Job Description

Spa Operations Manager

The Spa Operations Manager supports the Spa Director in planning and overseeing the two core functions of the spa—guest services and facility operations—to ensure the delivery of exceptional experiences for guests, team members, and ownership. The Spa Operations Manager is directly responsible for the daily operations of the spa, managing the Spa Front Desk and Spa Attendant/Cleaning teams, and plays an essential role in upholding service excellence, maintaining brand standards, and meeting or exceeding financial goals.

In collaboration with the Spa Director, the Spa Operations Manager contributes to the development of business objectives, marketing strategies, staffing plans, and budgeting initiatives, and ensures effective execution of those plans.

As an exempt manager, this role customarily and regularly directs the work of at least three full-time associates (or their equivalents), performs administrative and executive tasks as the majority of their duties, and exercises independent judgment and discretion in operational decision-making more than 50 percent of the time.

Essential Duties and Responsibilities

Guest Experience & Service Delivery

• Maintain the highest standards of guest service, hospitality, and professionalism at all times.
• Timely respond to guest inquiries, provide spa tours, and promote available services and products.
• Ensure all services and interactions reflect brand standards, confidentiality, and five-star excellence.
• Create and execute innovative programs that integrate spa and wellness offerings.

Operations Management

• Oversee daily operations of front and back of house spa areas, ensuring cleanliness, readiness, organization, efficiency, and safety protocols.
• Maintain and update SOPs, system protocols, and all operational documentation including the CPAM binder.
• Manage real-time scheduling flow and appointment adjustments to optimize revenue and avoid conflicts.
• Oversee timecard edits, payroll, and daily reporting.
• Maintain staff schedules within spa software, ensuring adequate coverage based on guest demand and financial targets.
• Supervise the receiving, inventorying, and distribution of operating supplies, retail stock, printed materials, and promotional collateral.

Staff Supervision & Leadership

• Supervise and support spa front desk, spa attendants, and treatment leads.
• Assist Spa Director with recruitment, interviewing, hiring, onboarding, and training of new team members.
• Conduct performance evaluations, lead coaching sessions, and document staff accountability.
• Foster a team-oriented culture that emphasizes service excellence, open communication, and ongoing development.
• Ensure team adherence to brand standards, appearance policies, and all safety protocols.

Inventory & Retail Oversight

• Manage inventory and maintain par levels for professional and retail products, linens, and operational supplies.
• Lead monthly/quarterly/annual inventory audits and purchasing processes.
• Provide product knowledge training, support, continuous education to Spa Receptionists to support retail performance.
• Review usage trends and manage order fulfillment.

Sales, Events & Marketing

• Support spa events, marketing activations, and internal programming (e.g., bridal groups, wellness activations).
• Collaborate with the Spa Director on group sales, amenity packaging, and pre-arrival logistics.
• Develop internal event strategies and marketing ideas that promote guest engagement and brand presence.
• Represent the spa at local and industry events and conferences.

Financial Stewardship

• Assist in the preparation and oversight of daily, weekly, and monthly budgets, payroll forecasts, and retail performance goals.
• Monitor scheduling, labor costs, and service-to-payroll ratios for efficiency and profitability.
• Analyze product usage, service pacing, and team performance in alignment with operational benchmarks.
• Contribute to financial planning, pricing strategies, and cost-control measures.

Compliance & Brand Standards

• Maintain and monitor current licensure records for all service providers.
• Ensure all spa operations comply with health, safety, labor, and brand requirements.
• Conduct audits on operational security, product safety, and compliance procedures.
• Uphold the spa's brand vision, environmental standards, and wellness-focused philosophy.

Professional Development

• Participate in all required internal training, cross-functional meetings, and industry education.
• Stay abreast of wellness trends, innovations, and professional best practices.
• Complete designated certifications (e.g., ISPA financial, retail, or risk management training) as required.

Qualifications and Requirements

• Minimum 3 years of experience in management, spa or hospitality leadership; luxury resort experience required.
• Spa opening experience is preferred.
• Strong understanding of Forbes/ AAA brand standards is required.
• Professional certifications within the spa, wellness, fitness or beauty industry preferred.
• Must have demonstrated ability to lead, develop, and manage a high-performance team.
• Proficiency in spa software systems, scheduling platforms, and Microsoft Office Suite is required.
• Must possess exceptional organizational skills, attention to detail, and ability to manage competing priorities.
• Must possess strong communication, interpersonal, and customer service skills.
• Must have flexible schedule availability to include weekends, holidays, and events when needed.
• Professional demeanor and passion for spa, wellness, and luxury service required.

Physical Requirements

• Ability to sit, stand, and walk for extended periods of time.
• Ability to lift up to 40 lbs. as needed.
• Comfortable working in a spa environment with exposure to heat, humidity, oils, and aromatic products.

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