Spa Manager

Sensei Wellness Holdings Inc.,•Lanai City, HI

5h•$95,000 - $100,000

About The Position

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.

Requirements

Associate's Degree or Bachelor’s Degree preferred
Minimum of 5 years of experience managing complex teams of 8 or more
Must be able to demonstrate hospitality, professionalism, prompt and courteous service, positive demeanor in stressful situations, and attention to detail at all times, work in fast-paced environment to meet overlapping deadlines
Excellent interpersonal, written and verbal communication skills
Comfortable with technology, Oasis, Book4Time, scheduler, desirable
Strong teamwork and collaboration skills
License or training in a professional wellness capacity. Licensed Massage Therapist or Esthetician in the State of Hawaii, preferred.
Follow all safety procedures and participate in ongoing safety training.

Nice To Haves

Resort, Spa, Wellness, or Luxury Hospitality management or supervisory experience preferred
Teaching or counseling experience
License or training in a professional wellness capacity. Licensed Massage Therapist or Esthetician in the State of Hawaii, preferred.

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. Handle high-volume, last-minute requests from leadership, or the Four Seasons.
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 Retreat Director.
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. Orchestrate complex, concurrent projects and goals, ensuring all project milestones are met on schedule.
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, Wellness and Spa Practitioners, the Four Seasons, Sensei Leadership and Guests to ensure seamless service delivery.
Stakeholder Relations: Develop and maintain strong working relationships with internal and external partners.
Policy, Procedure 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.
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, spa office, equipment, and storage areas to ensure cleanliness, proper handling, and timely maintenance. Address any issues immediately and report to Retreat Director 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 Supervision: Lead and manage spa team members, including massage therapists, estheticians, and salon technicians providing direction, support, and giving constructive feedback.
Performance Management: Oversee performance evaluations, conduct 1:1s, recognize achievements, and address any performance concerns using motivational and effectively give and receive 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. Collaborate and listen to other points of view and incorporate them for best practice.
Employee Engagement: Implement strategies to boost employee morale, engagement, and retention.
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.