Spa Manager

About the role

Sensei is an ecosystem of products and experiences designed to empower guests to grow well and lead the world toward greater wellbeing. Based on Dr. David Agus' philosophy, Sensei offers experiential movement, rest, and nourishment classes and programs, including the Retreats wellness brand launched on Lana’i, Hawaii.

Operational Retreat Support Responsibilities

• Handle Support Requests: Manage and resolve operational support requests from Sensei team members, including issues related to Four Seasons Housekeeping, Engineering, and Landscaping.
• Gratuity Reporting: Accurately report and assist with the posting of Sensei guest gratuities to Four Seasons.
• Cook Tours and Orientations: Assist with scheduling and organizing orientation and property and hale tours for new team members, guests, and visitors.
• Additional Duties: Perform all related duties as assigned by the Retreat Director.

Administrative Duties

• Scheduling & Payroll: Manage staff schedules, oversee payroll processes, and ensure adequate coverage during peak times and special events.
• Labor Management: Forecast labor needs based on business volume and adjust staffing accordingly to meet operational demands while staying within budget.
• Documentation & Compliance: Maintain organized and up-to-date records of training, certifications, service clearances, and spa protocols.
• Budget Management: Assist in developing the operating budget and ensure spa operations stay within approved financial parameters.
• Financial Accountability: Monitor expenses and implement cost-saving measures without compromising service quality.
• Continuous Improvement: Analyze and evaluate the effectiveness of spa initiatives, sharing research and best practices with the team to enhance the guest experience.
• Interdepartmental Communication: Act as a liaison between Spa Practitioners, the Four Seasons, Sensei Leadership, and Guests to ensure seamless service delivery.
• Stakeholder Relations: Develop and maintain strong working relationships with internal and external partners.
• Policies and Procedures & Resource Documentation Creation and Updates: Write and update PNP's and service Resource Documents as assigned by the Retreat Director.
• Marketing Support: Assist with photo and video shoots and provide other marketing-related support as needed by the Retreat Director.
• Future Property Training: Support training initiatives at future pop-up locations and new properties as needed by the Retreat Director.

SPA Operations Management Responsibilities

• Inventory Management: Manage purchasing and inventory control, ensuring par stocks are maintained and lead times are managed to avoid shortfalls.
• Protocol & Standard Operating Procedure Maintenance: Serve as the liaison between corporate programming and the spa team, collaborating with the Lead Massage Therapist team to keep standards, policies, procedures, protocols, and training resources up to date.
• Facility Oversight: Conduct daily inspections of spa facilities, spa office, equipment, and storage areas to ensure cleanliness, proper handling, and timely maintenance. Address any issues immediately and report to Retreat Director as necessary.
• Guest Service Excellence: Ensure a consistently high level of service by conducting quality assurance checks, addressing guest feedback promptly, and maintaining adherence to spa policies and procedures.
• Confidentiality & Compliance: Uphold guest confidentiality per HIPAA regulations and company guidelines, and ensure adherence to safety and legal compliance standards, including OSHA and ADA.
• Marketing Support: Assist with photo and video shoots and provide other marketing-related support as needed by the Retreat Director.
• Future Property Training: Support training initiatives at future pop-up locations and new properties as needed by the Retreat Director.

Staff Management

• Staff Supervision: Lead and manage spa team members, including massage therapists, estheticians, and salon technicians, providing direction, support, and giving constructive feedback.
• Performance Management: Oversee performance evaluations, conduct 1:1s, recognize achievements, and address any performance concerns using motivational and effectively give and receive constructive feedback.
• Training & Development: Conduct regular training sessions, oversee the onboarding of new staff, and update training manuals. Verify readiness of new hires and monitor ongoing skill development.
• Team Engagement: Foster a positive work environment and promote teamwork. Organize and lead regular team meetings, prepare agendas, record minutes, and follow up on any concerns. Collaborate and listen to other points of view and incorporate them for best practice.
• Employee Engagement: Implement strategies to boost employee morale, engagement, and retention.

Essential Qualifications and Skills

• Professionalism: Maintain a welcoming demeanor, warm interactions, and impeccable grooming standards.
• Customer Service: Proactively handle guest requests and concerns, ensuring timely and effective resolutions.
• Leadership & Teamwork: Lead by example, promote company values, and inspire team collaboration.
• Safety & Compliance: Follow all safety procedures and participate in ongoing safety training.

Qualifications

• Education and Experience: Associate's Degree or Bachelor’s Degree preferred; minimum of 3 years of experience managing complex teams of 8 or more; resort, spa, wellness, or luxury hospitality management or supervisory experience desirable; coaching and developing employees.

Additional Responsibilities

• Adaptability and Flexibility: Be adaptable and flexible with work hours based on business needs.
• Stay Updated: Stay updated on spa industry trends and incorporate relevant practices.
• Perform Other Tasks: Perform other tasks assigned by management.

Compensation & Benefits

• Competitive salary
• Medical, dental, and vision insurance
• 401k and FSA plans
• Wellness benefit
• Employee events and recognition programs
• Employee discount on services