Job Description

About Us:

A luxury spa group with locations in the New York City and Los Angeles area. Offering top-tier wellness treatments in a luxurious setting, this group focuses on delivering exceptional guest experiences, unmatched customer service, and a brand ethos synonymous with relaxation and design.

Overview:

As the Spa Manager, you will be a key member of the spa’s leadership team, supporting the Spa Director in overseeing daily operations while also acting with autonomy and leadership when the Director is off-duty. This role requires a proactive, hands-on approach to managing the spa environment, ensuring excellent service, staff performance, and guest satisfaction. You will take the initiative to address challenges, resolve issues promptly, and maintain the high standards they are known for. Your ability to problem-solve effectively, demonstrate leadership, and contribute to the spa’s growth will be critical to your success in this role. This critical leadership role is responsible for optimizing front desk operations, managing a high-performance sales team, and ensuring revenue growth through strategic membership and package sales. Reporting directly to the Spa Director, this individual will be instrumental in driving topline sales, enhancing client experience, resolving operational challenges, and ensuring team accountability.

Key Responsibilities:

Sales Leadership & Revenue Growth

• Drive membership and package sales by implementing and executing high-conversion sales strategies.
• Lead by example and personally exceed individual sales goals while coaching the team to do the same.
• Monitor key sales metrics, analyze trends, and proactively adjust strategies to maximize revenue.
• Develop, implement, and manage targeted promotions and sales initiatives to drive membership growth.
• Conduct ongoing training in high touch sales techniques, customer engagement, and upselling strategies.
• Ensure every guest interaction is an opportunity for revenue generation, customer retention, and referral growth.

Operations & Team Leadership

• Oversee daily front desk operations, ensuring efficiency, service excellence, and adherence to company standards.
• Supervise, train, and motivate a team of front desk associates to deliver a seamless client experience.
• Hold team members accountable for achieving individual and team sales targets.
• Optimize front desk workflows, staffing levels, and scheduling to ensure peak operational efficiency.
• Lead by example in professionalism, communication, and customer service excellence.
• Assist in managing the booking system, ensuring that appointments are properly scheduled, guest preferences are noted, and operational inefficiencies are minimized.
• In the absence of the Spa Director, handle guest complaints, ensuring that all issues are resolved swiftly and effectively.
• Collaborate with the Spa Director to execute special events, seasonal promotions, and marketing campaigns.
• Take initiative to propose and implement new ideas or changes that could positively impact the spa’s operations, guest satisfaction, or overall efficiency.

Client Experience & Problem Resolution

• Maintain a high touch, luxury client experience, ensuring every guest feels valued and engaged.
• Serve as the primary point of escalation for client concerns, resolving issues swiftly and professionally.
• Implement strategies to enhance customer retention, loyalty, and satisfaction.
• Uphold and enforce spa policies while balancing client satisfaction and business needs.

Qualifications & Requirements

• Proven success in a sales driven leadership role, preferably in a luxury spa, hospitality, or wellness setting.
• Strong background in membership and package sales with a history of exceeding revenue targets.
• Demonstrated ability to motivate, coach, and manage a high performing team in a fast paced environment.
• Exceptional ability to close sales, upsell services, and drive revenue growth.
• Experience with POS and booking systems; proficiency in tracking and analyzing sales data.
• Ability to manage multiple priorities while maintaining a focus on both sales and operational efficiency.
• Strong communication, problem solving, and de-escalation skills.
• A polished, professional demeanor with a strong commitment to luxury service standards.

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