Assistant Spa Manager

Position: Assistant Spa Manager

Reports to: Director of Spa and Wellness

Type: Full-Time, Exempt

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.

The Assistant Spa Manager at Southall is responsible for leading the spa concierge and attendant team while partnering with the Spa Manager to oversee the spa services and activities throughout the entire spa, salon, and fitness center. The Assistant Spa Manager plays a crucial role in ensuring the spa operates efficiently, delivers exceptional guest service, and exceeds standards of excellence in all areas.

The ideal candidate will have experience in a managerial support role, leadership qualities, an eye for detail and a heart for hospitality.

Leadership Responsibilities:

• Participate in the development of staff including training, support and supervision

• Participate in the development of Standard Operating Procedures for the total spa and salon operation
• Maintain knowledge and understanding of current thinking in each program area property-wide, and see that spa offerings are communicated and updated accordingly
• Assist with scheduling of all spa and salon staff to maximize the availability of staff for appointment requests while mindful of budgetary staffing costs
• Assist with updating Spa operating system including Spa Soft, online booking, WAY, and Alice according to operational needs. Provide ongoing training and support.
• Complete thorough reporting including the end of day report and leadership incident report.
• Coordinate with departments and contracted professionals as necessary to ensure smooth and successful functioning of the spa and salon facility, e.g., appointments, housekeeping, maintenance, accounting, personnel, purchasing, marketing, public relations, etc.
• Resolve guest complaints in a manner which promotes positive guest retention
• Maintain the confidentiality of all Southall proprietary information and ensure that the spa staff does the same
• Calendar and attend leadership and spa team meetings. Ensure that spa staff are well-informed through daily communication
• Work closely with the concierge team for special group spa and wellness bookings
• Oversee spa retail and back bar inventory par levels
• Create, process and track regular purchase orders
• Ability to work flexible hours including evenings, weekends, and holidays as needed

Daily Responsibilities:

• Be on time for shifts and maintain consistent, regular attendance record
• Maintain personal appearance and grooming standards consistent with Southall standards

• Know how to properly open and close spa each day according to Standard Operating Procedures
• Maintain a clean, safe, fully stocked and well-organized work area
• Accurately book, change, and cancel spa appointments in Spa Soft
• Be knowledgeable of all the services we offer and accurately describe them to our guests
• Acknowledge and greet everyone who enters and leaves spa facilities
• Conduct regular facility walk through a with close attention to detail. Submit HOTSOS tickets as needed.

• Ensure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately thus protecting the company’s assets
• Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation
• Handle guests’ questions and concerns promptly, professionally and courteously
• Resolve guest complaints in a manner which promotes positive outcome

• Utilize spa computers with skill and proficiency and document guest information in electronic record as directed
• Answer the phone promptly and use the guest’s name throughout the phone conversation
• Work cooperatively and professionally with all departments

• Oversee and maintain the cleanliness and neatness of the front desk and spa facilities
• Conduct tours of the facility as requested
• Promote positive guest relations by providing prompt, courteous and efficient service
• Work diligently to support Southall philosophy throughout the property
• Cultivate and maintain staff morale

• Comply with all departmental and company policies
• Maintain confidentiality of all Southall proprietary information
• Maintain accurate property information through daily use of email and other forms of communication
• Monitor guest feedback and implement strategies to enhance guest satisfaction
• Provide our guests with a 5-star experience

Skills and Experience:

• Warm, enthusiastic, with excellent communication skills, and leadership qualities.
• 2-3 year experience in a managerial support role
• Genuine interest in holistic health & wellbeing

Education:

• 4-year college degree preferred, but combination of education and relevant position training and experience will be considered.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.