Assistant Manager of Spa Operations

Assistant Manager of Spa Operations Job Overview The Assistant Manager of Spa Operations oversees daily spa operations, focusing on front‑of‑house leadership, retail performance, and operational efficiency. This role maintains a seamless spa environment, upholding exceptional guest service standards in line with Forbes Five‑Star hospitality and LQA expectations. The assistant manager supports the Spa Director, managing team performance, retail merchandising, guest service recovery, inventory, and facility readiness. Responsibilities Front‑of‑House Operations & Guest Experience Lead the reception desk: reservations, guest check‑in/out, phone/email, and payment reconciliation. Maintain efficient guest flow, queue management, and booking optimization during peak periods. Resolve guest concerns promptly, executing thoughtful service recovery. Ensure front‑of‑house presentation meets luxury standards (scent, music, lighting, cleanliness). Retail Strategy, Merchandising & Sales Performance Drive retail revenue through merchandising, product storytelling, and revenue management. Design visually compelling displays aligned with brand aesthetics and seasonal initiatives. Train and coach staff on consultative selling and product recommendations. Monitor retail metrics: conversion rate, capture rate, units per transaction, and average ticket value. Retail Inventory, Ordering & Cost Control Forecast, purchase, receive, and replenish inventory. Conduct monthly physical inventories and reconcile against POS. Monitor margins, cost of sales, and vendor performance for profitability. Maintain relationships with brand partners for product launches and stock availability. Facilities & Daily Spa Operations Ensure treatment rooms, locker areas, lounges, and wet facilities meet luxury presentation standards. Coordinate routine inspections, maintenance, and repair with engineering and facilities teams. Maintain operational checklists and preventive maintenance schedules. Team Leadership & Staff Development Supervise reception, attendants, and support staff, ensuring professionalism and service excellence. Manage staff scheduling to cover peak and off‑peak needs. Deliver ongoing training on guest service, retail engagement, and operational procedures. Provide coaching, performance feedback, and development support. Systems, Financial Controls & Reporting Ensure accurate use of POS systems and financial reconciliation. Monitor discounts, returns, and discrepancies to maintain financial integrity. Compile operational reports on service volume, retail performance, and inventory costs. Enforce hygiene, safety, and operational protocols across front‑of‑house and retail areas. Qualifications Minimum 3–5 years of spa and luxury hospitality management experience. Experience in a luxury spa or hospitality environment preferred. Demonstrated leadership with strong coaching and team development skills. Excellent guest relations, conflict resolution, and communication abilities. Proficiency with spa management software, POS systems, and retail inventory platforms. Knowledge of Forbes and LQA Standards. Valid Florida massage therapist license required. Physical Abilities Transport 10 – 50 pounds as needed. Perform various physical movements while working. Reach up to 3 feet. Stand for up to 8 hours and climb stairs to access spa areas. Communicate effectively with guests, management, and colleagues. Core Competencies Luxury Guest Service Excellence Retail Sales & Merchandising Strategy Team Leadership & Coaching Conflict Resolution & Guest Recovery Operational Efficiency & Organization Inventory Management & Cost Control Professional Communication & Collaboration Forbes & LQA Standards Knowledge Benefits Competitive wages Medical, Dental, Vision insurance Life insurance 401(k) program Paid holidays and vacation Recognition and awards program Training programs Tuition reimbursement Complimentary parking and meals in dedicated employee restaurant Preferred pricing on food, beverage, spa treatments, and retail purchases Management development programs Health and wellness fairs #J-18808-Ljbffr Acqualina Resort & Residences on the Beach