is an absolute requirement for this appointment.
Brand, Confidentiality & Professional Standards
Act as a guardian of the Meraki brand and ensure decisions and behaviours remain aligned with its values.
Model authenticity, thoughtfulness, forward thinking and passion.
Maintain the highest levels of discretion and confidentiality regarding Members, guests, employees, business information and the Founders/Owners.
Ensure the physical environment, presentation, communication and service standards consistently reflect refined luxury.
Build trusted relationships with suppliers, partners and external advisers while protecting Meraki's interests and reputation.
THE ESSENTIAL PROFILE
This appointment requires an accomplished luxury Spa Manager with proven operational depth - someone with the maturity, judgement and commercial capability to take ownership of a complex, high-touch business while helping build the systems, standards and operational framework required for the future growth of the Meraki brand.
Significant senior operational leadership experience within a luxury spa, wellness, hospitality or closely related high-end service environment.
Strong hands-on spa operations experience; this is not suitable for a predominantly office-based manager.
Demonstrable experience leading teams, Team Leaders or departmental managers.
Proven ability to deliver exceptional service to discerning, high-profile or VIP clientele.
Strong understanding of luxury brand standards and emotionally intelligent hospitality.
Experience creating, implementing and embedding SOPs, standards, controls and operational manuals.
Commercial and financial acumen, including budgets, payroll, productivity, KPIs and revenue performance.
Strong problem-solving, decision-making and follow-through.
High levels of integrity, confidentiality, judgement and discretion.
Excellent written and verbal communication skills.
Confident use of operational reporting and management information.
Hands-on experience with Zenoti spa management software - absolute requirement.
