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 Assistant Spa Director supports the Spa Director in ensuring exceptional guest experiences, financial success, and operational excellence within a luxury hotel/resort spa. This role assists in driving customer satisfaction and revenue growth, as well as budgeted NOI through marketing, retail sales, and cost control. Key responsibilities include supporting team leadership, recruitment, training, and performance management while ensuring compliance with Trilogy policies. The Assistant Spa Director helps address guest concerns, maintain regulatory compliance, and strengthens the partnership with the hotel to ensure seamless operations. This position requires strong communication, leadership, and the ability to assist in balancing 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 philosophy of “Flawless Service, Every Guest, Every Day” along with Spa policies and procedures.
• Anticipate guest needs and maintain Spa and TRILOGY’s service standards, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and the spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.

Spa Operations:

• Work with Hotel/Resort Management to build and maintain a strong relationship and a seamless guest service experience.
• Provide support in developing and implementing spa-related marketing strategies, collateral, and promotional activities in conjunction with the Hotel/Resort and Trilogy Corporate Marketing team.
• Support spa leadership with group sales opportunities by optimizing staff schedules to maximize group revenue potential.
• 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.
• Prepare necessary vendor follow-up reports associated with inventory processes.
• Assist the Spa Director with the interview, hiring process, onboarding, and training.
• Conduct daily treatment room checklist inspection, noting inconsistencies while working alongside the spa support staff.
• Ensure all spa equipment operates optimally, documenting issues requiring additional follow-up.
• Ensure spa team maintains safety, sanitation, and disinfection standards, properly cleans and sanitizes products, rooms, tools, and equipment, and follows TRILOGY and State Governing Boards' requirements and guidelines.
• 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. 

Staffing/Training:

• Assist the Spa Director with supervision, management, and growth of the Spa team, establishing and monitoring staffing levels, with a focus on retention and develop of employee partners.
• 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 ensuring compliance with all treatment protocols, training manuals, and training schedules alongside Leads for each department.
• Assist the Spa Director with interviews, hiring processes, onboarding, and SOP training.
• Assist the Spa Director in effective coaching and counseling for spa employee-partners in alignment with TRILOGY policies, ensuring accurate documentation and effective communication with Human Resources. 
• Assist the Spa Director in conducting employee partner performance evaluations and reviews following TRILOGY company guidelines.
• Participate in mandatory monthly staff meetings and attend/ensure attendance at all daily stand-up meetings.
• Assist daily operations, including occasional Front Desk coverage, to optimize administrative labor costs. 
• Utilize company technology platforms on a timely basis to further enhance employee partner knowledge, work performance, and communication. 

Analysis/Reporting:

• Assist the Spa Director with bi-weekly payroll processes to ensure compliance with budgeted payroll percentage targets.
• Prepare and maintain designated company reports to track efficiency and compliance, ensuring the timely distribution of reports to proper TRILOGY designates. 
• Develop and maintain a working knowledge of spa financial profit/loss statements, operating budgets, and associated reports to ensure effective tracking of spa performance metrics.
• Ensure all daily/nightly reporting duties are followed and adequately 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 TRILOGY policy regarding timely response and resolution processes for all customer complaints and/or related facility incidents.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a minimum of a 2-year college associate’s degree or any other combination of education, training, and experience that provides the required knowledge, skills, and capabilities.
• Must have at least 2-3 years’ experience as a Spa Manager/Supervisor.
• Must be polished, professional, and strong command of written and verbal English.  
• Must be organized, proactive, and highly attentive 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:  $75,000 - $85,000 + Benefits

The salary pay range for this role is $75,000 - $85,000 . This rate is only applicable for jobs to be performed at SpaWell at Hyatt Regency Maui Resort . Pay ranges may vary based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

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