Spa Operations Manager

Job Description

The Spa Operations Manager position requires a passion for the industry, keen customer service skills, and employee relations knowledge while managing a busy environment. This position will effectively be working with the Leadership team to develop and continually improve the Spa, Salon, Fitness & Pool environment. The Spa Operations Managers' main job objective is the smooth daily operation of the spa, retail, fitness & pool departments to better service our team and guests while continuously looking for ways to exceed expectations and maximize revenue. They act as the primary point of contact for all guests and staff in the absence of the Director, understanding the quality of the overall spa, fitness & pool guest experience, providing excellent customer service, and enhancing public relations by promoting products and services is paramount. This position is one of visibility and role modeling and is vital to the success of the entire operation. The skill set requirements include communication, organization skills, impeccable attention to detail while multi-tasking, and understanding & providing outstanding customer service. Our team & business mission is to create an experience for every guest that visits Sun Valley Resort while maintaining the integrity of the business.

Spa Operations Manager Duties and Responsibilities

Maintain a positive attitude, and professional appearance and contribute toward a quality work environment
Solid conflict resolution skills while utilizing exceptional people skills
Regularly attend, participate in, and support training and staff meetings for department & resort
Trains and follows the company’s safety and emergency procedures.
Creates a learning environment by supervising all ongoing education and training
Manages and understands the reservation system effectively and operates POS system with consistency and efficiency
Extensive knowledge of spa therapies, products, treatments, industry trends, and services
Develops and schedules indoor & outdoor Spa, Fitness, and Pool related activities.
Assist with onboarding program including interviewing, hiring, new hire orientation, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Manages schedules and assists supervisors/leads in supervising attendants and receptionists.
Supervises three subordinate supervisors who assist in supervising service providers, receptionists, and attendants.
Assists in creating the annual budget for the spa, fitness & pools
Conducting inventories and maintaining adequate levels of supplies for operations on a regular schedule including professional, retail, and linen inventories.
Creating purchase orders (within budget parameters), for all spa, fitness, and pool operational supplies including, placing orders, receiving shipments, and accurately recording into the inventory software system
Overseeing the retail boutique including but not limited to sales growth and merchandising.
Oversee daily time edits and submit an accurate payroll
Works with team to promote the spa to local and hotel guests.
Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction
Maintains current credentials and licenses as required by the city, county, and state regulatory agencies.
Ensures the highest levels of cleanliness and sanitation for each department in accordance with the organization's policies and applicable laws
Work in cooperation with housekeeping and maintenance to maintain a high standard service experience to ensure the facilities are well maintained and equipment is working properly
Serve as a liaison with other departments to ensure a seamless business operation.
Develop the ability to work without constant direct supervision while maintaining clear communication with leadership and team, ability to prioritize responsibilities, manage time efficiently and maintain productivity & urgency with project deadlines and other items assigned by management that directly impacts the team & guest experience.
Undertakes other responsibilities as directed by Director and acts as the “Manager on Duty” during the Director’s absence including providing staff support and guest recovery when needed.
Assist in all areas of spa, fitness, and pool operation as requested by management
Communicate regularly with the Spa Director and leadership team on all operational aspects
Spa Operations Manager Qualifications

Flexible schedule including working nights, weekends & holidays.
Proficient with Microsoft Word, Excel, and spa booking software.
Ability to be efficient, productive in a fast-paced environment, detailed-oriented, and have the ability to multi-task
Must be professional, friendly & reliable
Must be a team player and enjoy working with people
Motivated, self-starter with an ability to lead and inspire a diverse team
Ability to develop a successful team and provide efficient and effective training & coaching daily
Must have enthusiasm and possess exceptional communication, guest service, and interpersonal and problem-solving skills with colleagues, management, and guests.
Ability to interpret financial statements and make adjustments in operations in order to achieve financial goals.
Knowledgeable of department services and products.
Knowledgeable of state and local laws for spa, salon, fitness, and pools
Experience with creating purchase orders, reviewing time punches for staff, and managing & submitting payroll.
Supervise the retail boutique, replenishing inventory, inventory control, and maintain/update displays
Ability to plan and assist with group reservations, event planning, and health, wellness & lifestyle retreats
Manage team schedules, and call-outs, find coverage and assist with special requests.
The expectation is one of a working supervisor that includes scheduled time “working” at the desk per the discretion of the Leadership team
Minimum of 3-5 years of experience in a leadership position in the spa industry