Description

Key Responsibilities
Operational Leadership
       Support the Director of Spa & Wellness in the daily oversight of spa operations.

       Maintain a visible leadership presence throughout the spa to ensure seamless guest experiences.

       Conduct daily facility walkthroughs ensuring presentation, cleanliness, and Forbes compliance.

       Support operational flow across spa ambassadors, attendants, and treatment providers.

       Address operational challenges quickly while maintaining composure and professionalism.

       Submit and monitor maintenance requests and HOTSOS tickets when needed.

Service Excellence & Forbes Standards
       Uphold and reinforce Forbes Five-Star service standards across all guest touchpoints.

       Conduct service audits and provide coaching to ensure consistent luxury delivery.

       Lead pre-shift meetings communicating priorities and service expectations.

       Support guest recovery ensuring concerns are resolved professionally.

       Partner with leadership to maintain audit readiness for Forbes inspections.

Team Leadership & Development
       Support recruitment, onboarding, and training of spa team members.

       Mentor leaders including Lead Therapists and Lead Ambassadors.

       Foster a culture of accountability, collaboration, and service excellence.

       Support performance reviews and development conversations.

       Provide ongoing coaching aligned with luxury service expectations.

Financial & Business Performance
       Support financial performance through disciplined expense and payroll oversight.

       Monitor daily revenue, retail performance, and service productivity.

       Partner with leadership to drive retail strategy and wellness programming.

       Support budgeting, forecasting, and financial reporting processes.

       Identify opportunities to enhance revenue across spa, wellness, and retail.

Sales & Revenue Collaboration
       Partner with Sales and Marketing teams to support group business and wellness activations.

       Assist in integrating spa offerings into group contracts and hotel programming.

       Support experiential wellness activations that drive incremental revenue.

Communication & Collaboration
       Maintain strong communication with hotel leadership and cross-department partners.

       Provide operational updates to the Director of Spa & Wellness.

       Collaborate with housekeeping, engineering, and food & beverage teams.

       Ensure spa team communication remains clear and consistent.

Leadership Expectations
       Model luxury service standards at all times.

       Maintain calm leadership presence during peak operational periods.

       Lead with integrity and professionalism.

       Foster accountability and collaboration across teams.

       Protect the integrity of the brand and guest experience.

Core Competencies
       Luxury Service Culture

       Operational Excellence

       Team Leadership & Development

       Financial Discipline

       Guest Experience Management

       Cross-Department Collaboration

       Strategic Problem Solving

Requirements

Qualifications
       3–5 years leadership experience in luxury spa or hospitality operations.

       Experience within Forbes Five-Star or luxury hospitality environments preferred.

       Strong financial acumen including payroll oversight and budgeting.

       Exceptional leadership and communication skills.

       Demonstrated ability to mentor teams and cultivate service culture.

       Strong organizational skills and attention to detail.