Spa Operations Lead

COMPANY OVERVIEW

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Illinois, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY

The Spa Operations Lead assists Spa Management with daily operations, including team leadership, reservations, and guest services. Responsibilities encompass training, inventory management, payroll, scheduling, and financial reporting. This role also supports the management of the front desk, lounge, locker rooms, and ancillary facilities, such as fitness centers or pools, where applicable. The Supervisor communicates clearly with guests and staff to address their needs and concerns while maintaining exceptional customer service standards. Additionally, the Spa Operations Lead facilitates the timely and effective resolution of any guest or employee partner issues that arise throughout the day. Effectively communicates with guests and spa team to understand their needs and areas of concern, while maintaining a high level of customer service to maximize guest satisfaction and profitability.

ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s philosophy of “Flawless Service, Every Guest, Every Day” along with Spa policies and procedures.
• Anticipate guest needs and maintain Spa and TRILOGY’s service standards, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and the spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Ensure proper daily coverage in all operational roles for seamless guest service experience.
• Greet guests warmly, offering a welcoming atmosphere upon arrival. Use professional language and etiquette while providing comprehensive tours of the spa facility.
• Provide extensive knowledge to thoroughly describe and guide guests through all spa services, treatments, retail products, and amenities.
• Responsible for daily spa operations, including opening and closing functions, cash handling procedures, general facility maintenance, and nightly point-of-sale bank audit reconciliation.
• Oversee the Spa Attache team to ensure that spa and salon appointments are booked professionally and accurately according to guest preferences while managing the appointment schedule for maximum booking opportunities.
• Ensure the spa team consistently delivers exceptional service by utilizing training materials for new and existing protocols, monitoring performance, documenting compliance with service standards and policies, and motivating the team toward success.
• Ensure Spa Attaches receive proper training and support and are informed about treatments, groups, and other promotions.
• Lead by example in promoting, selling, and upselling spa services, packages, and retail products to guests.
• Maintain cleanliness in the spa facility, lounges, and retail area throughout the day.
• Execute and communicate promotions, including developing marketing links from the spa booking system.
• Ensure the spa team adheres to safety, sanitation, and disinfection standards by properly cleaning and sanitizing products, rooms, tools, and equipment in compliance with TRILOGY and state regulations.
• Resolve guest concerns and communicate any complaints or maintenance issues to Spa Management.
• Assist Spa Management with departmental scheduling needs.
• Support Spa Management in maintaining provider licenses and renewals.
• Participate in regular inventory processes with Spa Management to ensure sufficient stock levels of retail and professional supplies.
• Assist in monitoring inventory, ordering product supplies, and preparing end-of-month reports.
• Conduct daily inspections of the treatment room checklist, noting inconsistencies while collaborating with the spa support staff.
• Support Spa Management in achieving monthly sales goals.
• Assist the Spa Management with interviewing, hiring, onboarding, and training processes.
• Provide support to the Spa Management team during all Group and VIP events.
• Attend all relevant spa and hotel/resort meetings, such as staff meetings, hotel pre-con meetings, daily stand-ups, and weekly operations meetings.
• Attend all mandatory vendor and company training sessions.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a minimum of 2-year College associate’s degree or any other combination of education, training, and experience that provides the required knowledge, skills, and capabilities.
• Previous Supervisory experience preferred.
• At least 1-3 years’ experience in customer service, spa, hospitality, sales, and/or retail.
• At least 1 year of luxury retail sales experience.
• Must be sales-driven and have a customer service-oriented personality, as the position requires making spa/product recommendations and selling products and services. 
• Must be polished, professional, and strong command of written and verbal English.
• Must be organized, proactive, and highly attentive to detail. 
• Must be proficient in Microsoft Office (Outlook, Word, Excel).
• Previous experience with Booker, Book4Time, Spa Soft preferred. 
• CPR and First Aid certified desirable.

BENEFITS/PERKS

• Medical, Dental and Vision (FTE only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

COMPENSATION:  $27.00 per hour + Gratuity Pool + Retail Commission

The hourly pay range for this role is $27.00 - $34.72 . This rate is only applicable for jobs to be performed at Guerlain Wellness Spa at The Waldorf Astoria New York . Pay ranges may vary based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.