Spa Director: Lead Operations, Guest Experience & Growth

Job Title:

Spa Director

Department:
Spa Operations

Reports to:

Regional Manager

Job Type: Exempt

Job Summary:

The Spa Director is responsible for the overall operation, leadership, and profitability of the spa and wellness facility. This includes overseeing day-to-day operations, team leadership,guest satisfaction, service standards, budgeting, marketing, and business development. The Spa Director ensures a high-quality experience for guests while maintaining a motivated, professional, and service-focused team.

Key Responsibilities:

Leadership & Operations:

• Manage all aspects of spa operations including scheduling, treatment protocols, retail sales, guest experience, and cleanliness standards.

• Lead, hire, train, and develop a team of therapists, front desk staff, and spa attendants.

• Ensure all services meet or exceed industry standards and client expectations.

• Maintain inventory of products, supplies, and equipment; manage purchasing and vendor relationships.

• Ensure compliance with all health, safety, and hygiene regulations.

• Ensure we are in compliance of all permits/licensing of location

• Ensure your massage therapists licenses are up-to-date

Financial Management:

• Develop and manage the annual spa budget including revenue targets, expense control, and profitability.

• Monitor daily, weekly, and monthly financial performance; take corrective action as needed to meet goals.

• Analyze service and retail sales to develop pricing strategies, promotions, and upselling initiatives.

Guest Experience & Service Standards:

• Uphold and elevate the guest experience through service excellence, consistency, and personalized offerings.

• Handle guest feedback and resolve issues in a timely, professional manner.

• Oversee guest satisfaction metrics and implement service improvement plans as needed.

Strategic Planning & Marketing:

• Develop and implement marketing campaigns, seasonal promotions, and special events to drive business.

• Collaborate with hotel/resort marketing teams (if applicable) to align branding and increase visibility.

• Identify trends and new opportunities in spa and wellness services.

Qualifications:

Education & Experience:

• Bachelor's degree in Hospitality, Business, or related field preferred.

• 5+ years of progressive leadership experience in spa, wellness, or hospitality operations.

• Proven track record of leading high-performing teams and delivering strong financial results.

Skills &

Competencies:

• Strong leadership, coaching, and team development skills.

• Exceptional customer service and interpersonal skills.

• Financial acumen, with experience managing budgets and P&L.

• Proficiency in spa booking and POS systems (e.g., Mindbody, Booker, Spa Soft).

• Knowledge of spa modalities, wellness trends, and retail merchandising.

Physical Requirements:

• Ability to stand for extended periods.

• Ability to perform physical work including bending, lifting, and repetitive hand and arm movements.

• Must be able to lift up to 25 pounds.

Work Environment:

• Work is performed in a spa, clinic, or wellness center environment with occasional exposure to oils, lotions, and low lighting.

• Require evening, weekend, and holiday hours depending on client scheduling.

Source: HHM Hotels