What are the responsibilities and job description for the Assistant Manager position at The Woodhouse Spa-Indianapolis?
Assistant Manager
Hospitality & Guest Experience Leadership
Department: Hospitality
Reports To: Spa Director
Direct Reports: Hospitality Team (Spa Coordinators & Spa Keyholders) and Spa Attendants
Employment Type: Full-Time | Exempt or Non-Exempt (per location)
About Woodhouse Day Spa
Woodhouse Day Spa is a modern luxury day spa dedicated to delivering results-driven treatments and exceptional hospitality in an elevated, serene environment. Our leaders are the stewards of that experience — responsible for the people, operations, and financial performance that make the Woodhouse standard possible every single day.
Position Overview
The Assistant Manager plays a vital role in supporting the Spa Director by driving the day-to-day performance of the hospitality team and spa attendants. This position is centered on building a high-performing, guest-focused front desk — coaching and developing hospitality associates to confidently sell retail, maximize the appointment book, and consistently upsell and book advanced services. The Assistant Manager ensures the Woodhouse guest journey is followed from the moment a guest arrives to the moment they depart, and serves as a hands-on leader who elevates team performance through coaching, training, and accountability.
Coaching the Team to Sell & Perform
● Coach and develop every hospitality associate to confidently sell retail and hit individual and team retail goals
● Train and reinforce upselling and advanced service booking on every guest interaction
● Run daily and weekly sales huddles to set targets, review numbers, and course-correct in real time
● Role-play and shadow team members on the floor to sharpen their sales and booking language
● Hold the team accountable to individual performance goals for retail, rebooking, and upgrades
● Recognize and incentivize top-performing hospitality associates to reinforce a sales-driven culture
Maximizing the Appointment Book
● Own the appointment book, ensuring it is maximized daily across all service departments
● Train the team to fill gaps, reduce cancellations, and convert calls into booked advanced services
● Monitor booking accuracy and drive down scheduling errors
● Review daily and weekly booking metrics with the team and adjust coaching accordingly
● Partner with the Spa Director on promotions and sales initiatives that drive bookings and retail
Guest Journey Standards & Team Leadership
● Ensure the Woodhouse guest journey is followed on every guest, from first contact through departure
● Directly supervise, schedule, and coach the Hospitality team and Spa Attendants
● Serve as Manager on Duty and the Spa Director's primary support on daily floor operations
● Train new hospitality hires and spa attendants on Woodhouse scripts, protocols, and guest journey standards
● Respond to and resolve guest complaints, partnering with the Spa Director on escalated issues
● Conduct one-on-ones with hospitality and spa attendant staff focused on individual sales performance
Qualifications
● 2-4 years of front desk, guest services, or hospitality leadership experience in a sales-driven environment
● A proven track record coaching a team to hit retail, upsell, and booking goals
● Comfort running daily sales huddles and giving real-time, on-the-floor coaching
● Strong training skills and the ability to hold a team accountable to performance standards
● Excellent communication and guest-recovery skills
● Available for flexible scheduling, including evenings, weekends, and holidays
What Success Looks Like in This Role
● The hospitality team consistently hitting retail, upsell, and advanced service booking goals
● The appointment book maximized daily with minimal gaps and low booking errors
● Guest journey standards followed on every guest, every time
● A team that has been personally coached and developed by you to sell with confidence
● Being a trusted leader the Spa Director relies on to drive hospitality team performance
Our Core Values
● Lead with a Servant Heart — Humble, Helpful, Respectful
● Be the Best You — Check It at the Door
● Stay Curious — It's How We Inspire to Grow
● It's All in the Details — Protocols, Scripts & Processes Make the Difference
● Show Up — The Experience Requires You
send resume to: careers@carmel.woodhousespas.com