Spa Operations Lead

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!

The Spa Operations Lead assists Spa Management with daily operations, including team leadership, reservations, and guest services. Responsibilities encompass training, inventory management, payroll, scheduling, and financial reporting. This role also supports the management of the front desk, lounge, locker rooms, and ancillary facilities, such as fitness centers or pools, where applicable. The Supervisor communicates clearly with guests and staff to address their needs and concerns while maintaining exceptional customer service standards.

Additionally, the Spa Operations Lead facilitates the timely and effective resolution of any guest or employee partner issues that arise throughout the day. Effectively communicates with guests and spa team to understand their needs and areas of concern, while maintaining a high level of customer service to maximize guest satisfaction and profitability.

• Adhere to TRILOGY’s philosophy of “Flawless Service, Every Guest, Every Day” along with Spa policies and procedures.
• Anticipate guest needs and maintain Spa and TRILOGY’s service standards, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and the spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Ensure proper daily coverage in all operational roles for seamless guest service experience.
• Greet guests warmly, offering a welcoming atmosphere upon arrival. Use professional language and etiquette while providing comprehensive tours of the spa facility.
• Provide extensive knowledge to thoroughly describe and guide guests through all spa services, treatments, retail products, and amenities.
• Responsible for daily spa operations, including opening and closing functions, cash handling procedures, general facility maintenance, and nightly point-of-sale bank audit reconciliation.
• Oversee the Spa Concierge team to ensure that spa and salon appointments are booked professionally and accurately according to guest preferences while managing the appointment schedule for maximum booking opportunities.
• Ensure the spa team consistently delivers exceptional service by utilizing training materials for new and existing protocols, monitoring performance, documenting compliance with service standards and policies, and motivating the team toward success.
• Ensure Spa Concierges receive proper training and support and are informed about treatments, groups, and other promotions.
• Lead by example in promoting, selling, and upselling spa services, packages, and retail products to guests.
• Maintain cleanliness in the spa facility, lounges, and retail area throughout the day.
• Execute and communicate promotions, including developing marketing links from the spa booking system.
• Ensure the spa team adheres to safety, sanitation, and disinfection standards by properly cleaning and sanitizing products, rooms, tools, and equipment in compliance with TRILOGY and state…