Spa Manager

Spa Manager

Full Time, Salaried (Some Nights & Weekends)

Position Summary

The Spa Manager is an essential part of a highly cooperative leadership team, impacting employee and client experience every day. The Spa Manager 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 include:

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.
• Support the Spa Director in building and maintaining a strong and diverse team.
• 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, as directed by Spa Director.
• 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.
• Brings issues to the attention of the Spa Director as necessary.
• Observes service behaviors of employees and provides feedback to individuals.

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, assist Spa Manager with maintenance and improvement coordination
• Be a contact for and communicate with staff

Daily Operations

• Assist with front desk, and back of house operations as needed
• Assist with operations (front desk and spa attendant) coverage as needed
• Assist with retail ordering, receive products, perform monthly counts and merchandise retail
• Have a comprehensive understanding of our operating system and the ability to troubleshoot issues
• Ensure location supply lists and inventories are turned in on time
• 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

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