Job Description

Position Summary:

The Spa Supervisor is responsible for oversight of all day-to-day operational aspects of the Natural Springs Spa at Fairmont Hot Springs Resort. The Spa Manager helps set the team up for success, with on-going support, positive energy and encouragement. They lead by example, with situational leadership, and have ability to adjust and adapt to the situation and individual needs of the spa and team.


Pay for this position is $21 per hour for non-commission hours. Commission is 38% on services and 8% on retail sales.

Major Duties & Responsibilities:

Full operational responsibility of the daily operations of the Spa, under the guidance of and reporting to the Lodging and Guest Experience Manager.

In collaboration with the Employee Experience Coordinator, interview and select experienced and appropriately qualified staff to create a leading service and treatment presentation. Provide comprehensive role-specific orientation to new Spa staff.

Direct, train and maintain high level of employee engagement (job satisfaction, morale, teamwork) among Spa staff in their respective areas of responsibility.

Oversee the Spa staff roster, ensuring the Spa is operational seven days per week, and in respond to guest demand.

Actively lead or participate in department and other team meetings.

Actively lead the spa team in personal and professional development for the entire duration of their employment.

Coordinate and oversee training opportunities for new Spa staff in regard to both services and retail product lines.

Coordinate and standardize all rules and regulations regarding all Spa staff, massage therapists, and estheticians, etc.

Provide quality assurance in regard to treatments and products offered. Continually assess reviews and feedback to determine customer satisfaction, areas for improvement, and growth opportunities.

Responsible for the daily performance management of the Spa team, including regular 1:1s, coaching, and follow-up. Receive and review requests for vacation, sick leave, etc.

In conjunction with the Lodging and Guest Experience Manager and the Director of Lodging and Guest Experience, participate in all aspect of Spa financial planning, budgets and payroll. This will include responsibility for reviewing forecasts and budgets, managing expenses, and reviewing sales to be sure controls/systems are in place.

Oversee daily financial transactions, including end-of-day reconciliation. Investigate and resolve any errors.

Oversee management of professional inventory to include ordering, receiving, and inventory. Assist in ensuring cleanliness of public spa areas to include spa retail, treatment rooms, storage areas and product storage.

Responsible for coordination and execution of spa packages and creating Spa menu.

Oversee scheduling of various services for individuals and large groups.

Create, manage and update procedure manuals for all operation aspects of the Spa.

Develop and implement operational policies and procedures to include: Basic Spa Procedures and Protocols, Product Requisitions, Safety Procedures, Schedule Change Protocol, Employee Procedures, etc.

Assist Director of Sales and Marketing in determining strategies based on sales activity.

Consistently research and recommend changes in retail and professional products, keeping abreast of market and industry trends/changes.

Promote and champion resort culture and guiding principles, leads this process on an ongoing basis.

Ensure that Spa staff meet all department dress and grooming standards.

Provide continual direction and training regarding standards for guest service, treatment rooms and product knowledge.

Co-operate and accept other assignments as and when required.

Minimum Qualifications & Skills:

Strong leadership skills, ability to empower staff, and hold standards of accountability.

At least 2 years of progressive experience in spa management or related field; or 5 years business management experience.

Supervisory experience required.

Familiarity with cash-handling, financial reconciliation and reporting.

Must be proficient in Microsoft Office, with proficiency in Word, Excel, and Outlook.

The ability to work under pressure with grace.

* A calm, organised, and solution-focused approach.