Services Summary: The Wellness & Spa Manager will be responsible for overseeing the Resort’s spa and wellness operations in support of the broader Health & Horizon Wellness & Spa Program at Villa Roma. Responsibilities encompass service development, day-to-day spa management, wellness activation support, wellness weekend execution, spa-supported wellness experience coordination, practitioner recruitment and oversight, staff supervision, guest experience, financial reporting, and regulatory compliance. This role involves establishing and maintaining professional spa operations under Villa Roma Resort branding, ensuring compliance with applicable licensing and health regulations, and providing strategic wellness programming guidance in close coordination with resort leadership and the Programming team.
Specifically, the Services shall include the following (collectively, the “Services”):
1. Wellness Package Development & Revenue Strategy
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Collaborate with the Director of Sales & Marketing, the Director of Programming, and the Programming team to conceptualize, design, and price competitive spa and wellness packages, including seasonal offerings, holiday promotions, and resort-inclusive packages.
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Analyze market trends, guest demographics, and competitor offerings to ensure packages remain relevant and revenue-generating.
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Develop group spa packages for weddings, corporate retreats, and resort buyouts.
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Set service pricing in consultation with resort management, ensuring profitability while maintaining market competitiveness.
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Track revenue performance of spa packages, wellness weekends, wellness activations, and spa-supported wellness experiences; adjust offerings based on sales data, guest feedback, and programming outcomes.
2. Marketing & Brand Promotion
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Support the resort’s marketing team in the execution of digital and print promotional campaigns for spa and wellness services under Villa Roma Resort branding, providing operational input and subject-matter expertise as needed.
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Provide spa and wellness content support as requested, supplying relevant information, imagery, and operational details for use in the resort website, social media platforms, email newsletters, and in-room collateral.
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Represent the spa at resort events, travel industry functions, and promotional appearances as requested.
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Manage online reviews and reputation for the spa across platforms such as Google, TripAdvisor, and Yelp, responding professionally and promptly.
3. Day-to-Day Spa Operations Management
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Oversee all daily operations of the spa facility, ensuring smooth and professional service delivery at all times; support spa readiness for scheduled wellness activations and wellness weekends in coordination with the Programming team.
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Manage appointment scheduling systems and ensure optimal booking capacity and flow.
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Maintain accurate records of service bookings, guest preferences, retail sales, and contractor agreements.
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Manage spa retail product inventory, including ordering, merchandising, and tracking cost of goods.
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Develop and enforce spa operating procedures, service standards, and guest experience protocols.
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Ensure all equipment is in proper working order; coordinate maintenance and repair as needed.
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Prepare and submit reports to the Director of Programming on scheduled wellness events, activations, and planned spa-supported wellness programs; share spa operational updates with resort leadership as needed.
4. Recruitment & Management of Third-Party Practitioners
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Support the Programming team with identifying, vetting, and onboarding qualified independent practitioners, including but not limited to licensed massage therapists, estheticians, nail technicians, and wellness specialists.
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Support practitioner onboarding and coordination; contracting and negotiation shall be handled in coordination with the appropriate leadership team. Support in ensuring all required licenses, certifications, and liability insurance are current and on file.
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Develop and conduct training programs to ensure all practitioners meet property service standards, guest interaction protocols, and brand expectations.
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Evaluate practitioner performance on an ongoing basis and address any issues in a timely and professional manner.
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Maintain appropriate practitioner coverage to meet booking demand across all days and hours of operation, including coverage for wellness activations, special wellness events, and wellness weekends.
5. Supervision of Hourly Spa Staff
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Direct and supervise hourly spa employees, including front desk attendants, spa concierges, locker room attendants, and any other support staff assigned to the spa. Note: Day-to-day staffing authority for hourly employees rests with this role; any shared or concurrent authority with on-property operations management shall be clarified by resort leadership prior to commencement.
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Create and manage staff schedules, ensuring appropriate coverage while adhering to budgeted labor hours; schedules shall also reflect staffing requirements for planned wellness activations and wellness weekend programming.
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Conduct onboarding and ongoing training for hourly staff in areas of guest service, spa etiquette, POS systems, operational procedures, wellness event service standards, guest flow for wellness activations, and cross-functional coordination with resort departments.
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Communicate performance expectations clearly and conduct periodic performance reviews in coordination with resort HR guidelines.
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Foster a positive, professional, and guest-focused team culture.
6. Cleanliness, Sanitation, Wellness & Regulatory Compliance
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Maintain the highest standards of cleanliness, hygiene, and sanitation throughout all spa areas, including treatment rooms, locker rooms, relaxation lounges, retail areas, and common spaces.
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Develop and enforce a comprehensive sanitation protocol consistent with applicable state and local health department regulations.
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Ensure all practitioners and staff adhere to proper sanitation procedures for equipment, linens, and treatment surfaces.
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Conduct regular facility inspections and address any deficiencies promptly.
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Maintain required documentation and records for health inspections and licensing compliance.
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Ensure the spa facility is compliant with all applicable OSHA, ADA, and state cosmetology board requirements.
7. Guest Experience & Service Excellence
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Establish and uphold a culture of exceptional guest service across the full wellness journey, encompassing spa appointments, wellness activations, and wellness weekends, from initial booking through post-experience follow-up.
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Personally greet VIP guests and handle escalated guest complaints or concerns with professionalism and discretion.
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Develop and maintain a guest feedback system and use data to continuously improve service delivery.
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Coordinate with the front desk, resort concierge team, Programming team, Banquets and Events, and Guest Services to ensure seamless integration of spa services into the overall guest experience, including wellness weekends and activations.
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Support execution of spa-integrated programming for special resort events, wellness activations, wellness weekends, holidays, and themed packages, in coordination with the Programming team.
8. Financial Oversight & Reporting
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Assist in developing the annual spa operating budget in collaboration with Programming Management and resort leadership.
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Monitor departmental revenue, payroll, and expenses against budget; identify variances and implement corrective actions.
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Oversee retail product sales, manage vendor relationships, and optimize product margins.
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Ensure accurate daily reconciliation of spa revenues through the property management and POS systems.
9. Health, Wellness, Programming Innovation & Alignment with the Health & Horizon Wellness & Spa Program
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Stay current with industry trends in wellness, integrative health, and spa therapy; introduce new services and modalities as appropriate, and help translate those insights into spa-supported wellness experiences and weekend programming in coordination with the Programming team.
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Develop a spa and wellness menu that reflects a diverse and well-balanced range of services appealing to varying guest demographics, in support of the evolving resort wellness direction under the Health & Horizon Wellness & Spa Program.
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Support implementation of wellness programming such as yoga, meditation, fitness classes, and workshops, in coordination with the Programming team and other resort departments.
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Pursue continuing education and professional development relevant to spa management and wellness services.
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Support execution of resort wellness activations, themed wellness weekends, and spa-integrated wellness experiences in coordination with the Director of Programming and Programming Lead.
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Note: Given that this role directly supports the wellness model being built at Villa Roma under the Health & Horizon Wellness & Spa Program, the interview and selection process for this position shall be led in coordination with the Programming team to ensure alignment with the broader wellness strategy.
