Spa Manager

Spa Operations Manager

Full Time, Salaried

Some Nights & Weekends

Position Summary

The Spa Director is an essential part of a highly cooperative leadership team, impacting employee and client experience every day. The Spa Director is responsible for executing the strategy and overseeing the operations that allow the spa to meet or exceed revenue, profitability, employee satisfaction and customer experience objectives. 

Essential Duties and Responsibilities

Leadership and People Management

• Assist in creating and fostering a respectful and inclusive team environment to ensure a supportive and engaging experience for all team members.
• Collaboratively build and maintain a strong and diverse team. 
• Coordinate the scheduling of staff teams in all departments to ensure that spa is running efficiently and in full operational capacity
• Schedule guests following strict Remedy protocol, to maximize efficient use of time
• Assist with the development and implementation of systems that will effectively and efficiently manage the operations of the spa
• Assist in training and orientation of new team members
• Support ongoing learning and development of team members by providing direct feedback, coaching, mentoring, and career path guidance, and addressing performance concerns.
• Create and track monthly contests for assigned departments.
• Coordinate and attend all department staff meetings.
• Conduct performance management conversations including ongoing development plans, write ups or terminations.
• Continually and consistently provide opportunities for learning and development with regards to retail, services, and client experience, ensuring that all staff executes at a 5 star level of quality.
• Solicits employee feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns
• Ensures employees understand expectations and parameters of specific duties, protocols, and policies.
• Observes service behaviors of employees and provides feedback to individuals
• Monitor required levels of guest service and front desk skills; call dialogue, check-in and check-out flow, service recommendations, enhancement recommendations, retail sales
• Brings issues to the attention of the leadership team as necessary

Client Experience

• Ensure a great client experience by routinely checking in on client interactions at check in and check out
• Lead from the floor to assess the needs of the business, team, and clients
• Resolve client escalations with a sense of urgency, aim to resolve before a client leaves the location
• Utilize superior customer service skills to mediate all situations with a calm, helpful demeanor
• Uphold a high level of excellence through impeccable Brand Standards
• Be a contact for and communicate with staff 
• Oversee scheduling and balancing of the spa appointments to ensure appointments are balanced correctly, and shifts are being filled when needed to maximize revenue potential

Daily Operations

• Assist with front desk, and back of house operations as needed
• Assist with Operations Team coverage as needed
• Have a comprehensive understanding of our operating system and the ability to troubleshoot issues
• Take initiative to help create new processes
• Assist in calculating and updating business goals

General Requirements

• Have a fundamental understanding of all of the systems and programs that are essential to the management of the location
• Be available on an on-call basis for protocol and system questions from staff
• Demonstrate the ability to multitask in a high-pressure environment
• Spa or Hospitality industry experience a plus
• Must be able to sustain reasonable physical activity for the duration of a scheduled shift
• Must be able to communicate effectively to meet client and staff needs
• Must be able to lift up to 30lbs