Regional Vice President of Operations

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Nevada, New York, Puerto Rico, Texas and Virginia, where there is an enormous opportunity for growth for passionate individuals. Trilogy inspires those who provide, “Flawless service, Every Guest, Every day.” We pride ourselves on creating a culture where employees feel valued, appreciated, and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

The Regional Vice President of Operations (RVP) is responsible for the development, implementation, and audit of Trilogy Spa operations in the Southwest region and will report to the SVP of Operations. The RVP will oversee the operation of existing Trilogy Spa properties including, budgeting, financials, service level performance, and service programs, and perform ongoing audits to drive excellence in brands, service, and productivity. This position will work with assigned TSH properties and any new properties the company may acquire.

Spa Operations/Inventory Management: Overall responsibility for driving revenues throughout each property and managing the bottom line. Directly oversee the operations of all Well & Being spa properties and operations of all allocated locations. Oversee Transition of new properties to ensure they are in line with the TSH vision and objectives. Working with Spa Management teams to ensure proper staffing levels at all properties. Ability to work with various Hotel Management/Asset Management key personnel to build a strong relationship and a seamless guest service experience. Chair weekly operations and forecast calls. Oversee audits of TSH properties via Corporate Operations Directors. Work with Human Resources on the creation of tools, processes, SOP’s, and documentation designed to help our spa management teams operate their spas more efficiently and effectively. Oversee Spa Directors and Spa managers on P&L, budgets, and forecasting. Setting performance goals and ensuring professional development for all senior level spa management and operations directors. Work alongside legal affairs to ensure that new and existing TSH properties are legally compliant for wage & hour purposes, liability –ensuring protocols are in place, and insurance & licensing requirements are up to date. Staffing/Training: Adhere to and promote the corporate culture. Oversees Spa Management teams at each property. Assist in creating treatment protocols, training manuals and training schedule alongside team leaders of each department. Assist the Spa Management Team in training new staff on corporate standards, software procedures, and customer service problem resolution techniques. Hire and train all technical staff on Corporate/Brand/Resort standards. Assist with LQA and Forbes spa training in luxury setting as dictated by brand/hotel. Manage personnel under own supervision including hiring, guiding, directing, developing, training, counseling, disciplining, and evaluating. Reviews all management and service provider performance reviews. Provide leadership to the all-team leaders in each department. Provides regular communication of company information, functions, benefits, events, etc. with spa staff on regular basis. Conducts consistently (on monthly /quarterly) mandatory staff meetings. Attend Industry Events and Seminars. Analyze/Reporting: Directly responsible for Spa P&L, budget, and forecast. Oversees Spa Management teams at each property. Ensuring payroll percentages remain within required levels. Enter customer problems/issues in the appropriate property database. Oversee monthly return to vendor report. Ensure inventory controls are in place and being properly managed. Monitors staff to ensure quality, standards, and efficient, friendly service. Customer Resolution: Ensure that established service levels are consistently achieved in compliance with Resort standards and 4-star criteria. Guest service is expected to exceed and outperform all comp spas in the area. Effectively deals with customers’ issues and complaints. Monitor and document all customer complaints/issues by completing customer complaint form.