Spa Manager

The Spa Manager (Hydrostone) leads the daily success of the location, with a focus on client experience, team leadership, operational excellence, and business performance. This role is ideal for someone who loves hospitality, enjoys developing people, and can balance a polished guest experience with strong day-to-day accountability. Key Responsibilities 1. Client Experience & Service Standards • Ensure every guest receives a warm, polished, five-star experience from booking to checkout. • Lead the team in delivering attentive, confident, and personalized care. • Support the front desk and service providers with client concerns and service recovery. • Follow up with guests when needed to protect trust and loyalty. • Monitor guest feedback, reviews, and service consistency. • Keep the spa environment calm, clean, professional, and guest-ready. 2. Team Leadership • Lead, coach, and support the team. • Set clear expectations for professionalism, attendance, communication, and service standards. • Partner with department leads across Esthetics, RMT, Hair Studio, and Guest Services. • Support onboarding, training, team communication, and follow-up. • Address issues early and hold the team accountable in a fair, respectful way. • Build a positive culture where people feel supported, informed, and proud to work at Spirit. 3. Financial Performance & Business Growth • Support location performance through appointment book management, fill ratio, rebooking, retail sales, and service upgrades. • Monitor utilization, staffing levels, and daily business flow. • Help the team understand the connection between client experience, productivity, and business results. • Identify opportunities to grow revenue and improve efficiency. • Support company priorities that strengthen the guest experience, team performance, and profitability. 4. Daily Operations & Facility • Oversee the daily rhythm of the spa location. • Ensure the spa opens, operates, and closes to Spirit standards. • Complete regular walkthroughs and room inspections. • Ensure treatment rooms, retail areas, common spaces, washrooms, and back-of-house areas are maintained to standard. • Identify maintenance, equipment, or facility issues and ensure timely follow-up. • Keep communication flowing between Hydrostone, Downtown, leadership, and ownership. What We're Looking For: • 5+ years of leadership experience in spa, salon, hotel, wellness, hospitality, retail, or another service-based environment. • Proven ability to lead people and support business results. • Strong communication and conflict-resolution skills. • Confidence with client service, team coaching, scheduling, and daily operations. • A polished, professional presence with strong organization and follow-through. • A genuine love of hospitality, beauty, wellness, and the guest experience. • Previous experience as a service provider is an asset but not required.

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