Spa Operations & Guest Experience Lead

Arch Amenities Group; New York (NY); On-site; USD 52,000 - 80,000; Full time

Job summary

Arch Amenities Group in New York is seeking an Assistant Spa Director to support the Spa Director in the day-to-day management of the spa and wellness center. This role helps ensure smooth operations, exceptional guest service, and a high-performing team environment.

The Assistant Spa Director acts as a leader, mentor, and operational problem-solver, with a focus on guest satisfaction, staff scheduling, inventory management, and financial performance.

Qualifications

• Associate's or Bachelor's degree in Hospitality, Business, or related field preferred.
• 2-4 years of experience in spa, hospitality, or wellness operations.
• Prior supervisory or lead experience required; management experience preferred.
• Strong interpersonal and leadership skills.
• Excellent organizational and multitasking abilities.
• Knowledge of spa treatments, retail, and wellness services.
• Familiarity with spa booking and POS systems (e.g., Mindbody, SpaSoft, Booker).
• Strong problem-solving and guest service skills.

Responsibilities

• Assist in overseeing all aspects of spa operations including front desk, service areas, locker rooms, and retail spaces.
• Ensure all service protocols, hygiene standards, and operational procedures are followed consistently.
• Help maintain spa cleanliness, ambiance, and equipment functionality.
• Coordinate therapist and staff schedules to ensure adequate coverage for peak periods.
• Assist with hiring, onboarding, training, and scheduling of spa staff.
• Support team performance by providing coaching, guidance, and feedback.
• Help lead team meetings and participate in performance reviews.
• Foster a positive and professional team culture focused on service excellence.
• Monitor service delivery and ensure exceptional guest experiences at every touchpoint.
• Respond promptly and professionally to guest concerns, inquiries, and service recovery situations.
• Uphold customer service standards and support a warm, welcoming environment.
• Assist in managing inventory, ordering supplies, and tracking product usage.
• Support daily reconciliation, reporting, and tracking of service and retail revenues.
• Help implement promotions, loyalty programs, and marketing initiatives.
• Monitor payroll hours and assist with timecard management and labor control.

Skills

Interpersonal skills

Leadership

Organizational skills

Multitasking

Guest service

Problem-solving

Education

Associate's or Bachelor's degree in Hospitality, Business, or related field

Tools

Mindbody

SpaSoft

Booker

Job description

Arch Amenities Group in New York is seeking an Assistant Spa Director to support the Spa Director in the day-to-day management of the spa and wellness center. This role helps ensure smooth operations, exceptional guest service, and a high-performing team environment.

The Assistant Spa Director acts as a leader, mentor, and operational problem-solver, with a focus on guest satisfaction, staff scheduling, inventory management, and financial performance.