Spa Operations Manager

SUMMARY

The Spa Operations Manager is a hands-on operational leader responsible for ensuring that all areas of the spa facility are clean, safe, welcoming, well maintained, properly stocked, and operating to established standards. This highly visible, guest-facing position serves as the boots-on-the-ground operational presence throughout the spa, proactively identifying and resolving issues, supporting the team during busy periods, and helping ensure a consistently exceptional guest experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Must adhere to the Spa at Norwich Inn and MPTN policies and procedures.
• Conduct regular walkthroughs and inspections of the entire spa facility throughout the day to ensure all areas are guest-ready and operating to standard.
• Oversee the daily condition and operation of the men's and ladies' locker rooms, whirlpools, saunas, steam rooms, indoor pool area, relaxation room, fitness/gym area, outdoor pool area, outdoor spa courtyard and other spa amenity spaces.
• Ensure facility areas are clean, organized, appropriately stocked, and presented according to established spa standards.
• Identify maintenance, cleanliness, safety, or guest-experience concerns promptly; communicate needs to the appropriate department and follow through until resolved.
• Monitor availability of towels, robes, amenities, supplies, and other guest requirements and take action to maintain appropriate levels.
• Serve as Manager on Duty (MOD) during designated periods.
• Manage emergency situations including medical incidents, injuries, facility issues, or severe weather directing staff, coordinating with emergency services to ensure guest and employee safety. Ensure accurate documentation is completed.
• Serve as a visible and approachable presence throughout the spa, assisting guests with questions, concerns, amenities, policies, and general spa information.
• Respond to guest concerns professionally and promptly, using sound judgment and involving Spa Leadership when appropriate.
• Provide day-to-day operational direction and support to spa support staff and reinforce expectations for cleanliness, service, presentation, communication, and established procedures.
• Create and maintain schedules for the spa support team based on business needs, anticipated guest volume, and appropriate staffing levels.
• Direct reports are the Spa Guest Service Supervisor, Spa Boutique supervisor and Locker Room Attendants and Prep Attendants.
• Provide coverage at the spa desk as needed, including guest check-in/check-out, reservations, phone calls, and general guest assistance.
• Provide coverage and operational support in the spa boutique as needed.
• Assist with opening and closing responsibilities and ensure the facility is properly prepared for daily operations.
• Remain actively engaged on the floor and step into operational areas during peak periods, breaks, call-outs, or staffing shortages.
• Maintain familiarity with spa services, amenities, retail offerings, policies, procedures, and booking systems in order to support guests and staff effectively.
• Communicate operational concerns, staffing issues, facility needs, and relevant guest feedback to the Spa Director.
• Lead by example through professionalism, accountability, initiative, attention to detail, and a willingness to assist wherever needed.
• Performs all other tasks as assigned by Management.

QUALIFICATIONS:

• Strong hospitality and guest-service orientation with the ability to remain calm, professional, and solution-focused.
• Demonstrated ability to take initiative, recognize operational needs, prioritize effectively, and follow through.
• Strong attention to cleanliness, presentation, safety, detail, and facility standards.
• Excellent communication, organizational, and time-management skills.
• Ability to provide clear direction to team members and address issues appropriately in the moment.
• Comfortable working in a highly visible, hands-on position with the majority of the workday spent throughout the spa facility.
• Basic computer proficiency; experience with scheduling and spa booking systems preferred.

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent required.
• Previous supervisory or leadership experience in a spa, resort, hotel, fitness facility, hospitality environment, or other guest-focused operation preferred.

LANGUAGE SKILLS:

• Must be able to speak, read, and write in English.
• Must be able to communicate clearly and professionally with guests, team members, leadership, and supporting departments.

MATHEMATICAL SKILLS:

• Must be able to add, subtract, divide, and multiply and be proficient in the use of calculators and basic spreadsheet applications.
• Must be able to understand basic staffing and scheduling requirements.

PHYSICAL DEMANDS

• Must be able to read a computer monitor and type on an electronic keyboard.
• Must be able to push, pull, lift, and carry up to 50 lbs. at a time.
• Must be able to walk long distances between spa facility areas and supporting buildings as required.
• Must be able to stand and walk for 6 to 8 hours per day.
• Must be able to bend, reach, stoop, and move throughout locker rooms, pool, relaxation, fitness, desk, boutique, and other operational areas.

WORK ENVIRONMENT:

• Must be able to work in a spa environment where guests may be scantily clad while using locker rooms and spa amenities.
• Regular exposure to warm, humid, and wet environments associated with pools, whirlpools, steam rooms, and saunas.
• Position requires frequent interaction with guests and staff in a busy resort spa environment.

AVAILABILITY:

• Must be able to work flexible hours including evenings, weekends, and holidays based on business demands and staffing needs.
• Flexibility is essential; shifts may vary and rotate according to operational requirements.
• Ability to perform a minimum of five hours of consecutive treatment.
• Must be able to sit, stand, lean, push and pull arms and legs for a minimum of 6 hours a day in the course of giving treatments or training to give treatments.
• Must be able to push, pull, tug, lift, and carry up to 50 lbs. in the preparation of all treatments and training for treatments.
• Must be able to work with such items as microwaves, bath and sea salts, aromatherapies and fragrances, heat and cold.

WORK ENVIRONMENT:

• The work environment is fast paced, with a high volume of guests, employee, and management interactions.
• Must be able to work in an environment where guests are scantily clad or disrobing for services.

AVAILABILITY:

• Requires a flexible schedule based on business, client, and staffing demands.
• Schedules are reviewed by Management and as such may be set or changed in order to accommodate business regardless of seniority or prior scheduling practices.
• Weekends and holidays are required.
• Schedule requires 32 – 40 hours per week.

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person