Spa Operations Manager
Confidential Luxury Boutique Spa
Sevierville, Tennessee
About the Opportunity
An established luxury boutique spa in Sevierville is seeking an experienced, service-driven Spa Operations Manager to oversee the daily operation of our spa and lead a professional team committed to delivering exceptional client experiences.
This is a hands-on leadership position for someone who enjoys building efficient systems, coaching employees, anticipating operational needs, and ensuring every client receives outstanding care from the moment they book until they leave the spa.
The ideal candidate is highly organized, proactive, detail-oriented, and passionate about hospitality. This individual leads by example, communicates effectively, and thrives in a fast-paced environment while maintaining a calm, positive attitude.
Position Summary
The Spa Operations Manager is responsible for overseeing the day-to-day operation of the spa, ensuring excellence in client service, staff leadership, scheduling, reservations, operational efficiency, inventory management, facility standards, and overall business performance.
This position requires a leader who is visible, engaged, and actively involved in daily operations, not someone who manages primarily from behind a desk.
Primary ResponsibilitiesClient Experience
- Ensure every client receives an exceptional experience from booking through checkout.
- Foster a welcoming, professional, and relaxing environment for every client.
- Resolve client concerns promptly, professionally, and with a service-first mindset.
- Review daily reservations for special requests, VIP notes, birthdays, anniversaries, packages, memberships, and service accuracy.
- Maintain consistently high standards of hospitality and professionalism.
- Monitor online reviews and client feedback and work to continuously improve the client experience.
Daily Operations
- Lead and oversee the daily operations of the spa, ensuring a seamless, efficient, and exceptional client experience.
- Manage and support the daily activities of all spa team members, including massage therapists, estheticians, nail technicians, front desk associates, and other service providers.
- Develop, maintain, and adjust staff schedules to maximize efficiency, productivity, fairness, and client satisfaction.
- Review daily and future reservations to identify staffing needs, scheduling conflicts, room availability, and operational concerns before they impact clients.
- Coordinate schedule changes, vacation coverage, call-offs, and staffing adjustments to ensure appropriate coverage at all times.
- Ensure services are distributed fairly among qualified providers while considering certifications, specialties, availability, business demands, and overall team productivity.
- Monitor the daily flow of the spa and proactively address operational issues to keep services running smoothly and on schedule.
- Assist with answering phones, booking reservations, modifying appointments, and supporting the front desk during high-volume periods while maintaining oversight of the overall operation.
- Verify reservation accuracy, including services booked, provider assignments, room assignments, timing, client notes, packages, memberships, gift certificates, and special requests.
- Ensure treatment rooms, relaxation areas, and service providers are prepared for each day's schedule.
- Maintain effective communication with all departments to ensure smooth daily operations and a consistently exceptional client experience.
- Anticipate operational needs and take initiative to resolve issues before they affect clients, employees, or the business.
Leadership
- Lead, coach, mentor, and develop a high-performing spa team.
- Establish clear expectations and maintain accountability through consistent leadership.
- Conduct onboarding, training, coaching, and performance evaluations.
- Foster a culture of teamwork, professionalism, respect, and continuous improvement.
- Address employee concerns promptly and professionally.
- Encourage collaboration while maintaining high operational standards.
- Lead regular staff meetings and ongoing training initiatives.
Administrative Responsibilities
- Monitor business communications, emails, and reservation systems throughout the day.
- Maintain accurate operational records and documentation.
- Oversee retail inventory, professional products, and supply levels.
- Coordinate ordering and inventory management to ensure uninterrupted operations.
- Assist with recruiting, interviewing, hiring, and onboarding new team members.
- Prepare operational reports and communicate business updates to ownership.
- Ensure company policies, procedures, and service standards are consistently followed.
Facility Standards
- Maintain exceptional cleanliness, organization, and presentation throughout the spa.
- Ensure treatment rooms remain fully stocked, clean, and client-ready at all times.
- Monitor relaxation rooms throughout the day to ensure they remain clean, quiet, well-stocked, and inviting.
- Oversee the lobby, reception area, retail displays, restrooms, employee areas, and exterior entrance to ensure they consistently reflect the spa's luxury standards.
- Ensure laundry, linens, refreshments, robes, slippers, and guest amenities are replenished throughout the day.
- Coordinate maintenance and housekeeping needs promptly to preserve a first-class client experience.
- Perform regular facility walk-throughs to ensure operational standards are consistently maintained.
Communication & Operational Leadership
- Maintain an active presence on the spa floor throughout each business day.
- Anticipate challenges and resolve issues before they affect clients or employees.
- Communicate effectively with ownership and staff regarding operational needs and improvements.
- Follow through on commitments and ensure responsibilities are completed.
- Develop systems that improve efficiency, consistency, accountability, and overall operations.
- Promote a positive, solution-oriented workplace culture.
Qualifications
- Previous management experience in a spa, salon, hospitality, hotel, healthcare, wellness, or luxury service environment preferred.
- Demonstrated leadership and team management experience.
- Exceptional organizational and time-management skills.
- Strong client service and hospitality mindset.
- Excellent written and verbal communication skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Strong problem-solving and decision-making abilities.
- Proficiency with scheduling and reservation software is preferred.
- Professional appearance and demeanor.
- High level of integrity, accountability, discretion, and dependability.
The Ideal Candidate
We're looking for someone who naturally:
- Leads by example.
- Thinks ahead instead of reacting.
- Takes ownership without needing constant direction.
- Notices problems before they become client issues.
- Builds systems that improve consistency and efficiency.
- Holds themselves and others accountable.
- Communicates clearly and professionally.
- Supports and develops employees.
- Maintains high standards in every aspect of the operation.
- Is passionate about hospitality and creating exceptional client experiences.
Compensation & Benefits
- Competitive salary based on experience.
- Paid Time Off.
- Employee discounts on spa services and retail products.
- Professional development opportunities.
- Supportive ownership committed to excellence.
- Opportunity to grow with an established luxury boutique spa.
Pay: From $18.75 per hour
Benefits:
- Employee discount
- Life insurance
- Paid time off
Experience:
- Management : 4 years (Preferred)
Location:
- Sevierville, TN 37862 (Preferred)
Shift availability:
Work Location: In person
