Spa Operations Lead

Guerlain Wellness Spa at the Waldorf Astoria New York; New York (NY); On-site; USD 37,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental and Vision (FTE)

401K Matching

PTO – Paid/Holiday Time Off

VTO – Voluntary Time Off

Discounts on Retail Products and Spa –

Job summary

Guerlain Wellness Spa at The Waldorf Astoria New York is seeking a Spa Operations Lead to support daily operations, lead the spa team, manage reservations, and ensure exceptional guest service. The role includes training, inventory control, payroll, scheduling, and financial reporting, while maintaining Forbes/Five Star standards.

Ideal candidates will have 1–3 years in luxury spa/hospitality, strong English communication, and a proactive, detail-oriented mindset.

Qualifications

• Must have a minimum of 2-year College associate’s degree or equivalent.
• 1–3 years’ experience in customer service, spa, hospitality, sales and/or retail.
• At least 1 year of luxury retail sales experience.
• Sales-driven with strong customer service orientation.
• Polished, professional, and strong command of written and verbal English.
• Organized, proactive, and highly attentive to detail.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Experience with Booker, Book4Time, Spa Soft preferred.

Responsibilities

• Assist Spa Management with daily operations including team leadership and guest services.
• Manage reservations, the front desk, lounge, and ancillary facilities.
• Lead training, scheduling, payroll, inventory and financial reporting.
• Ensure safety, sanitation, and adherence to standards.
• Promote and upsell spa services, packages and retail products.
• Assist in interviewing, hiring, onboarding and event support.

Skills

Customer service

Supervisory experience

English proficiency

Sales orientated

Proactive

Attention to detail

Education

Associate degree

Tools

Booker

Book4Time

Spa Soft

Microsoft Office

Job description

COMPANY OVERVIEW

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, Illinois, 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!

JOB SUMMARY

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.

ESSENTIAL FUNCTIONS

• 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 Attache 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 Attaches 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 regulations.
• Resolve guest concerns and communicate any complaints or maintenance issues to Spa Management.
• Assist Spa Management with departmental scheduling needs.
• Support Spa Management in maintaining provider licenses and renewals.
• Participate in regular inventory processes with Spa Management to ensure sufficient stock levels of retail and professional supplies.
• Assist in monitoring inventory, ordering product supplies, and preparing end-of-month reports.
• Conduct daily inspections of the treatment room checklist, noting inconsistencies while collaborating with the spa support staff.
• Support Spa Management in achieving monthly sales goals.
• Assist the Spa Management with interviewing, hiring, onboarding, and training processes.
• Provide support to the Spa Management team during all Group and VIP events.
• Attend all relevant spa and hotel/resort meetings, such as staff meetings, hotel pre-con meetings, daily stand-ups, and weekly operations meetings.
• Attend all mandatory vendor and company training sessions.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a minimum of 2-year College associate’s degreeor any other combination of education, training, and experience that provides the required knowledge, skills, and capabilities.
• Previous Supervisory experience preferred.
• At least 1-3years’ experiencein customer service, spa, hospitality, sales, and/or retail.
• At least 1 year of luxury retail sales experience.
• Must be sales-drivenand have acustomer service-oriented personality, as the position requires making spa/product recommendations and selling products and services.
• Mustbe polished, professional, and strong command of written and verbal English.
• Must be organized,proactive,andhighly attentive todetail.
• Must be proficient in Microsoft Office (Outlook, Word, Excel).
• Previous experience with Booker, Book4Time, Spa Soft preferred.
• CPR and First Aid certified desirable.

BENEFITS/PERKS

• Medical, Dental and Vision (FTE only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

COMPENSATION:

$27.00 per hour + Gratuity Pool + Retail Commission

The hourly pay range for this role is$27.00 - $34.72. This rate is only applicable for jobs to be performed at Guerlain Wellness Spa at The Waldorf Astoria New York. Pay ranges may vary based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.