Membership & Spa Supervisor

Highgate Hotels • San Francisco, CA

6d • Onsite

About The Position

The position supports the growth and execution of spa group business while providing front desk and guest service support at Nob Hill Spa, located within The Huntington Hotel in San Francisco. It coordinates group bookings, celebrations, corporate wellness experiences, hotel partnerships, and special events from initial inquiry through guest experience and follow-up. When not managing group business, the role supports spa reception operations, including guest check-in and checkout, appointment scheduling, retail support, communications, and overall guest experience. The role calls for an organized, proactive, polished professional who can balance sales, coordination, and luxury hospitality responsibilities in a fast-paced environment.

The posting’s overview refers to the role as “Groups Coordinator,” although the job title provided is “Membership & Spa Supervisor.”

Requirements

• Excellent written and verbal communication skills.
• Strong organizational skills and exceptional attention to detail.
• Ability to manage multiple priorities and deadlines simultaneously.
• Comfort using booking, POS, email, and other hospitality systems.
• Strong sales and relationship-building skills.
• Professional, polished, service-oriented demeanor.
• Ability to work independently and effectively as part of a team.
• Flexibility to work weekends, evenings, holidays, and special events as business needs require.

Nice To Haves

• Previous experience in luxury hospitality, spa, hotel, wellness, events, or guest services preferred.
• Previous group coordination, event planning, sales, or spa experience strongly preferred.

Responsibilities

• Serve as the primary contact for spa group inquiries and bookings, responding promptly and professionally by phone, email, and in person.
• Coordinate spa experiences for corporate groups, bridal parties, birthdays, celebrations, hotel groups, VIPs, and other special occasions.
• Work with the Spa Director and hotel teams to develop and execute group experiences aligned with Nob Hill Spa standards.
• Coordinate treatment schedules, services, amenities, retail, food and beverage, private spaces, and other group requirements.
• Prepare and maintain group booking details, timelines, guest lists, treatment schedules, and special requests.
• Communicate group details to therapists, estheticians, attendants, management, and other departments; conduct group walkthroughs and assist with pre-arrival planning.
• Support customized spa experiences and packages, group proposals, confirmations, deposits, payment details, and post-event follow-up.
• Maintain records of group leads, bookings, revenue opportunities, and client contacts; identify opportunities to increase group revenue.
• Develop relationships with hotel departments, concierge teams, event planners, local businesses, corporate contacts, and repeat group clients; follow up with group clients to encourage repeat business and referrals.
• Welcome spa guests and manage check-in, checkout, phone and email inquiries, appointment scheduling, modifications, and confirmations.
• Review treatment selections and assist guests with services and enhancements; maintain guest profiles, preferences, notes, and payment information.
• Process payments, gift certificates, memberships, and retail transactions; promote retail and support merchandising, inventory awareness, and product knowledge.
• Communicate schedules and guest preferences to service providers and coordinate with spa, hotel, and other departments.
• Assist with guest recovery, escalating concerns to management when appropriate; maintain a clean, organized reception and retail environment.
• Support opening and closing procedures and daily spa operations, upholding Nob Hill Spa, The Huntington Hotel, and Forbes-level luxury service standards.
• Use guest interactions to enhance the experience and generate revenue by promoting appropriate enhancements, retail products, memberships, gift certificates, and future appointments.
• Support group sales and repeat business, meet established individual and departmental sales goals, and track and follow up on group opportunities.
• Partner with management to identify business opportunities during slower periods, holidays, and special events; maintain knowledge of spa and hotel offerings.
• Anticipate guest needs, provide personalized service, recognize VIPs, repeat guests, members, hotel guests, and special occasions, and handle sensitive situations with discretion.
• Maintain confidentiality of guest information and represent the Nob Hill Spa brand with a polished, welcoming presence.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed