Job Description

Job Description

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, 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 Operations Manager (ASOM) supports the Spa Director by overseeing the daily operations. The ASOM ensures service standards are upheld across the spa team—including Supervisors, Spa Concierges, Spa Attendants, Massage Therapists, and Estheticians—delivering a seamless, luxury guest experience. The ASOM provides effective leadership, fosters team engagement, and drives guest satisfaction while maintaining exceptional customer service standards.

ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and Employee Partners, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Ensures the Spa team maintain safety, sanitation, and disinfection standards, properly cleaning and sanitizing products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines.
• Ensure Spa team consistently deliver exceptional service by utilizing training materials and incentive programs to monitor performance, document compliance with service standards and policies, and motivate employees for success.
• Acts as a point of contact for Spa team to support the Spa Director enforcing service standards, SOP’s, and conduct disciplinary actions.
• Assist Spa Director in coaching and counseling Employee Partners in alignment with TSH policies, ensuring accurate documentation and effective communication with Human Resources.
• Assist Spa Director in maintaining up-to-date Service Provider licenses and renewals, as needed.
• Assist Spa Director with Spa Concierge, Spa Attendant, and Service Provider schedules, while monitoring labor levels.
• Assist Spa Director in ensuring all monthly sales goals are properly tracked and achieved.
• Oversee the Spa Concierge team, managing spa bookings and balancing Spa Providers schedules.
• Optimize treatment room utilization through strategic staffing and shift bids.
• Oversee Guerlain sales processes, including chargebacks and bank deposits.
• Prepare weekly sales recaps for Corporate Accounting.
• Coordinate weekly, end of month, and quarterly Inventory.
• Manage Guerlain purchase orders for retail, supplies, and paper goods.
• Coordinate and oversee all required spa training programs, including new hire onboarding and ongoing trainings.
• Manage and correct employee timecard entries to ensure accurate timekeeping.
• Assists Spa Director in conducting 90 day and yearly performance evaluations for all Spa team.
• Resolve guest complaints by providing professional recovery solutions to ensure satisfaction.
• Assists Spa Director with the interview and hiring processes.
• Oversees inventory management, resolving discrepancies, as needed.
• Provide spa guests with a tour of spa facility, when needed.
• Perform Manager-on-Duty functions, including, but not limited to, spa opening and closing processes.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• A minimum of 2-year College Associates Degree or any other combination of education, training and experience that provides the required knowledge, skills and capabilities.
• Must have minimum of 1-3 years’ experience in customer service, spa, hospitality, sales and/or retail.
• Must have at least 3 years of Supervisor experience.
• Ability to learn, maintain knowledge of, and explain all spa treatments and product benefits to spa team and guests.
• Must be polished, professional, and have a strong command of both written and verbal English.
• Must be organized, proactive, and possess a strong attention to detail.
• Must be proficient in Microsoft Office.
• Previous experience with Booker, Book4Time, Spa Soft preferred.
• CPR and First Aid certified desirable.

Benefits/Perks

• Medical, Dental and Vision (Full-Time Employees only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

Compensation: $70,000 annual + Benefits

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