Spa Operations Manager

Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our North Star Vision and Spirit of Service, we believe everyone has a place with us and is valued and understood. The soul of Sanctuary sets the stage for authentic connections and intentional experiences beyond imagination, instilling a sense of spiritual belonging for our guests and one another. 

We bring our North Star to life by leading with service, respect, teamwork, integrity, trust, ownership, and a spirit of fun. We are committed to developing our team members, encouraging collaboration, and creating an inspiring hospitality environment where every interaction reflects the genuine care, personalized service, and meaningful connections that define the Sanctuary experience.

JOB SUMMARY

This position contributes to Sanctuary’s success by overseeing the Spa Concierge, Lounge Attendant staff, and acts as a representative of the Spa for guests. The Spa Guest Services Manager is expected to be a ‘hands-on’ leader and a role model, with an exceptional eye for detail and a passion for the spa industry. This role is responsible for the daily operations of the lounges, spa reservations and spa front desk areas as well as the overall profitability of these areas. The Spa Guest Services Manager is expected to lead the guest services team to an elevated level of guest service consistently, every guest, every time. A focus on living the Sanctuary Commitments and our Promise of Care Enough to do it well are critical to the success of this position as a Sanctuary community member.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive

• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Listen to, understand, clarify, and address concerns and issues raised by co-workers and guests.
• Analyze financial information/data. Suggest plans-of-action to better benefit the business/employees.
• Provide support, direction and management development opportunities to spa associates.
• Hire, train, supervise and evaluate all spa concierge and lounge attendant staff.
• Maintain & develop effective communication with all departments of the hotel.
• Lead by example in areas of correct verbiage and proactive hospitality skills.
• Monitor and maintain the cleanliness and orderliness of the spa facility, front office, and reservations.
• Oversee the Spa physical plant to ensure facilities/equipment are in proper condition and in good working order.
• Enforce all Spa and resort policies.
• Maintain a warm and friendly demeanor at all times.
• Be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Work shifts as the Manager on Duty.
• Ensure front office has understanding and is in compliance with all Spa Standard Operating Procedures.
• Ensure a smooth transition from check-in at reception to turnover in locker room.
• Ensure we are providing a warm welcome and fond farewell to every guest.
• Ensure payment processing is accurate and efficiently handled.
• Determining when a No Show Full Charge, No Charge and/or Yes Charge should be processed when a guest is unable to make their appointment. And, ensuring accurate communication to both front desk as well as service provider.
• Understanding of how to help guests with all purchases in the spa, fitness and boutique.
• Ensure on-going communication and education for all spa concierge and lounge attendant staff.
• Ensure that email inquiries are professionally handled quickly and efficiently.
• Ensure communication and understanding of in-house groups and VIPs.
• Be an example of an outstanding team player within the entire Sanctuary Community.
• Effectively schedules concierge staff and attendants.
• Effectively coaches and counsels, when appropriate.
• Works closely with the Assistant Spa Director and Spa Director to maximize Spa Soft schedule.
• Work closely with the Spa Admin. Assistant to ensure adequate supply of products, equipment, etc.
• Other duties as assigned by the Spa Director.