Spa Operations Manager

Description

The Spa Operations Manager contributes to Sanctuary Camelback Mountain's success by providing hands‑on leadership and operational oversight for the day‑to‑day operations of the Spa & Wellness department. Working closely with the Spa Director and leadership team, this role ensures an exceptional guest and member experience while maintaining the highest standards of luxury service, operational excellence, safety, cleanliness, and team performance.

As a visible leader on the floor, the Spa Operations Manager proactively identifies and addresses operational needs, supports and coaches team members, resolves guest concerns, and ensures the spa environment, facilities, and processes consistently reflect Sanctuary's standards of excellence. This role also serves as a key point of connection between the Spa and other resort departments, including Engineering, Housekeeping, Security, and Food & Beverage, ensuring clear communication and seamless collaboration.

Guided by Sanctuary's North Star Vision and Spirit of Service, the Spa Operations Manager fosters authentic connections, leads with care and accountability, and creates intentional experiences beyond imagination where guests, members, and team members feel valued, understood, and welcomed.

Note:

the following duties and responsibilities are not all-inclusive

• Oversee daily spa operations to ensure a seamless, elevated guest and member experience.
• Maintain a strong leadership presence throughout the spa and wellness facilities.
• Conduct daily walkthroughs to ensure operational readiness, cleanliness, presentation, safety, and adherence to luxury service standards.
• Identify operational challenges and implement timely solutions.
• Ensure opening, closing, and daily operating procedures are consistently followed.
• Monitor daily business levels and adjust operational resources based on occupancy, appointments, events, and member activity.
• Serve as Manager on Duty for the Spa as scheduled.
• Support the Spa Director with execution of departmental priorities, initiatives, and operational strategies.
• Assume operational leadership of the department in the Spa Director's absence as assigned.

• Ensure guests and members consistently receive warm, personalized, professional, and anticipatory service.
• Maintain a visible presence throughout the operation and actively engage with guests and members.
• Respond to guest and member concerns with professionalism, urgency, empathy, and appropriate service recovery.
• Identify recurring guest experience opportunities and partner with Spa leadership to develop solutions.
• Ensure guest feedback is communicated to the appropriate leaders and followed through to resolution.
• Support the delivery of a consistent luxury experience throughout all spa touchpoints.

• Provide daily leadership, coaching, direction, and support to Spa team members.
• Reinforce service expectations, operational standards, policies, and procedures.
• Participate in pre‑shift meetings, departmental meetings, training, and ongoing team communication.
• Partner with Spa leadership to address performance concerns and recognize exceptional performance.
• Assist with onboarding, training, and development of new team members.
• Foster a positive, professional, collaborative, and accountable workplace culture.
• Support appropriate staffing levels based on business demands and operational needs.

• Oversee the daily condition and presentation of spa facilities, including locker rooms, relaxation areas, treatment areas, fitness and wellness spaces, pools and wet areas, and other guest‑facing spaces within the department.
• Conduct routine facility inspections and…