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 Director (SD) is responsible for all aspects of a luxury Hotel/Resort spa, ranging from budgeting, financial and service level performance, service programs, and day-to-day operations. The SD is directly responsible for maintaining customer satisfaction and spa operations at an optimal level in a four star environment, along with delivering the financial objective of the business unit.

Responsibilities

Spa Operations/Inventory Management

• Overall responsibility for driving revenues and managing the bottom line.
• Establish Spa staffing levels.
• Supports with all interviewing and hiring efforts for all spa personnel. 
• Provides daily over-site of all spa staff and leadership personnel to work with Hotel/Resort.
• Management in a collaborative and successful manner and to build a strong working relationship as the ambassador for TSH.
• Ensure spa leadership team is providing a seamless guest service experience in line with TSH “Flawless Service: Every Guest, Every Day” motto.
• Attend all weekly Hotel/Resort Management meetings.
• Collaborate with TSH Corporate Marketing team to develop and implement spa-related marketing strategies, collateral, and promotional activities in conjunction with the Hotel marketing team. 
• On-site liaison with Hotel Marketing team for final review and sign off on all spa marketing efforts/materials.
• Drive Group sales through effective partnership and collaboration with Hotel Sales and Convention Services Sales teams. 
• Maintain proper inventory levels on all spa professional and retail products through effective and timely product inventory counts. Conduct “spot check” inventory counts on a timely basis within the month. 
• Ensure daily treatment room checklists are properly maintained by accountable department managers. Ensure cleanliness and maintenance standards for all facets of the operation are properly held to the highest standards.
• Ensures all safety, PPE and sanitation/disinfection standards are properly implemented by all staff daily. Ensures compliance is maintained as outlined by state governing body and/or TSH Corporate Sanitation/Disinfection policy standards. 
• Ensure all Employee Partners (EP’s) follow all service standards, rules and regulations as outlined in all EP on-boarding documents and in line with all governing state bodies as relates to their respective licensure. 
• Ensure all leaders are providing ongoing over-site for optimal performance of all spa equipment. Ensure that proper documentation is maintained in daily MOD Logs as appropriate.

Staffing/Training:

• Adhere to and promote the TSH Corporate culture as outlined in all EP on-boarding training.
• Assist in creating treatment protocols, training manuals and training schedule alongside team leaders of each department.
• Oversee proper/effective hiring and training of all new staff positions on Corporate/Brand/Resort standards. 
• Ensuring that EP on-boarding is properly facilitated and provided on a timely basis to ALL new EP’s prior to starting in their roles. 
• Ensures proper biweekly payroll is accurate and is transmitted on a timely basis to Insperity (PPO).
• Manage key personnel that fall under their direct supervision in accordance with all New Hire on-boarding training polices. Ensuring full compliance with proper and effective coaching and counseling as outlined in EP Employee Manual.
• Completes all management and Service Provider performance reviews on a timely basis as outlined in TSH Compensation/Review Policy.
• Ensures all department Leads are effectively trained and provide appropriate support as outlined in Lead job descriptions.
• Provides regular/timely communication of company information, functions, benefits, events, etc. with all spa staff on regular basis through property communication channels as outlined by TSH Corporate Communications Policy.
• Ensures timely (monthly preferred) all EP staff meetings are conducted. 

Analyze/Reporting:

• Directly responsible for Spa P&L, budgeting, and forecasting reporting.
• Ensuring payroll percentages remain within required levels.
• Ensure that all daily/nightly reporting functions are completed and properly maintained.

Customer Resolution:

• Ensure that established service levels are consistently achieved in compliance with Hotel/Resort standards and/or Forbes4 star criteria (at a minimum). 
• Ensures proper tracking of all customer complaints/issues/concerns in daily MOD logbook or as directed by TSH Corporate Team. 
• Ensures compliance with timely response and resolution processes to all customer complaints and/or related facility incidents in line with TSH policy.

Qualifications

• Minimum BS degree required, preferably in a relevant field (Hospitality, Business Management, Operations).
• Candidate must be authorized to work in the US.
• A minimum of 5 years of experience in a Senior Management role in 4- or 5-star property preferred. 
• Prior service industry in luxury spa, retail, resort, or restaurant experience preferred. 
• Able to exhibit prior experience and proficiency in daily accounting, monthly profit/loss statement, forecasting and budget functions. Must be a quick learner, highly organized with strong attention to detail and accuracy on all written and verbal communications. 
• Must be able to work in a fast-paced environment, handle pressure well, self-motivated, and very detail oriented.
• Must have a flexible schedule, including days, nights, weekends, and holidays.
• Able to exhibit high proficiency working with Microsoft Office suite (specifically Outlook, Word, Excel and Power Point).
• Prior experience with Book 4 Time, Booker and Spa Soft spa software preferred. 
• Must be reliable and exhibit outstanding customer service skills while also instilling strong performance of said skills within the spa team.
• Must possess strong leadership skills and a proven track record of strong supervisory team performance.
• Must be able to meet deadlines and effectively prioritize tasks.
• CPR and First Aid certified desirable.

Benefits/Perks

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

Compensation: $105,000 - $115,000 - annual + Bonus + Benefits

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