Spa Manager - NoMad Detroit

SPECIFIC JOB KNOWLEDGE, SKILLS & ABILITIES

• Strong knowledge of spa operations, guest services, appointment scheduling, treatment categories, and retail operations.

• Familiarity with massage, body treatments, skin care, and the distinct professional scopes of practice applicable to each service.

• Ability to lead diverse service professionals with sound judgment, discretion, tact, and diplomacy.

• Strong organizational, financial, inventory, scheduling, and guest-service skills.

• Ability to use spa management software and Microsoft Outlook, Excel, and Word.

• Ability to communicate clearly and collaborate across hotel departments.

Responsibilities

Spa Operations & Guest Experience

• Direct the daily operation of spa reception, treatment services, guest facilities, and related support areas.

• Ensure treatment protocols, service standards, cleanliness, ambiance, and guest comfort consistently reflect NoMad expectations.

• Monitor appointment flow, treatment room utilization, guest arrival and departure experiences, and service delivery.

• Address guest requests, concerns, and service-recovery situations promptly, discreetly, and professionally.

• Maintain effective procedures for reservations, guest communication, service recovery, incident reporting, and daily closing reports.

Team Leadership, Scheduling & Training

• Lead, coach, schedule, and evaluate spa team members, including the Spa Supervisor, Spa Attendants, Massage Therapists, and Esthetician, in accordance with the approved staffing plan.

• Partner with People & Development on recruiting, onboarding, training, performance management, and employee relations.

• Maintain schedules that align treatment providers, reception or attendant coverage, treatment rooms, and anticipated guest demand.

• Coordinate and deliver approved training in treatment protocols, service standards, spa systems, scheduling, sanitation, safety, and group services.

• Provide consistent direction, feedback, recognition, and development to build a respectful, service-focused team.

• Refer disciplinary decisions and complex employee relations matters to People & Development and appropriate hotel leadership.

Retail, Inventory & Facility Standards

• Recommend spa retail products consistent with brand positioning, guest demand, and approved purchasing guidelines.

• Manage ordering, stock levels, inventory counts, product presentation, and retail controls.

• Monitor treatment supplies, linens, equipment, amenities, and other operating resources for availability and cost effectiveness.

• Coordinate maintenance needs with Engineering and ensure treatment and guest spaces are clean, safe, organized, and ready for service.

• Ensure proper sanitation, product handling, equipment use, and applicable licensing and safety requirements are followed by the appropriate licensed professionals.

Revenue, Budgeting & Business Development

• Participate in developing and managing the Spa operating budget, labor plans, expenses, retail performance, and financial forecasts.

• Review spa bookings, service mix, treatment utilization, retail sales, and other operating indicators to identify opportunities to improve performance.

• Partner with Sales, Catering, and hotel departments on spa packages, group requests, special events, and guest experiences.

• Support thoughtful promotion of spa services and retail offerings while maintaining the integrity of NoMad guest service.

• Prepare routine operating reports and recommend practical improvements to revenue, cost control, and guest satisfaction.

Hotel Collaboration & Compliance

• Maintain strong relationships with Front Office, Guest Relations, Housekeeping, Engineering, Finance, Sales, and People & Development.

• Ensure guest privacy, discretion, and confidentiality of service-related information.

• Maintain compliance with applicable Michigan professional licensing, sanitation, health, safety, and hotel policies; verify that services are performed only by appropriately credentialed individuals.

• Participate in leadership meetings, quality reviews, pre-opening readiness, and other hotel initiatives as assigned.

ORGANIZATIONAL RELATIONSHIPS

The Spa Manager provides operational leadership for the Spa team. The NoMad Detroit pre-opening staffing plan includes:

• Spa Supervisor

• Spa Attendants

• Massage Therapists

• Esthetician

• Yoga + Fitness Instructors

Spa team members may report directly or through the Spa Supervisor in accordance with the approved organizational chart. The Spa Manager coordinates with hotel leadership on operating priorities and departmental results.

SUPPORTIVE FUNCTIONS

• Assist with spa opening preparations, service-menu setup, training materials, retail displays, and operating procedures.

• Support guest events, group bookings, VIP visits, and wellness programming as assigned.

• Maintain professional grooming, hospitality, and workplace safety standards.

• Perform other related duties as assigned based on hotel and Spa business needs.

Qualifications

Education

Bachelor’s degree in Hospitality, Business, Spa Management, or a related field preferred. Relevant specialized spa education is valued.

Experience

• At least two years of management experience in a spa, wellness, hotel, or closely related hospitality setting preferred.

• Working knowledge of massage, skin care, and spa treatment operations required.

• Experience with scheduling, inventory, retail, budgeting, and spa management software preferred.

• Luxury hospitality or pre-opening experience is a plus.

Certifications

Current First Aid and CPR certification required or must be obtained within the timeframe established by NoMad Detroit. Any professional license required to personally perform a regulated service must be held and maintained; management of licensed practitioners alone does not substitute for their individual licensure.

PHYSICAL REQUIREMENTS

• Frequent sitting, standing, walking, and use of computers and reservation systems.

• Occasional bending, reaching, climbing stairs, and lifting or carrying supplies up to 15 pounds.

• Ability to perform essential functions with or without reasonable accommodation.