Tonic Spa Shift Supervisor

About the role

As the Spa Shift Supervisor, you are a key operational leader responsible for delivering a seamless, high-quality wellness experience in a dynamic, high-volume environment. You oversee daily spa operations and ensure all guest interactions reflect the service standards of the Sweat & Tonic brand. This role requires strong leadership across Spa Concierge, Receptionists, Spa Attendants, Practitioners and operational teams, ensuring treatments run on schedule, facilities operate smoothly, and guests receive exceptional service from arrival to departure.

As the primary on-site decision-maker during your shift, you will support team members, resolve operational challenges, and ensure the spa facility functions efficiently within the broader Sweat and Tonic environment. The ideal candidate thrives in fast-paced hospitality settings, demonstrates strong problem‑solving abilities, operational awareness and can confidently manage both guest experience and operational complexity.

• Act as the operational lead on the spa floor during your shift, ensuring smooth coordination of staff, services, and amenities.
• Serve as designated “keyholder” responsible for facility opening and closing procedures.
• Oversee daily spa operations across spa team members, treatment areas, spa amenities, and retail, ensuring all departments maintain Sweat & Tonic brand standards.
• Manage treatment and amenity flow to ensure efficient service delivery and an optimal guest experience during peak periods.
• Monitor and optimize treatment schedules and coordinate with therapists to ensure services run on time and operational disruptions are minimized.
• Ensure safe and appropriate use of spa amenities including pool, sauna, hot tub, red light therapy, and compression therapy.
• Maintain operational readiness and cleanliness across treatment rooms, locker areas, and spa amenities.
• Troubleshoot minor operational or facility issues and coordinate with the Facilities Manager or Studio Manager to resolve equipment or facility concerns before escalating to the Director.
• Lead and support Spa Concierge, Receptionists and Attendants throughout the shift.
• Assist with hiring, onboarding, and training new team members according to Tonic Spa service standards.
• Provide real‑time coaching and operational guidance to ensure consistent guest service delivery.
• Plan shifts and delegate responsibilities to ensure appropriate staffing coverage and efficient workflow.
• Deliver a high‑touch guest experience through proactive service and thoughtful problem resolution.
• Own guest escalations and lead guest recovery efforts, resolving issues in real time to maintain guest satisfaction and brand trust.
• Serve as the primary contact for guest concerns, feedback, and complex service situations while on duty.
• Oversee direct billing administration, including troubleshooting billing issues, resolving discrepancies, and ensuring accuracy in guest accounts.
• Support with biohacking services and guest flow as needed.
• Collaborate with Sweat and Tonic operations and facilities teams to ensure smooth integration between spa services and the broader facility environment.
• Provide detailed shift reports to the management team outlining operational updates, facility issues

This position requires approximately 16 scheduled hours per week. The candidate must have weekend availability.

• 2 years of experience in a supervisory role within spa, hospitality, wellness, or fitness environments required.
• Experience managing operations in high-volume service environments.
• Strong leadership skills with the ability to motivate and guide diverse teams.
• Proven problem‑solving abilities and confidence managing operations independently.
• Excellent communication skills with the ability to interact effectively with both guests and team members.
• Experience handling guest escalations, service recovery, and complex guest interactions.
• Comfort managing operational challenges related to spa amenities, wellness technology, and facility infrastructure.
• Familiarity with POS systems, booking platforms, and billing processes. Jane & Mariana Tek experience preferred.
• Detail‑oriented with the…