Treatment Services Supervisor

About Pyramid Global Hospitality

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About Our Property

Welcome to The Elms Hotel & Spa, a historic gem in the Pyramid Global Hospitality portfolio. Located in Excelsior Springs, Missouri, this iconic property features 153 guest rooms and 11,000 sq ft of versatile meeting space. With a rich history and a dedication to top-tier service, The Elms offers a unique and rewarding work environment. As a member of our team, you'll join a culture that values growth, teamwork, and professionalism. We offer comprehensive training programs and opportunities for advancement, ensuring that our team members have the tools to excel.

Responsibilities

• Service Team Leadership
  • Provide daily leadership, support, and direction to massage therapists, estheticians, nail technicians, cosmetologists, and other service providers.
  • Serve as a resource and point of contact for the treatment team.
  • Maintain high standards for guest service, professionalism, treatment quality, and overall spa experience.
  • Monitor service provider performance and provide coaching, feedback, and recognition.
  • Help foster a positive, collaborative, and accountable team culture.
• Scheduling & Operations
  • Assist with developing and maintaining service provider schedules based on business levels, forecasted demand, availability, and productivity.
  • Monitor appointment availability and work with the Spa Director and front desk team to maximize treatment opportunities.
  • Assist with coverage, call-offs, schedule adjustments, and daily staffing needs.
  • Review upcoming bookings and identify opportunities to optimize provider availability and revenue.
  • Support the daily flow of treatment operations and help resolve service-related challenges.
• Training & Development
  • Coordinate ongoing training and development for the service provider team.
  • Assist with onboarding and training new service providers.
  • Lead or coordinate team trainings focused on treatment standards, guest experience, products, protocols, and service enhancements.
  • Identify opportunities for experienced providers to step into training, mentoring, and leadership responsibilities.
  • Support continuing education and professional development opportunities.
  • Maintain consistent treatment protocols and ensure providers are following established standards.
• Licensing & Compliance
  • Maintain a current, valid Missouri professional license in esthetics or massage therapy.
  • Ensure all required professional licenses and certifications remain current and in good standing.
  • Maintain awareness of Missouri licensing requirements and applicable spa, sanitation, and safety standards.
  • Ensure service providers follow required sanitation, safety, treatment, and operational procedures.
• Professional Inventory & Supplies
  • Oversee professional treatment inventory, including products and supplies used by massage therapists, estheticians, nail technicians, and cosmetologists.
  • Monitor inventory levels and communicate ordering needs to the Spa Director.
  • Help establish appropriate par levels and minimize waste, overstock, and unnecessary spending.
  • Ensure treatment rooms and service areas are properly stocked and prepared for daily operations.
  • Assist with product organization and accountability.
• Guest Experience, HYSAT & Quality
  • Monitor HYSAT scores, guest feedback, reviews, and other guest satisfaction metrics to identify trends and opportunities for improvement.
  • Regularly review treatment-related feedback and communicate key takeaways with the service provider team.
  • Coach service providers based on guest feedback, HYSAT results, treatment observations, and overall performance.
  • Provide timely recognition when providers receive positive guest feedback and address opportunities for improvement in a constructive manner.
  • Conduct coaching and counseling with service providers as needed to address performance, service standards, attendance, professionalism, or guest experience concerns.
  • Partner with the Spa Director and leadership team on performance management and formal corrective action when necessary.
  • Help develop and implement action plans to improve guest satisfaction and overall spa experience.
  • Use guest feedback and HYSAT results to identify opportunities for additional training, development, and service improvements.
• Financial & Performance Support
  • Support the Spa Director in monitoring treatment revenue, productivity, utilization, and service provider performance.
  • Identify opportunities to increase treatment revenue through availability, upgrades, enhancements, and retail.
  • Help manage labor and staffing in alignment with business levels.
  • Participate in reviewing departmental performance and identifying opportunities to improve profitability.

Requirements

• Current and valid Missouri Massage Therapy or Esthetics license required.
• Previous experience working in a spa, resort, hotel, salon, or wellness environment preferred.
• Previous leadership, supervisory, training, or mentoring experience preferred.
• Strong understanding of spa treatments, service standards, and professional provider expectations.
• Excellent communication and organizational skills.
• Ability to coach and develop a diverse team of service professionals.
• Strong attention to detail and ability to manage multiple priorities.
• Ability to work collaboratively with spa leadership, front desk, and other hotel departments.
• Professional, approachable, and guest-focused leadership style.

Leadership Expectations

The Treatment Services Manager is expected to be a visible and supportive leader within the spa. This position should help create a culture where service providers have opportunities to grow professionally, take ownership, mentor others, and participate in team training and leadership initiatives. The ideal candidate is someone who can balance people leadership, operational execution, guest experience, and business performance while maintaining the high standards expected of a luxury destination spa.