Spa Operations Lead — Luxury Guest Experience

Ensemble; California; On-site; USD 55,000 - 70,000; Full time

Job summary

Bernardus Lodge seeks a Spa Supervisor to lead the spa team, uphold luxury guest service standards, and partner with leadership on day‑to‑day operations. You will mentor staff, manage guest interactions, and drive revenue through retail and services.

The role requires weekend/holiday availability and flexibility to cover call-offs, with a focus on Forbes standards and high-level service in a resort setting.

Qualifications

• High school diploma or GED; two years in related field.
• Previous reception and POS experience.
• Excellent verbal and written communication.
• Adaptable to change; multitask calmly and efficiently.
• Spa environment knowledge.
• Outstanding guest service and problem-solving skills.
• Proficient with booking software, POS, and MS Office.

Responsibilities

• Ensure service consistency, safety, and guest satisfaction at all times.
• Provide constructive feedback to colleagues for continuous improvement.
• Coordinate with Spa Director on daily operations, purchasing, guest feedback, and staff needs.
• Collaborate on revenue initiatives, service enhancements, and staff incentive programs.
• Assist in developing and motivating the spa team to boost retail sales and guest loyalty.
• Audit spa appointment books for errors, rooming issues, or staffing needs.
• Audit Spa Concierge emails to meet spa standards.
• Meet weekly with Spa Director for recap and forecast plan.
• Input staff schedules weekly into Dayforce.
• Manage, report and rectify guest glitches and anticipate needs.
• Maximize department financial performance by reducing labor and downtime.
• Onboard new spa employees and provide cross-training for resort staff.
• Maintain Forbes Standards of service.

Skills

Reception experience

POS experience

Verbal communication

Written communication

Multitasking

Organizational skills

Spa knowledge

Interpersonal skills

Microsoft Office

Independent work

Education

High school diploma or GED

Tools

Booking software

POS systems

Microsoft Office

Job description

Bernardus Lodge seeks a Spa Supervisor to lead the spa team, uphold luxury guest service standards, and partner with leadership on day‑to‑day operations. You will mentor staff, manage guest interactions, and drive revenue through retail and services.

The role requires weekend/holiday availability and flexibility to cover call-offs, with a focus on Forbes standards and high-level service in a resort setting.