Assistant Spa Manager

Position: Assistant Spa Manager
Reports to: Spa Manager
Job Type: Exempt, Full-Time

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.

We are seeking a dynamic Spa Experience Manager to lead our guest experience initiatives, optimize team performance, and ensure seamless spa operations. As a subject matter expert in spa software and systems, this role will oversee guest interactions, scheduling, and revenue-maximizing strategies while maintaining Forbes Five-Star service standards. The ideal candidate is a hands-on leader passionate about delivering exceptional service and driving operational efficiency.

Key Responsibilities

Guest Experience & Operational Excellence

• Ensure seamless guest experiences by upholding Forbes Five-Star service standards across all touchpoints.
• Act as the subject matter expert on spa software and operational systems, ensuring smooth functionality, troubleshooting issues, and training staff.
• Address billing discrepancies with a focus on guest satisfaction and operational integrity.
• Oversee the spa host team, ensuring they provide warm, professional, and efficient service.

People Management & Scheduling

• Lead the spa host team, conducting regular 1:1s to provide coaching, performance feedback, and development opportunities.
• Oversee LMT scheduling and room assignments, ensuring optimal use of resources and alignment with guest demand.
• Collaborate with the Spa Business Manager to maintain accurate payroll records and time tracking.

Revenue Maximization & Efficiency

• Implement and oversee revenue-maximizing booking strategies, optimizing therapist availability and room utilization.
• Develop and execute incentive programs to drive performance, enhance guest engagement, and increase revenue.
• Monitor spa metrics, KPIs, and booking trends to identify opportunities for operational improvements.

Training & Leadership

• Provide training on software and systems to ensure all staff members are proficient and efficient in daily operations.
• Work closely with the Spa Business Manager to maintain alignment in policies, procedures, and service standards.
• Lead by example, fostering a positive and professional work environment that supports staff growth and guest satisfaction.

Qualifications & Skills

• 3 years of experience in spa, hospitality, or guest services leadership.
• Expertise in spa scheduling & POS software (e.g. WAY, SpaSoft, Book4Time).
• Strong background in guest experience, revenue management, and operational efficiency.
• Experience managing scheduling, room assignments, and service optimization.
• Proven ability to lead, mentor, and manage teams, with a focus on professional development.
• Excellent problem-solving skills with a guest-first approach.
• Familiarity with Forbes Five-Star service standards is a plus.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.