Assistant Manager of Spa Operations

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.

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

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

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.
• Maintain strong relationships with brand partners to coordinate product launches, lead times, and stock availability.
• Monitor retail margins, cost of sales, and vendor performance to support profitability.
• 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.

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