WTS International

  • Spa Manager

    Posted Date 3 weeks ago(9/29/2018 4:22 PM)
    Boston, MA
    Position Type
  • Overview

    The Spa Manager, under the direction of the Spa Director, will be responsible for assisting in the daily operations of the facility including: implementing a strategic sales plan to include marketing initiatives and sales coordination with local and in-house groups in an effort to meet or exceed the financial goals of the facility. Training and scheduling staff; facility management and maintenance; supervising the staff in each area of the spa, ensuring the highest levels of guest satisfaction are attained; using the ability to lead and motivate staff to achieve goals and exceed guest expectations.


    • Ensures the “WTS International Experience” for guests by maintaining the standards set in WTS International Basics to Excellence (BTE), WTS International Mission Statement/Values; Standards and Expectations, and WTS International Brand Standards.
    • Adheres to policies of WTS International.
    • Supervises effective daily operations including opening and closing procedures, facility inspections, cash handling procedures, and general facility maintenance.
    • Assists in the development of a comprehensive standard facility operations manual, including written policies and procedures for all spa services, administration, and maintenance using the WTS International operations template.  
    • Assists in the development, through use of a template, of weekly and monthly management reports outlining key facility statistics and a summary of daily operations.  Establishes tracking procedures for facility use and program participation.  Also reports any current or future concerns to the Spa Director.
    • Assists in developing monthly client reports.
    • Ensures fiscal responsibility through efficient scheduling of department personnel and, when necessary, makes changes to stay within budgetary guidelines.
    • Assists in the implementation of proper inventory and purchasing procedures. Maintains a monthly inventory of supplies, equipment, and or products.
    • Assists in the creation of a team of service providers to meet all aspects of professionalism and service demands. Assesses all department and/or facility employees’ progress continually; coaches employees with positive reinforcement, and disciplines, when necessary, fairly and consistently; participates in annual performance evaluations, and, when necessary, assists in the termination process.
    • Ensures the staff is fully knowledgeable on the use and benefits of services, products, programs, and activities by conducting regularly scheduled staff meetings and training workshops.
    • Helps ensure appropriate facility supervisory coverage by participating in the Manager on Duty (MOD) program.
    • Provides excellent customer service and helps monitor guest feedback through the use of comment cards and other customer care techniques.  Helps to supervise and follow up on guest requests and comments.
    • Ensures facility is only accessed by actual members and/or guests, and that it is safe and secure at all times.
    • Assists in the creation and implementation of an effective marketing and public relations strategy in a timely manner. Develops group participation and recruitment plans; outlining in detail all promotions, programs, and any expenditures.
    • Prepares any incident or accident reports and forwards them to the General Manager and WTS International corporate office.
    • Reviews weekly reports for retail and services.
    • Attends all scheduled meetings.
    • Attends scheduled professional trainings.
    • Develops a comprehensive individualized sales plan for groups visiting the property.
    • Develops, through use of a template, a weekly, monthly and yearly group sales report outlining key financial and guest types.
    • Oversees the billing for the group business.
    • Creates a team approach with Spa Front of House and support staff in order to service all groups with accuracy and professionalism.
    • Provides excellent customer service and monitors group guest feedback through the use of comment cards and other customer care techniques.  Supervises and follows up on group guest requests and comments.
    • Assists with general spa marketing and public relations strategy.
    • Assists staff with lifting and storing facility equipment, furniture, and products to help maintain facility and prepare for special events.
    • Responsible for the booking of new local group business, including corporate, personal and bridal
    • Weekly calls with Corporate Director of Sales & Marketing.
    • Communicating all the details of the specific groups to entire spa team.
    • Conduct and customizes all site visits and tours to the specific sales opportunity for each group.
    • Works with all groups and group leads to ensure a process and flow from first call to implementation, including contract administration, scheduling, and being present for group events.
    • Oversees the billing and ensure accuracy for the group business.
    • Creates detailed requests for the hotel BEOs for groups and events.
    • Provides excellent follow-up and ongoing communication with all groups.
    • Provides timely updates on groups and any other relevant activity for the spa and/or hotel.
    • Other duties as assigned


    • High School Diploma or GED required. Bachelor’s degree preferred in the area of Hospitality, Exercise Science, Health Education, Business  or related field.
    • 2+ years supervisory experience in a spa environment.
    • Knowledge of professional spa services and treatments.
    • Knowledge of retail operations and inventory systems.
    • Must have excellent oral communication skills to work positively with different groups and individuals.
    • Must be well-organized, efficient, and able to handle a variety of duties simultaneously.
    • Effective leadership skills and strong work ethic.
    • Must be in a physical condition to project the health and wellness ideals of the spa environment.
    • Must be able to think independently and develop programs for specific exercise and member/guests needs.
    • Must be able to keep confidences and practice discernment.
    • Must be able to build rapport with members or guests.
    • Excellent customer service skills and work ethic.
    • Energetic, enthusiastic and motivational.
    • Professional manner, discretion, and appearance.
    • Excellent verbal and written skills.
    • Availability When Facility Is Open:  This could include nights, weekends, and holidays.
    • Proficient on computer systems and software, including Visual One, Microsoft Word and Microsoft Excel.
    • CPR/First Aid Certified.
    • Medium Work: Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly to move objects.
    • The employee may occasionally lift and/or move up to 25 pounds.
    • This position requires the following abilities: climbing, balancing, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, tactile sense, repetitive motions, seeing, hearing, talking, and visual acuity.
    • The employee will be required to operate the following tools: computer, calculators, office supplies, phone, paperwork, protocol binders, retail inventory, all spa equipment, hot cabbies, paraffin heaters, steamers, microcurrent machines, fitness equipment, and treatment products.
    • Work conditions include exposure to noise, vibrations, extreme temperatures, wet or humid environments, burns, fumes, odors, dust, mists, mechanical, chemical, and electrical hazards.

    Facility/Job Highlights

    WTS International, Inc. is an equal employment opportunity employer that is committed to having a diverse work force.


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