Job Description

Job Description

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 supports the operation by overseeing daily operations and ensuring a seamless guest experience. This hands-on role involves managing opening and closing procedures, cash handling, facility upkeep, and team leadership, including hiring, training, and scheduling. Responsible for achieving financial targets through payroll, inventory, and cost control, the Spa Manager also maintains high service standards, addresses guest feedback, and fosters a collaborative team environment. By optimizing operations and finances, this role ensures efficiency, profitability, and an exceptional spa experience for guests and staff. 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.

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.
• Provides coaching and counseling of Employee Partners in alignment with TSH policies, ensuring accurate documentation and effective communication with Human Resources.
• Provides spa team performance evaluations and reviews.
• Ensures compliance with up-to-date Service Provider licenses and renewals.
• Schedules for all spa positions: Spa Concierge, Spa Attendant, Guest Service Ambassador, and Service Provider schedules, while monitoring labor levels.
• Ensure all monthly sales goals are appropriately tracked and achieved.
• Maintain inventory levels by ensuring proper stock levels on retail and professional supplies.
• Conducts 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 Concierges are kept well informed of treatments, groups, and other promotions.
• Conducts all interviewing, hiring process, onboarding, and training for potential candidates and newly hired EPs.
• 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 Management 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 1-3 years’ experience in customer service, spa, hospitality, sales, and/or retail.
• Previous Supervisory experience, preferred.
• Must be polished, professional, and strong command of written and verbal English.
• Must be organized, proactive, and highly attentive 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: Salary + Bonus + Benefits

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