Spa Operations Manager

Description

JOB SUMMARY

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.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive

Spa Operations & Daily Leadership

• 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.

Guest & Member Experience

• 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.

Team Leadership

• 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.

Facilities & Operational Standards

• 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 proactively identify maintenance and repair needs.
• Partner closely with Engineering and Housekeeping to ensure maintenance and cleanliness concerns are addressed promptly.
• Track outstanding work orders and ensure appropriate follow-up and completion.
• Ensure equipment, fixtures, amenities, and operational supplies are maintained in excellent condition.
• Support preventative maintenance programs and facility improvement projects.
• Assist with operational planning related to capital projects, renovations, equipment replacement, and facility enhancements.
• Ensure compliance with health, sanitation, safety, emergency, and resort operating standards.

Scheduling & Labor Management

• Support leadership with scheduling based on forecasted business levels and operational needs.
• Monitor daily staffing and make appropriate adjustments when necessary.
• Assist with managing labor productivity while maintaining luxury service standards.
• Monitor attendance, call-outs, breaks, and coverage to ensure operational continuity.
• Partner with Spa leadership to identify staffing needs and operational efficiencies.

Inventory, Supplies & Cost Controls

• Monitor operational inventory including linens, amenities, guest supplies, uniforms, equipment, and other departmental resources.
• Maintain appropriate par levels while minimizing waste and unnecessary expenses.
• Support ordering, receiving, organization, and inventory processes.
• Identify opportunities to improve efficiency and control operating expenses without compromising the guest experience.
• Partner with appropriate leaders on inventory counts and expense management.

Spa Technology & Systems

• Support the effective operation of spa technology, point-of-sale systems, scheduling platforms, access systems, and other operational technology.
• Assist team members with system-related operational issues and escalate concerns when necessary.
• Partner with IT, Finance, and resort leadership to troubleshoot recurring system issues.
• Ensure operational procedures related to transactions, guest accounts, member charges, and system usage are consistently followed.

Cross-Department Collaboration

• Maintain strong working relationships with Engineering, Housekeeping, Security, Front Office, Reservations, Food & Beverage, Finance, Human Resources, and other resort departments.
• Coordinate operational needs related to special events, VIPs, groups, wellness programming, facility projects, and resort initiatives.
• Represent Spa Operations in meetings as assigned by the Spa Director.
• Ensure timely communication of information that may impact guests, members, employees, or resort operations.

Safety & Risk Management

• Maintain a safe environment for guests, members, and employees.
• Ensure team members understand emergency procedures and safety protocols.
• Respond appropriately to guest incidents, injuries, facility emergencies, and operational disruptions.
• Ensure incidents are documented and escalated according to resort procedures.
• Identify potential safety concerns and take proactive action to correct them.

Requirements

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

Leadership Expectations

• The Spa Operations Manager is expected to:
• Lead with professionalism, consistency, accountability, and care.
• Maintain a calm and solutions-oriented approach in a fast-paced luxury environment.
• Be highly visible and engaged in daily operations.
• Anticipate operational needs rather than simply react to problems.
• Build strong relationships with team members, guests, members, and resort partners.
• Hold themselves and others accountable to established standards.
• Protect the luxury positioning and reputation of the Spa and resort.
• Demonstrate flexibility and willingness to support the operation wherever needed.
• Flexible availability including weekends, holidays, early mornings, and evenings based on business needs.

Success Measures

• Guest and member satisfaction
• Consistency of luxury service standards
• Facility cleanliness and operational readiness
• Team engagement and performance
• Effective labor and expense management
• Timely resolution of maintenance and operational issues
• Compliance with safety and operating standards
• Successful execution of Spa Director initiatives
• Strong collaboration across Spa leadership and resort departments

QUALIFICATIONS

Education

• High school diploma or equivalent required.
• College degree or relevant certification in Hospitality Management, Business Administration, Wellness, Spa Management, or a related field preferred.

Related Work Experience

• Minimum 3–5 years of leadership experience in spa, hospitality, wellness, resort, club, or luxury guest-service operations required.
• Luxury resort or spa experience strongly preferred.
• Strong understanding of operational standards and luxury guest service.
• Demonstrated ability to lead, coach, and develop high-performing teams.
• Strong organizational, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with scheduling, labor management, inventory, and expense controls preferred.
• Comfortable working with spa scheduling, point-of-sale, and hospitality technology.
• Ability to work collaboratively across multiple departments.