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, 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 Director oversees all aspects of a luxury hotel/resort spa, ensuring exceptional guest experiences, financial success, and operational excellence. This strategic role drives customer satisfaction, revenue growth, and budgeted NOI through effective marketing, retail sales, and cost control. Responsibilities include team leadership, recruitment, training, and performance management while ensuring compliance with Trilogy policies. The SD promptly resolves guest concerns, maintains regulatory compliance, and fosters a strong partnership with the hotel for seamless operations. This role requires exceptional communication, leadership, and the ability to balance strategic goals with daily operations. 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 “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.

Spa Operations/Inventory Management:

• Responsible for the successful financial performance of the spa, by meeting or exceeding budgeted targets.
• Provide daily oversight of spa team and leadership personnel, working in conjunction with Hotel/Resort Management, to establish and maintain a collaborative relationship as the ambassador for TRILOGY. 
• Drive Spa Group Sales by working with the Hotel/Resort Sales team and local area event planners.
• Maintain inventory levels by ensuring proper stock levels on retail, professional on hand, and in rooms through effective and timely product inventory counts. Conduct “spot check” inventory counts on a timely basis within the month. 
• Ensure accountable department managers properly maintain daily treatment room checklists.
• Ensure the spa team maintains safety, sanitation, and disinfection standards, properly cleaning and sanitizing products, rooms, tools, and equipment, and following TRILOGY and State Governing Boards' requirements and guidelines.
• Ensure daily treatment room checklists are properly maintained by accountable department managers.
• Ensure the spa team maintain safety, sanitation, and disinfection standards, properly clean and sanitize products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines.
• Ensure all in Spa Leadership provide ongoing oversight for optimal performance of all spa equipment. Proper documentation is maintained in daily MOD Logs, as appropriate. 
• Prepare bi-weekly payroll reports. Responsible for the review and approval of all bi-weekly payroll processes.
• Attend all weekly Hotel/Resort Management meetings and pre-convention meetings to ensure alignment with ongoing hotel activities and collaboration on all spa events, activities and operational updates. 
• Work effectively with the TRILOGY Corporate Marketing team to develop and implement spa-related marketing strategies, collateral, and promotional activities in conjunction with the Hotel marketing team. 
• Onsite liaison to Hotel Marketing team for final review and signoff on all spa marketing efforts/materials.
• Oversee the supervision, management, and growth of the Spa team, establishing and monitoring staffing levels, with a focus on retention and develop of employee partners.
• Manage the interview and hiring process, ensuring proper onboarding and training is conducted in alignment with TRILOGY HR standards
• Ensure the spa team receives proper Forbes-related and Corporate/Brand/Hotel/Resort standards training.
• Ensure the spa team consistently delivers exceptional service by utilizing training materials and incentive programs to monitor performance, document compliance with service standards and policies, and motivate employees for success. 
• Assist in creating treatment protocols, training manuals, and training schedules alongside Spa Leadership and Corporate Operations team for each department.
• Provide effective coaching and counseling for spa employee partners, in alignment with TRILOGY policies, ensuring accurate documentation and effective communication with Human Resources. 
• Conduct performance evaluations and reviews.
• Conduct mandatory monthly staff meetings and attend/ensure attendance at all daily stand-up meetings.

Staffing/Training:

• Oversee the supervision, management, and growth of the Spa team, establishing and monitoring staffing levels, with a focus on retention and develop of employee partners.
• Manage the interview and hiring process, ensuring proper onboarding and training is conducted in alignment with TRILOGY HR standards
• Ensure the spa team receives proper Forbes-related and Corporate/Brand/Hotel/Resort standards training.
• Ensure the spa team consistently delivers exceptional service by utilizing training materials and incentive programs to monitor performance, document compliance with service standards and policies, and motivate employees for success. 
• Assist in creating treatment protocols, training manuals, and training schedules alongside Spa Leadership and Corporate Operations team for each department.
• Provide effective coaching and counseling for spa employee partners, in alignment with TRILOGY policies, ensuring accurate documentation and effective communication with Human Resources. 
• Conduct performance evaluations and reviews.
• Conduct mandatory monthly staff meetings and attend/ensure attendance at all daily stand-up meetings.

Analysis/Reporting:

• Directly responsible for spa financial reporting process including profit and loss statement, budgeting, and forecast reporting in alignment with TRILOGY timelines and processes.
• Ensure compliance with budgeted payroll percentage targets.
• Ensure all daily/nightly reporting functions are followed and properly maintained.

Customer Resolution:

• Ensure that established service levels are consistently achieved in compliance with Hotel/Resort standards and/or Forbes 4 Star criteria (at a minimum).
• Ensure proper tracking of all customer complaints/issues/concerns in the daily MOD logbook or as directed by the TRILOGY Corporate Team.
• Ensure compliance with timely response and resolution processes to all customer complaints and/or related facility incidents per TRILOGY policy.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a BS Degree or any other combination of education, training, and experience that provides the required knowledge, skills, and capabilities in a relevant field (Hospitality, Business Management, Operations).
• Must have at least 5 years’ experience in a Senior Management role in a 4- or 5-star property.
• Must have prior experience and proficiency in daily accounting, monthly profit/loss statements, forecasting, and budget functions.
• Must be polished, professional, and have a strong command of both written and verbal English.  
• Must be organized, proactive, and possess a strong attention to detail.  
• Must be highly 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:  $80,000 - $85,000 - annual + Bonus + Benefits

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