Spa Operations Lead - Guest Experience Champion

Brasada Ranch Limited; Oregon; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) with company match

Tuition reimbursement

Free golf privileges

Seasonal Family Pass to the Athletic C

Employee discounts at all restaurants,

One complimentary trail ride

Job summary

Brasada Ranch is seeking a Spa Supervisor to support the Spa Manager in daily operations, lead shift activities, and ensure guest-ready service throughout the day. The role focuses on front‑of‑house coordination, staff coaching and adherence to SOPs in a busy spa environment.

The ideal candidate brings 2+ years in customer service or hospitality, supervisory experience, and comfort with appointment bookings, POS, and timekeeping systems.

Qualifications

• Minimum of two years of experience in a customer-service, hospitality or spa environment.
• One to two years of lead, shift-lead or supervisory experience preferred.
• Experience with appointment booking, point-of-sale, cash handling and daily reconciliation.
• Computer competency, including Outlook, Excel, Word and scheduling or timekeeping systems; spa operating software, point-of-sales software experience preferred.
• Strong communication, listening, organization, time-management and problem-solving skills.
• Ability to work independently, remain visible on the floor and shift between guest-facing and hands-on operational duties.
• Availability to work a flexible schedule, including weekends, holidays, opening shifts and closing shifts based on business need.
• Oregon Massage Therapist or Esthetician license is helpful but not required.

Responsibilities

• Provide real-time shift direction, task assignment, coaching and operational follow-through for Spa team members.
• Review and prepare timekeeping and payroll information for final review and approval by the Spa Manager.
• Make routine schedule adjustments and coordinate same-day coverage while on duty and within approved staffing parameters.
• Participate in interviews and provide documented performance feedback and recommendations to the Spa Manager.
• Participate in fact gathering and discussions related to attendance, conduct or performance concerns.
• The Spa Manager retains final authority for payroll and overtime approval, formal corrective action, performance evaluations, hiring and termination decisions, compensation or status changes, budget commitments and policy changes.
• Properly open and close the Spa each day according to Standard Operating Procedures and verify that all operating areas are guest-ready.
• Serve as the on‑shift operational lead when assigned, coordinating front desk, attendant and provider flow against the approved daily schedule.
• Accurately book, change and cancel appointments; manage the waitlist; and support confirmation calls, intake preparation and next‑day readiness in Booker.
• Check guests in and out, process POS transactions and follow cash‑handling and daily‑accounting procedures.
• While on duty, monitor the daily schedule and staffing plan, identify coverage or room‑assignment issues, make routine schedule adjustments and coordinate same‑day coverage within approved staffing parameters; elevate unresolved gaps or needs requiring overtime approval to the Spa Manager.
• Support timekeeping and payroll administration by collecting availability, identifying missed punches or discrepancies, and reviewing and preparing information for Spa Manager approval.
• Handle guest questions, concerns and service recovery professionally within established guidelines; document and upscale significant incidents or compensation requests.
• Provide in‑the‑moment coaching, recognition and redirection; document relevant observations and participate in performance or corrective‑action discussions as requested. Formal documentation, execution and issuance remain management responsibilities.
• Participate in candidate interviews and provide hiring recommendations and performance feedback to the Spa Manager; final hiring and evaluation decisions remain with the Spa Manager.
• Support onboarding and cross‑training for front desk and spa‑attendant team members, reinforce SOPs and document completion of assigned training competencies.
• Partner with the Lead Massage Therapist on treatment‑team communication, provider readiness and service standards; elevate licensing, clinical or provider‑specific concerns to the appropriate leader.
• Oversee daily readiness of reception, retail, locker rooms, relaxation areas, dispensary, laundry flow, treatment‑room turnover and operating supplies.
• Support inventory counts, stocking, receiving and approved vendor follow-up; communicate reorder needs and discrepancies to the Spa Manager.
• Maintain a clean, safe, fully stocked and well‑organized work environment and reinforce applicable sanitation, safety, security and resort standards.
• Maintain clear shift handoffs and communicate guest issues, team concerns, maintenance needs, inventory exceptions and incomplete work to the Spa Manager.
• Support retail presentation, approved promotions and other operational priorities assigned by the Spa Manager.
• Perform additional responsibilities and duties consistent with the role as assigned.

Skills

Customer service

Hospitality

Supervisory experience

Appointment booking

Cash handling

Timekeeping

POS systems

Communication skills

Tools

Outlook

Excel

Word

Spa management software

POS software

Scheduling software

Job description

Brasada Ranch is seeking a Spa Supervisor to support the Spa Manager in daily operations, lead shift activities, and ensure guest-ready service throughout the day. The role focuses on front‑of‑house coordination, staff coaching and adherence to SOPs in a busy spa environment.

The ideal candidate brings 2+ years in customer service or hospitality, supervisory experience, and comfort with appointment bookings, POS, and timekeeping systems.