Spa Manager - Hotel Mandarin Oriental Ritz

Become a part of a world-class luxury spa, located in one of Madrid's leading 5-star hotels. We are searching for an experienced Quality Manager who is committed to delivering exceptional service and building a high-performing team. If you thrive in an elegant, fast-paced setting and have a vision for growth and excellence, we want to connect with you!

KEY RESPONSIBILITIES:

• Ensure a seamless, consistent, and exceptional wellness experience aligned with international luxury standards, including LQA (Leading Quality Assurance) and Forbes Travel Guide guidelines.
• Oversee the flawless execution of treatments, rituals, and operational protocols, applying strong technical expertise in spa therapies.
• Lead internal quality audits, identify areas for improvement, and ensure effective and measurable implementation of action plans.
• Uphold excellence across all guest touchpoints, including personalized service for VIP guests and effective handling of guest feedback and service recovery.
• Monitor and support key operational and quality KPIs, ensuring continuous alignment with business objectives.
• Drive ongoing team training and development in treatment standards, guest experience, and luxury service culture.
• Ensure impeccable presentation standards across the spa environment, team grooming, and overall aesthetic consistency.
• Actively contribute to the evolution of the spa concept, aligning services with global wellness trends and innovations.

KEY QUALIFICATIONS

• Proven experience in luxury spa and wellness environments, preferably within 5-star or 5-star Grand Luxury hotels.
• Previous hands-on experience as a Spa Therapist, with progression into supervisory or quality-focused roles, providing strong technical credibility.
• Demonstrated experience in quality management, auditing processes, and high-standard operational environments.
• Solid understanding and experience working with international luxury standards, particularly LQA and Forbes Travel Guide.
• Fluent or bilingual level of English (additional languages are a plus).
• Strong leadership skills with a natural ability to inspire, guide, and elevate team performance.
• Highly detail-oriented, proactive, and solution-driven mindset.
• Passion for excellence and a genuine commitment to delivering outstanding guest experiences.