Assistant Spa Manager (New York City Metropolitan Area)

The Spa at The Mark Hotel, in partnership with Augustinus Bader, brings together the distinctive hospitality of The Mark with Augustinus Bader’s expertise in elevated wellness and spa experiences. This is an exciting opportunity to join a new chapter at one of New York’s most iconic hotels and be part of a team redefining what a luxury spa experience can be.

Overview:

The Assistant Spa Manager & Receptionist plays a key role in delivering an exceptional guest experience while supporting the day-to-day operations of the spa. This position combines hands-on reception and client service with operational and team support, serving as a trusted partner to the Spa Manager.

The ideal candidate is highly organized, polished, personable, and comfortable balancing guest-facing responsibilities with the needs of the wider spa operation.

Key Responsibilities

• Support the Spa Manager with the day-to-day management and operation of the spa.
• Welcome guests and provide a warm, professional, and personalized arrival and departure experience.
• Manage appointments, reservations, cancellations, payments, and other front-desk activities.
• Maintain a high level of knowledge of spa services, treatments, products, policies, and promotions.
• Support daily opening and closing procedures and ensure the spa is consistently maintained to the highest standards.
• Assist with staff scheduling, daily assignments, and coverage as needed.
• Monitor the flow of appointments and proactively address scheduling or operational issues.
• Support inventory management and ordering of front-of-house and spa supplies.
• Assist with training and onboarding of reception team members.
• Help ensure company policies, procedures, and service standards are consistently followed.
• Address guest questions or concerns professionally and escalate issues to the Spa Manager when appropriate.
• Support reporting, administrative tasks, and other operational projects as assigned.

Client Experience

• Create a welcoming, seamless, and personalized experience for every guest.
• Build positive relationships with clients and anticipate their needs.
• Handle guest concerns with professionalism, discretion, and sound judgment.
• Support client retention through exceptional service and thoughtful follow-up.
• Maintain a polished and professional presence at all times.

Team & Operations

• Serve as a resource and support to therapists and reception staff throughout the day.
• Help foster a positive, collaborative, and service-focused team environment.
• Lead by example in professionalism, communication, and guest service.
• Partner closely with the Spa Manager to identify opportunities to improve efficiency and the overall guest experience.

Qualifications & Experience

• 3+ years of experience in a spa, hospitality, luxury retail, wellness, or comparable client-service environment.
• Previous supervisory or management experience preferred.
• Strong customer service and communication skills.
• Excellent organizational and time-management skills.
• Ability to multitask and remain composed in a fast-paced environment.
• Strong attention to detail.
• Professional, warm, and polished demeanor.
• Comfortable learning and using scheduling, POS, and other operational systems.
• Ability to work a flexible schedule, including evenings and weekends as required.

What Success Looks Like

• Guests consistently receive an exceptional and seamless experience.
• The front desk and daily spa operations run smoothly and efficiently.
• The team feels supported, informed, and well coordinated.
• The Spa Manager can rely on the role to independently manage day-to-day operational needs.