Spa Manager

LOCATION: Lāna'i City, Hawai'i

FLSA STATUS: Exempt

STARTING ANNUAL SALARY:  $95,000.00, depending on experience

POSITION OVERVIEW

The Spa Manager is responsible for the effective and efficient operation of the spa, ensuring exceptional service delivery and adherence to quality standards. This role includes staff supervision, training, and development, as well as overseeing day-to-day operations, guest satisfaction, and administrative duties. The Spa Manager serves as the key liaison between the spa team and corporate programming, ensuring protocols and procedures align with Sensei standards. The Spa Manager reports to the Retreat Director.

Operational Retreat Support Responsibilities

• Handle Support Requests: Efficiently manage and resolve incoming operational support requests from Sensei team members, including issues related to Four Seasons Housekeeping, Engineering, Landscaping, Art, and IT.
• Gratuity Reporting: Accurately report and assist with the posting of Sensei guest gratuities to Four Seasons.
• Coordinate Tours and Orientations: Assist with scheduling and organizing orientation and tour requests for new team members, guests and visitors.
• Additional Duties: Perform all related duties as assigned by the Director of Operations or Retreat Director.

Administrative Duties

• Scheduling & Payroll: Manage staff schedules, ensuring adequate coverage during peak times and special events. Oversee payroll processes, including timeclock edits, commissions, and vacation planning.
• Labor Management: Forecast labor needs based on business volume and adjust staffing accordingly to meet operational demands while staying within budget.
• Documentation & Compliance: Maintain organized and up-to-date records of training, certifications, service clearances, and spa protocols.
• Budget Management: Assist in developing the operating budget and ensure spa operations stay within approved financial parameters.
• Financial Accountability: Monitor expenses and implement cost-saving measures without compromising service quality.
• Continuous Improvement: Analyze and evaluate the effectiveness of spa initiatives, sharing research and best practices with the team to enhance the guest experience.
• Interdepartmental Communication: Act as a liaison between Guides, Experience Specialists, Practitioners, Four Seasons, Sensei Leadership and Guests to ensure seamless service delivery.
• Stakeholder Relations: Develop and maintain strong working relationships with internal and external partners.
• Policies and Procedures and Resource Documentation Creation and Updates: Writing and updating PNP's, and service Resource Documents as assigned by the Retreat Director.
• Marketing Support: Assists with photo and video shoots and provides other marketing-related support as needed by the Retreat Director.
• Future Property Training: Supports training initiatives at future pop-up locations and new properties as needed by the Retreat Director.

Spa Operations Management Responsibilities

• Inventory Management: Manage purchasing and inventory control, ensuring par stocks are maintained and lead times are managed to avoid shortfalls.
• Protocol & SOP Maintenance: Serve as the liaison between corporate programming and the spa team, collaborating with the Spa Trainer team to keep standards, policies, procedures, protocols and training resources up to date.
• Facility Oversight: Conduct daily inspections of spa facilities, equipment, and storage areas to ensure cleanliness, proper handling, and timely maintenance. Address any issues immediately and report to Jody as necessary.
• Guest Service Excellence: Ensure a consistently high level of service by conducting quality assurance checks, addressing guest feedback promptly, and maintaining adherence to spa policies and procedures.
• Confidentiality & Compliance: Uphold guest confidentiality per HIPAA regulations and company guidelines, and ensure adherence to safety and legal compliance standards, including OSHA and ADA.

Staff Management

• Staff Supervision: Lead and manage spa team members, including massage therapists, estheticians, and salon technicians providing direction, support, and constructive feedback.
• Performance Management: Oversee performance evaluations, recognize achievements, and address any performance concerns using motivational and constructive feedback.
• Training & Development: Conduct regular training sessions, oversee the onboarding of new staff, and update training manuals. Verify readiness of new hires and monitor ongoing skill development.
• Team Engagement: Foster a positive work environment and promote teamwork. Organize and lead regular team meetings, prepare agendas, record minutes, and follow up on any concerns.
• Employee Engagement: Implement strategies to boost employee morale, engagement, and retention.

Essential Qualities and Skills

• Professionalism: Maintain a welcoming demeanor, warm interactions, and impeccable grooming standards.
• Customer Service: Proactively handle guest requests and concerns, ensuring timely and effective resolutions.
• Leadership & Teamwork: Lead by example, promote company values, and inspire team collaboration.
• Safety & Compliance: Follow all safety procedures and participate in ongoing safety training.

Additional Responsibilities

• Be adaptable and flexible with work hours based on business needs.
• Stay updated on spa industry trends and incorporate relevant practices.
• Perform other tasks as assigned by management.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associate's Degree or Bachelor’s Degree preferred 

Minimum of 5 years of experience managing teams of 8 or more

Resort, Spa, Wellness, or Luxury Hospitality management or supervisory experience

Teaching or counseling experience

Required Technical / Other Skills and Abilities

Must be able to demonstrate hospitality, professionalism, prompt and courteous service, positive demeanor in stressful situations, and attention to detail at all times

Excellent written and verbal communication skills

Comfortable with technology

Strong teamwork and collaboration skills

Required Licenses/Certifications

License or training in a professional wellness capacity

PHYSICAL REQUIREMENTS

The physical requirements described on the attached “Physical Requirements of Position” chart are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  See attached “Physical Requirements of the Position”.

CONFIDENTIAL INFORMATION 

This position has access to confidential information – (customer personal data, credit cards, etc.)

COMPANY FUNDS

This position has access to company funds: (cash register funds – cash / credit / debit card information.