Job Description

COMPANY OVERVIEW

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.” 

We pride ourselves on creating a culture where employees feel valued, appreciated, and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY

The Spa Manager plays a vital role in supporting the Spa Leadership by overseeing the daily operations of the spa and ensuring a seamless guest experience. This hands-on position requires actively participating in scheduled shifts across various departments while maintaining operational excellence. Responsibilities include managing daily opening and closing procedures, cash handling, and facility maintenance, as well as assisting in the spa team's hiring, training, scheduling, and leadership. The Spa Manager is accountable for tracking and achieving financial targets by managing payroll, inventory, and cost controls and providing accurate financial reporting. Additionally, this role emphasizes maintaining high standards of customer service by acting as a key point of contact for guest feedback and resolving concerns promptly. By fostering a collaborative team environment and identifying opportunities for operational and financial improvements, the Spa Manager ensures the spa operates efficiently, meets profitability goals, and consistently delivers an exceptional experience for both guests and employees. Effectively communicates with guests and spa team to understand their needs and areas of concern, while maintaining a high level of customer service to maximize guest satisfaction and profitability.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential function mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be provided in compliance with the Americans with Disabilities Act and state or local law. Must be authorized to work in the US. The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job.

ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and the spa team, demonstrating respect, sensitivity, and attentiveness and following all company guidelines.
• Ensure spa team maintains safety, sanitation, and disinfection standards, properly cleans and sanitizes products, rooms, tools, and equipment, and follows TRILOGY and State Governing Boards' requirements and guidelines.
• Ensure the spa team consistently delivers exceptional service by utilizing training materials and incentive programs to monitor performance, document compliance with service standards and policies, and motivate employees for success. 
• Assist Spa Leadership in coaching and counseling Employee Partners in alignment with TSH policies, ensuring accurate documentation and effective communication with Human Resources. 
• Assist Spa Leadership in spa team performance evaluations and reviews.
• Assist Spa Leadership in maintaining up-to-date Service Provider licenses and renewals.
• Assist Spa Leadership with Spa Attache, Spa Attendant, and Service Provider schedules, while monitoring labor levels.
• Assist Spa Leadership in ensuring all monthly sales goals are appropriately tracked and achieved.
• Maintain inventory levels by ensuring proper stock levels on retail and professional supplies. 
• Assist in monitoring inventory, product supply ordering, and end-of-month reporting.
• Conduct daily treatment room checklist inspection, noting inconsistencies while working alongside the spa support staff.
• Ensure Spa Attaches are kept well informed of treatments, groups, and other promotions.
• Assist Spa Leadership with the interview, hiring process, onboarding, and training.
• Provide guests with a tour of the spa facility, when needed.
• Proactively support a positive resolution to guest-related concerns.
• Properly log and track facility and maintenance issues, keeping Spa Leadership well informed of critical needs.
• Participate in all spa and hotel/resort meetings as appropriate (i.e., staff meetings, hotel pre-con meetings, daily stand-ups, weekly operations).

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a minimum of 2-year College Associate’s Degree or any other combination of education, training and experience that provides the required knowledge, skills and capabilities.
• Must have minimum of 1-3 years’ experience in customer service, spa, hospitality, sales and/or retail. 
• Previous Supervisory experience, preferred.
• Must be polished, professional, and have a strong command of both written and verbal English.  
• Must be organized, proactive, and possess a strong attention to detail.  
• Must be proficient in Microsoft Office (Outlook, Word, Excel).
• Previous experience with Booker, Book4Time, Spa Soft preferred.  
• CPR and First Aid certified desirable.

BENEFITS/PERKS

• Medical, Dental and Vision (FTE only) 
• 401K Matching 
• PTO – Paid/Holiday Time Off 
• VTO – Voluntary Time Off 
• Discounts on Retail Products and Spa Services

Compensation:  $75,000 - $85,000 - annual + Bonus + Benefits

The salary pay range for this role is $75,000 - $85,000 . This rate is only applicable for jobs to be performed at  Guerlain Wellness Spa at The Waldorf Astoria New York . Pay ranges may vary based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

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