Spa & Retail Shop Manager

Summary

Responsible for all aspects of daily operation of Spa, Spa Front Desk, Hotel Retail Shop and Fitness Center. Providing direct supervision and support for Spa Therapists, Spa Staff, and Retail staff. 

Essential Duties and Responsibilities

SPA

• Oversee the day-to-day operations of Aquanox Spa, including all treatment locations (Spa, in-room, private cabanas, lobby and beach), ensuring consistent Forbes service standards and guest satisfaction.
• Supervise Spa Front Desk operations, including appointment bookings, guest inquiries, accurate billing, daily reports and closing procedures.
• Conduct daily morning meetings to review hotel occupancy, VIP guests, groups, site visits and operational priorities.
• Ensure locker rooms are clean, organized and properly stocked, and that lockers and keys are maintained.
• Responsible for the staff training and onboarding of new hires providing SOP’s (Standard Operating Procedures) and Forbes service standards manual
• Supervise, coach and support Spa Front Desk staff and massage therapists, promoting teamwork, accountability and adherence to hotel standards.
• Prepare weekly staff schedules, monitor attendance, assist with Paycom updates and timekeeping, and prepare biweekly payroll.
• Coordinate onboarding, ongoing training and refresher training for new and existing team members.
• Delivering induction and refresher trainings for new and existing Spa Therapists
• Maintain massage therapists' licenses, insurance documentation and other required records.
• Assist with staff training, product knowledge and the implementation of service standards.
• Troubleshoot operational and technical issues involving Book4Time, Teres POS and related systems.
• Prepare monthly Book4Time reports and physical inventories for Accounting.
• Monitor departmental expenses and ensure supplies and operational needs are addressed within approved budgets.
• Assist with marketing initiatives, promotions and activities designed to increase spa revenue and guest engagement.
• Maintain effective communication with other hotel departments and promptly address operational issues.

Fitness Center

• Supervise the daily operations of the Fitness Center, ensuring the facility is maintained according to Forbes and Hotel standards.
• Ensure the Fitness Center is inspected and remains clean, organized, properly stocked and guest-ready.
• Monitor fitness equipment to ensure it is clean, fully operational and regularly serviced by approved vendors.
• Report and follow up on equipment malfunctions, maintenance issues and supply needs.
• Coordinate with vendors and hotel departments to ensure timely repairs and maintenance.
• Ensure a safe, clean and welcoming environment for all guests.

Retail – Cabana Retail Shop

• Oversee the day-to-day operations of the Cabana Retail Shop, ensuring an organized, attractive and welcoming shopping environment.
• Establish appropriate inventory par levels and monitor stock according to approved operating budgets.
• Coordinate purchasing and orders with authorized vendors, following up on shortages, damaged merchandise, special requests and reorders.
• Maintain organized merchandise displays and back-stock, ensuring products are easy to locate and properly presented.
• Maintain and refresh in-store and hotel display cases, introducing new visual merchandising ideas and props while keeping displays clean, simple and attractive.
• Monitor retail sales and inventory levels and assist with marketing initiatives and sales promotions.
• Responsible for the staff training and onboarding of new hires providing SOP’s (Standard Operating Procedures) and Forbes service standards manual
• Ensure team members are properly trained on merchandise, product knowledge, sales techniques and store procedures.
• Coach and support team members, assist with questions and operational challenges, and ensure consistent adherence to hotel standards.
• Attend product knowledge and vendor training seminars as necessary.
• Ensure supplies and other operational needs are ordered in a timely manner.
• Maintain effective vendor relationships and communication to support the smooth operation of the retail business.

Other duties and responsibilities may be assigned.  The supervisor is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in the job description.

Education / Experience

The requirements listed below are representative of the knowledge, skills and abilities required to perform in this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of 2 years of experience in spa operations or spa management, preferably in a hotel or resort environment.
• Previous supervisory or management experience preferred.
• Excellent verbal and written communication and interpersonal skills.
• Experience with spa reservation and point-of-sale systems. Book4Time experience preferred.
• Strong organizational, leadership and problem-solving skills.
• Ability to manage multiple responsibilities while maintaining high service standards.
• Active, unrestricted Florida Massage Therapist license, if required for the Designated Establishment Manager position. Preferred

Requirements

• Frequently required to stand, walk, talk and hear while performing job duties.
• Frequently required to use hands and fingers to handle or operate objects, tools and controls.
• May require reaching with hands and arms.
• May occasionally require lifting, moving or pushing objects weighing up to 50 pounds.

• Ability to communicate effectively, both verbally and in writing, with guests, vendors and team members.
• Must be able to read, write and speak English fluently.
• Knowledge of Spanish is preferred.

• Proficiency in Microsoft Office, particularly Excel.
• Experience with Book4Time and Teres POS is preferred.
• Ability to troubleshoot basic system and transaction issues.

Work Environment

The work environment characteristics described here are representative of those an employee must be able to handle to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Noise levels in the work environment are generally moderate.
• Position requires regular interaction with guests, team members, vendors and other hotel departments.
• Employee must be comfortable working in a fast-paced hospitality environment.

Qualifications

Education / Experience

The requirements listed below are representative of the knowledge, skills and abilities required to perform in this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of 2 years of experience in spa operations or spa management, preferably in a hotel or resort environment.
• Previous supervisory or management experience preferred.
• Excellent verbal and written communication and interpersonal skills.
• Experience with spa reservation and point-of-sale systems. Book4Time experience preferred.
• Strong organizational, leadership and problem-solving skills.
• Ability to manage multiple responsibilities while maintaining high service standards.
• Active, unrestricted Florida Massage Therapist license, if required for the Designated Establishment Manager position. Preferred 

Requirements

• Frequently required to stand, walk, talk and hear while performing job duties.
• Frequently required to use hands and fingers to handle or operate objects, tools and controls.
• May require reaching with hands and arms.
• May occasionally require lifting, moving or pushing objects weighing up to 50 pounds.

• Ability to communicate effectively, both verbally and in writing, with guests, vendors and team members.
• Must be able to read, write and speak English fluently.
• Knowledge of Spanish is preferred.

• Proficiency in Microsoft Office, particularly Excel.
• Experience with Book4Time and Teres POS is preferred.
• Ability to troubleshoot basic system and transaction issues.

Work Environment

The work environment characteristics described here are representative of those an employee must be able to handle to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Noise levels in the work environment are generally moderate.
• Position requires regular interaction with guests, team members, vendors and other hotel departments.
• Employee must be comfortable working in a fast-paced hospitality environment.