Assistant Manager of Spa Operations

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We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages

• Medical, Dental, Vision Insurance
• Life Insurance
• 401K Program
• Paid Holidays and Vacation
• Outstanding Recognition and Awards Program
• Effective Training Programs
• Tuition Reimbursement
• Complimentary Parking and Meals in Dedicated Employee Restaurant
• Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases
• Management Programs to Progress on Your Career Journey
• Health and Wellness Fairs
  
  

JOB OVERVIEW: The Assistant Manager of Spa Operations oversees the daily operations of the spa with a strong focus on front-of-house leadership, retail performance, and operational efficiency. This role ensures the spa environment operates seamlessly while maintaining exceptional guest service standards consistent with Forbes Five-Star hospitality and LQA expectations.

The Assistant Manager of Spa Operations plays a key role in supporting the Spa Director by managing team performance, retail merchandising, guest service recovery, inventory management, and facility readiness. This leader drives retail revenue through strategic merchandising, team coaching, and thoughtful guest engagement while ensuring that operational standards, safety protocols, and service excellence are consistently upheld.

REPORTS TO: Spa Manager/Spa Director

SUPERVISES: Spa Team

KEY RELATIONSHIPS:

Internal: Hotel Reception Manager, Hotel Reservationists, Hotel Receptionists, Spa Staff, Finance, Food & Beverage, Housekeeping, Engineering, Human Resources

External: Hotel Guests, Residents, Members, Local Guests & VIP sites.

Qualifications

• Open and close the spa facility; execute daily operational checklists
• Manage appointment scheduling, treatment room allocation, and therapist productivity
• Conduct pre-shift briefings and communicate daily priorities, VIP arrivals, and staffing coverage
• Monitor facility cleanliness, ambiance, amenity levels, and equipment condition throughout the day
• Coordinate with engineering and housekeeping for maintenance, repairs, and room readiness
• Oversee day-to-day reception desk operations including reservations management, guest check-in and check-out, phone and email communications, and payment reconciliation.
• Maintain efficient guest flow, queue management, and booking optimization during peak service periods.
• Maintain a visible leadership presence on the spa floor to support team members and ensure exceptional guest service delivery.
• Resolve guest concerns promptly and professionally, executing thoughtful service recovery to preserve guest satisfaction and loyalty.
• Maintain elevated front-of-house presentation standards including scent, music, lighting, cleanliness, and overall ambiance.
• Ensure treatment rooms, locker areas, lounges, and wet facilities are maintained to luxury presentation standards at all times.
• Oversee spa attendants and ensure adherence to sanitation protocols, linen handling procedures, and cleanliness standards.
• Conduct routine facility inspections and coordinate maintenance or repair issues with engineering and facilities teams.
• Maintain operational checklists and preventive maintenance schedules to ensure seamless daily operations.
  
  

Essential:

Desirable:

• Fluency in second language, preferably Spanish, Portuguese or Russian.
  
  

Physical Abilities

Essential:

• Exert physical effort in transporting 10 to 50 pounds.
• Endure various physical movements throughout the work areas.
• Reach 3 feet.
• Remain standing for 8 hours & stair climbing to access various locations within spa.
• Satisfactory communicate with the guests, management and co-workers to their understanding.
  
  

Essential Job Functions

Front of House Operations & Guest Experience

• Oversee day-to-day reception desk operations including reservations management, guest check-in and check-out, phone and email communications, and payment reconciliation.
• Maintain efficient guest flow, queue management, and booking optimization during peak service periods.
• Maintain a visible leadership presence on the spa floor to support team members and ensure exceptional guest service delivery.
• Resolve guest concerns promptly and professionally, executing thoughtful service recovery to preserve guest satisfaction and loyalty.
• Maintain elevated front-of-house presentation standards including scent, music, lighting, cleanliness, and overall ambiance.
  
  

Retail Strategy, Merchandising & Sales Performance

• Lead spa retail operations with a strong focus on merchandising, product storytelling, and revenue generation.
• Design visually compelling retail displays aligned with luxury brand aesthetics and seasonal marketing initiatives.
• Train and coach team members on consultative retail selling techniques and personalized product recommendations.
• Monitor retail performance metrics including conversion rates, retail capture rate, units per transaction, and average ticket value.
• Collaborate with therapists and service providers to align treatment recommendations with curated take-home product regimens.
  
  

Retail Inventory, Ordering & Cost Control

• Manage retail inventory cycles including forecasting, purchasing, receiving, and stock replenishment.
• Conduct monthly physical inventories and reconcile inventory systems with POS reporting.
• Monitor retail margins, cost of sales, and vendor performance to support profitability.
• Maintain strong relationships with brand partners to coordinate product launches, lead times, and stock availability
• Manage retail inventory cycles including forecasting, purchasing, receiving, and stock replenishment.
• Conduct monthly physical inventories and reconcile inventory systems with POS reporting..
• Maintain strong relationships with brand partners to coordinate product launches, lead times, and stock availability.
  
  

Facilities & Daily Spa Operations

• Ensure treatment rooms, locker areas, lounges, and wet facilities are maintained to luxury presentation standards at all times.
• Oversee spa attendants and ensure adherence to sanitation protocols, linen handling procedures, and cleanliness standards.
• Conduct routine facility inspections and coordinate maintenance or repair issues with engineering and facilities teams.
• Maintain operational checklists and preventive maintenance schedules to ensure seamless daily operations.
  
  

Team Leadership & Staff Development

• Supervise reception, spa attendants, and support staff to ensure consistent professionalism and service excellence.
• Manage staff scheduling and coverage to support both peak and off-peak operational needs.
• Conduct ongoing team training focused on guest service standards, retail engagement, and operational procedures.
• Provide coaching, performance feedback, and development support to strengthen team performance.
  
  

Systems, Financial Controls & Reporting

• Ensure accurate use of POS systems, financial reconciliation processes, and cash handling procedures.
• Monitor discounts, returns, and transactional discrepancies to maintain financial integrity.
• Maintain accurate product records, pricing structures, and inventory documentation.
• Compile operational reports related to service volume, retail performance, and inventory costs.
• Enforce hygiene, safety, and operational procedures across front-of-house and retail areas.
• Maintain documentation related to facility inspections, safety logs, and operational audits.
• Ensure team adherence to all company policies, brand standards, and regulatory requirements.
  
  

Qualifications

• Minimum 3–5 years of experience in spa and luxury hospitality management.
• Experience working in a luxury spa or hospitality environment preferred.
• Demonstrated leadership ability with strong coaching and team development skills.
• Excellent guest relations, conflict resolution, and communication abilities.
• Proficiency with spa management software, POS systems, and retail inventory platforms.
• Knowledge of Forbes and LQA Standards.
• Valid Florida massage therapist license required.
  
  

Core Competencies

• Luxury Guest Service Excellence
• Retail Sales & Merchandising Strategy
• Team Leadership & Coaching
• Conflict Resolution & Guest Recovery
• Operational Efficiency & Organization
• Inventory Management & Cost Control
• Professional Communication & Collaboration
• Forbes & LQA Standards Knowledge