Assistant Manager - Spa Operations

Hand & Stone•Nolensville, TN

1d•Onsite

About The Position

The Assistant Manager – Spa Operations is a behind‑the‑scenes operational leader responsible for ensuring the spa runs smoothly, consistently, and in alignment with brand standards. This role focuses on inventory, systems, policies, provider support, and operational excellence, while working in close partnership with the Front Desk / Sales Manager to deliver an exceptional guest experience. This is an ideal role for someone with previous spa experience — especially a former service provider or lead therapist/esthetician — who understands how strong operations directly impact both the guest experience and provider success. We are looking for someone who is detail‑oriented, tech‑savvy, process‑driven, and excited to grow with a developing spa as we prepare for a second location.

Requirements

Previous spa experience required (Hand & Stone experience a plus)
Background as a massage therapist or esthetician with leadership experience strongly preferred
2+ years in a supervisory, operations, or lead role
Highly organized and process‑oriented
Comfortable with technology and learning new systems
Strong communicator who can coach and support providers with empathy and clarity
Calm under pressure; solutions‑oriented
Have flexible availability on nights and weekends, with a set schedule
Interested in long‑term growth and future leadership opportunities as the business scales

Responsibilities

Maintaining Spa Operations & Compliance
Own and enforce spa policies, procedures, and SOPs across all service and operational areas
Ensure compliance with Hand & Stone brand standards, state regulations, and internal protocols
Maintain daily, weekly, and monthly operational checklists
Identify operational gaps and proactively implement solutions
Inventory & Ordering
Manage all retail, back‑bar, and operational inventory
Place weekly and monthly orders; track usage, par levels, and shrink
Coordinate with service providers to ensure rooms are consistently stocked and prepared
Support retail merchandising standards in partnership with the Front Desk / Sales Manager
Service Provider Support & Performance
Act as a day‑to‑day operational resource for massage therapists and estheticians
Support providers with:
Treatment room readiness
Product knowledge and usage
Proper service protocols and enhancements
Collaborate with leadership to coach providers on upselling enhancements and retail, ensuring it is educational, ethical, and guest‑focused
Help onboard and train new service providers on operational standards and workflows
Scheduling & Workflow Optimization
Partner with leadership on optimizing provider schedules for efficiency and coverage
Help ensure services are booked appropriately based on training, certifications, and availability
Monitor room utilization and provider productivity
Systems & Technology
Be a power user of spa systems (booking software, POS, inventory tools, reporting dashboards)
Pull and review operational reports (inventory, service mix, enhancements, provider metrics)
Support troubleshooting and process improvements related to technology and workflows
Cross‑Functional Collaboration
Work closely with the Front Desk / Sales Manager to align operations and guest experience
Provide operational insights that support membership growth, retention, and service quality
Step in as operational lead when the Spa Manager is offsite