Spa Manager

JOB SUMMARY

The Spa Manager is responsible for the overall operation of the Spa, overseeing team members, managing inventory, ensuring exceptional customer service, and maintaining high standards of cleanliness and safety, while promoting a relaxing and rejuvenating atmosphere for clients.

ESSENTIAL JOB FUNCTIONS

• Manages day-to-day operations of the Spa, ensuring smooth and efficient service delivery.
• Implements and enforces Spa policies and procedures, including safety and hygiene protocols.
• Hires, trains, and manages all Spa team members including Spa Supervisors, Coordinators, Therapists, Estheticians, Wellness Providers, and Prep Attendants; ensures consistent high-quality service delivery.
• Oversees staff scheduling, ensuring optimal coverage and client satisfaction.
• Monitors and maintains equipment functionality, coordinating necessary repairs and maintenance.
• Conducts performance evaluations and provide feedback to team members.
• Delegates tasks and responsibilities to ensure efficient team operations.
• Fosters a positive and supportive work environment.
• Greets clients, addresses inquiries, and books appointments.
• Ensures exceptional customer service throughout the client journey.
• Handles client concerns and complaints professionally.
• Promotes Spa services and retail products to maximize sales opportunities.
• Monitors and manages Spa budget, including expenses and revenue.
• Analyzes financial reports to identify trends and areas for improvement.
• Oversees inventory control, ensuring proper stock levels of treatment products and retail items.
• Develops and executes marketing strategies to attract new clients and retain existing ones.
• Collaborates with Marketing teams to create promotional campaigns and packages.
• Maintains online presence through website updates and social media management.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

EDUCATION

• Technical/Trade school certification or equivalent in related field.

EXPERIENCE

• A minimum two (2) years of experience in related field required.
• A minimum two (2) years of supervisory experience in related field required.

SUPERVISORY RESPONSIBILITIES

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.
• Issues corrective action and makes recommendations for termination.
• Investigates and resolves concerns and complaints.
• Creates department work schedules.
• Approves time records and time off requests.
• Proactively assesses risk to establish systems and procedures to protect organizational assets.
• Ensures compliance with safety regulations.
• Develops and oversees the department's budget.
• Ensures accurate and efficient management of inventory.

LICENSES & CERTIFICATIONS

• Massage Therapy Certification and AZ State License.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Proven abilities in spa management, preferably in a similar luxury or wellness setting.
• Strong leadership and supervisory skills to lead a team effectively.
• Knowledge of various spa treatments, including massages, facials, body treatments, and modality techniques.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
• Analytical and problem-solving skills.
• Strong focus on accuracy and precision.
• Ability to work scheduled shifts, follow all timekeeping policies, and comply with federal, state, and local labor regulations, including those related to meal and rest breaks
• Performs well with frequent interruptions and/or distractions.
• Understands how to develop and implement business strategies.
• Ability to interpret and create policies, procedures, and manuals.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Business acumen, including but not limited to financial management, budgeting, cost control, and revenue optimization.
• Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
• Exceptional interpersonal skills to include coaching, counseling, and mentoring.
• Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
• Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
• Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
• Proficient in negotiations.
• Basic math skills.
• Proficient in spa software systems for scheduling, inventory management, and client records.
• Proficient in Google Docs/Microsoft Word.
• Proficient in Google Sheets/Microsoft Excel.
• Basic knowledge of Google Slides/Microsoft PowerPoint.
• Proficient in Gmail/Microsoft Outlook.

DISCLAIMER

This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.

The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.