Spa Operations Manager

The Spa at Norwich Inn; Laurel Hill (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

The Spa at Norwich Inn is seeking a hands-on Spa Operations Manager to lead daily operations, ensuring a clean, safe, and welcoming environment for guests. You will supervise the Spa Guest Service team, manage locker rooms and amenities, and coordinate with leadership to resolve issues promptly.

You will stay engaged on the spa floor during peak times, oversee staff scheduling, and drive consistent guest experiences in a high-volume setting.

Qualifications

• Must demonstrate hospitality and guest-service orientation.
• Strong communication and leadership abilities in a fast-paced spa setting.
• Experience with scheduling and spa booking systems preferred.

Responsibilities

• Oversee daily spa operations, ensuring cleanliness, safety, and guest readiness.
• Lead, train, and support spa staff; manage staff schedules and coverage.
• Respond to guest concerns professionally and coordinate with leadership.
• Maintain inventory, amenities, and facility standards; handle emergencies as MOD.

Skills

Hospitality

Guest-service

Leadership

Communication

Scheduling systems

Education

High School Diploma or equivalent

Tools

Spa booking systems

Job description

Spa Operations Manager

Job Description

The Spa Operations Manager is a hands-on operational leader responsible for ensuring that all areas of the spa facility are clean, safe, welcoming, well maintained, properly stocked, and operating to established standards. This highly visible, guest-facing position serves as the boots-on-the-ground operational presence throughout the spa, proactively identifying and resolving issues, supporting the team during busy periods, and helping ensure a consistently exceptional guest experience.

Essential Duties and Responsibilities

• Must adhere to the Spa at Norwich Inn and MPTN policies and procedures.
• Conduct regular walkthroughs and inspections of the entire spa facility throughout the day to ensure all areas are guest-ready and operating to standard.
• Oversee the daily condition and operation of the men's and ladies' locker rooms, whirlpools, saunas, steam rooms, indoor pool area, relaxation room, fitness/gym area, outdoor pool area, outdoor spa courtyard, and other spa amenity spaces.
• Ensure facility areas are clean, organized, appropriately stocked, and presented according to established spa standards.
• Identify maintenance, cleanliness, safety, or guest-experience concerns promptly; communicate needs to the appropriate department and follow through until resolved.
• Monitor availability of towels, robes, amenities, supplies, and other guest requirements and take action to maintain appropriate levels.
• Serve as Manager on Duty (MOD) during designated periods.
• Manage emergency situations including medical incidents, injuries, facility issues, or severe weather, directing staff and coordinating with emergency services to ensure guest and employee safety. Ensure accurate documentation is completed.
• Serve as a visible and approachable presence throughout the spa, assisting guests with questions, concerns, amenities, policies, and general spa information.
• Respond to guest concerns professionally and promptly, using sound judgment and involving Spa Leadership when appropriate.
• Provide day-to-day operational direction and support to spa support staff and reinforce expectations for cleanliness, service, presentation, communication, and established procedures.
• Create and maintain schedules for the spa support team based on business needs, anticipated guest volume, and appropriate staffing levels.
• Direct reports are the Spa Guest Service Supervisor, Spa Boutique Supervisor, Locker Room Attendants, and Prep Attendants.
• Provide coverage at the spa desk as needed, including guest check-in/check-out, reservations, phone calls, and general guest assistance.
• Provide coverage and operational support in the spa boutique as needed.
• Assist with opening and closing responsibilities and ensure the facility is properly prepared for daily operations.
• Remain actively engaged on the floor and step into operational areas during peak periods, breaks, call-outs, or staffing shortages.
• Maintain familiarity with spa services, amenities, retail offerings, policies, procedures, and booking systems in order to support guests and staff effectively.
• Communicate operational concerns, staffing issues, facility needs, and relevant guest feedback to the Spa Director.
• Lead by example through professionalism, accountability, initiative, attention to detail, and a willingness to assist wherever needed.
• Perform all other tasks as assigned by Management.

Qualifications

• Strong hospitality and guest-service orientation with the ability to remain calm, professional, and solution-focused.
• Demonstrated ability to take initiative, recognize operational needs, prioritize effectively, and follow through.
• Strong attention to cleanliness, presentation, safety, detail, and facility standards.
• Excellent communication, organizational, and time-management skills.
• Ability to provide clear direction to team members and address issues appropriately in the moment.
• Comfortable working in a highly visible, hands-on position with the majority of the workday spent throughout the spa facility.
• Basic computer proficiency; experience with scheduling and spa booking systems preferred.

Education and/or Experience

• High School Diploma or equivalent required.
• Previous supervisory or leadership experience in a spa, resort, hotel, fitness facility, hospitality environment, or other guest-focused operation preferred.

Language Skills

• Must be able to speak, read, and write in English.
• Must be able to communicate clearly and professionally with guests, team members, leadership, and supporting departments.

Mathematical Skills

• Must be able to add, subtract, divide and multiply and be proficient in the use of calculators and basic spreadsheet applications.
• Must be able to understand basic staffing and scheduling requirements.

Physical Demands

• Must be able to read a computer monitor and type on an electronic keyboard.
• Must be able to push, pull, lift, and carry up to 50 lbs. at a time.
• Must be able to walk long distances between spa facility areas and supporting buildings as required.
• Must be able to stand and walk for 6 to 8 hours per day.
• Must be able to bend, reach, stoop, and move throughout locker rooms, pool, relaxation, fitness, desk, boutique, and other operational areas.

Work Environment

• Must be able to work in a spa environment where guests may be scantily clad while using locker rooms and spa amenities.
• Regular exposure to warm, humid, and wet environments associated with pools, whirlpools, steam rooms, and saunas.
• The work environment is fast paced, with a high volume of guest, employee, and management interactions.

Availability

• Must be able to work flexible hours including evenings, weekends, and holidays based on business demands and staffing needs.
• Flexibility is essential; shifts may vary and rotate according to operational requirements.
• Schedules are reviewed by Management and as such may be set or changed in order to accommodate business regardless of seniority or prior scheduling practices.
• Schedule requires 32-40 hours per week.