Spa Operations Supervisor

The Role

The Operations Supervisor supports club revenue performance and delivers an exceptional member and guest experience through effective scheduling, yield management, and sales support. This role actively contributes to day-to-day operations and provides on-shift leadership in the absence of the Director of Operations and/or Director of Wellness.

Responsibilities

• Deliver a warm, personalized welcome to all members and guests, ensuring each visit feels elevated and seamless
• Maintain an active, visible presence on the floor, including reception and key guest areas
• Support front desk operations, including check-in/check-out and guest flow management
• Manage guest communication channels (phone, CRM, email, voicemail) and ensure timely follow-up
• Monitor guest feedback across platforms and communicate insights to leadership
• Conduct club tours and represent THE WELL brand with confidence and expertise
• Support guest recovery efforts, ensuring timely, thoughtful resolution of concerns
• Encourage retail engagement by guiding Wellness Guides in product education and guest interactions
• Serve as a role model for Wellness Guides, promoting collaboration, accountability, and service excellence
• Provide on-shift coaching, guidance, and support to team members

Qualifications

• 2–3 years of experience in hospitality, wellness, or guest services
• 1–2 years of supervisory or lead experience
• Strong communication, organization, and problem-solving skills
• Professional presence with a positive, service-oriented mindset
• Proficiency in Google Suite and operational systems (e.g., Zenoti)
• Flexibility to work varied schedules, including mornings, evenings, weekends, and holidays