Job Description

Spa Operations Manager

The Spa Operations Manager is responsible for the overall day to day operations of the Spa, Fitness Center, Women's locker room and Laundry, Spa Front Desk, Operational and Retail inventories and administrative duties.

The person in this position needs to be extremely detail orientated, self-motivated and willing to take initiatives to handle projects and situations as they arise. Directing all efforts towards member and employee satisfaction, the achievement and maintenance of Silverleaf standards as well as profit maximization. Including maintaining high standards in spa/club services and operations, and maximizing profitability.

Open communication with the Spa Director is essential as well as the desire to share ideas back and forth to create new programs and enhance Silverleaf Spa current offerings. This person is a key member of the spa management team with very high guest visibility.

In the Spa Directors absence, the Spa Operations Manager must enforce Spa/Fitness policies in a direct, effective manner and must possess a combination of proven technical skills, management expertise and good public relations in order to successfully carry out his or her responsibilities.

Key Responsibilities:

• Maintain a warm, professional, and service-oriented demeanor.
• Address guest/member concerns with attentiveness and courtesy.
• Uphold integrity and professionalism as a Silverleaf ambassador.
• Foster positive relationships with members while maintaining confidentiality.
• Coordinate and communicate effectively across departments.
• Ensure compliance with Silverleaf standards for safe and efficient operations.
• Stay updated on spa programs and ensure continuous improvement.
• Oversee cleanliness, organization, and functionality of the spa.
• Balance fiscal responsibility with member satisfaction.
• Manage departmental expenses, payroll, and supply inventory.
• Conduct inspections and ensure follow-ups.
• Assist in budget development and implementation.
• Support Spa Director in staff training and development.
• Coach, counsel, and evaluate employee performance.
• Lead staff meetings for communication and motivation.
• Adhere to attendance, appearance, and uniform standards.
• Perform various spa roles as needed to uphold quality standards.
• Propose and execute special projects and promotions.
• Continuously enhance skills through education and training.

Additional Responsibilities:

• Serve as a communication liaison between staff and management.
• Provide a professional and welcoming first impression for guests.
• Maximize spa bookings and optimize the guest experience.
• Oversee reception area operations and budget compliance.
• Ensure smooth guest check-in/out and accurate transactions.
• Manage spa reservation systems (Spasoft, Jonas).
• Maintain expert knowledge of spa services and retail products.
• Resolve scheduling conflicts and guest concerns efficiently.
• Supervise staff scheduling and performance.
• Participate in Manager on Duty shifts.
• Assist with inventory management and administrative tasks.

Mental Requirements:

• Strong communication and problem-solving skills.
• Ability to assess and act quickly under pressure.
• Maintains composure in high-stress situations.
• Proficient in Word, Excel, and spa software.
• Comfortable with financial data and basic math.
• Ability to analyze and adapt complex information.
• Skilled in promoting and selling services.
• Active listener with strong interpersonal skills.
• Efficient, organized, and able to multitask.
• Assertive with an outgoing personality.

Education and Experience:

• Bachelor's degree in a related field or college-level spa program certificate (spa supervisor certification preferred).
• Minimum 4 years of management experience in a luxury resort or destination spa; at least 1 year in club management.
• Proficiency in Spa Soft, Jonas Club Management, Microsoft Office 365, front desk operations, scheduling, payroll, inventory, housekeeping, club maintenance, budgeting, and reporting.
• CPR/AED certification required.

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