Spa Director

The Spa Director drives the entire spectrum of our operation with a keen focus on optimizing performance, propelling membership base growth, and nurturing an active and engaged member community. This pivotal role exists to strategically lead the spa, ensuring outstanding performance, sustainable growth, and a vibrant membership base at the assigned location and within our multi-unit ownership group. This role serves to ensure that business operate at peak efficiency, consistently delivering exceptional services while upholding the company's brand and quality standards of Hand & Stone Massage and Facial Spa DBA J&G Spas LLC, Spa II, LLC, H&S Cottman Ave, H&S South Philly, H&S Haddonfield Rd LLC, H&S Cherry Hill LLC and any other locations under the Erace Ownership Group.
The purpose of this role is to lead and orchestrate the spa's operations with an unwavering focus on performance management. By cultivating a dynamic membership base and optimizing operational excellence, the Spa Director is instrumental in propelling the spa's growth trajectory, ensuring outstanding financial performance, and creating an environment where exceptional guest experiences and team success converge.
The duties and responsibilities outlined may change depending on the business needs and/or expansion.
Reporting Relations


The Spa Director reports directly to the Regional Director of Operations
DUTIES, TASKS AND RESPONSIBILITIES
Leadership and Team Management:
Provide inspirational leadership to the spa team, fostering a positive and collaborative work environment.
Recruit, hire, train, and mentor spa staff, ensuring the highest levels of customer service and professionalism.
Conduct regular performance evaluations, offer constructive feedback, and facilitate ongoing training to maintain a skilled and motivated team.
Operational Excellence:
Oversee the day-to-day operations of the spa, ensuring a seamless and exceptional experience for members and guests.
Develop and implement operational strategies to optimize guest flow, appointment scheduling, and service efficiency.
Maintain and enforce spa policies, procedures, and protocols to ensure consistent service quality and adherence to industry standards.
Member Engagement and Customer Satisfaction:
Cultivate a strong rapport with members and guests, addressing their needs, feedback, and concerns to maintain high levels of customer satisfaction.
Monitor and respond to guest reviews and feedback on various platforms to continually improve the guest experience.
Develop and implement strategies to enhance member engagement, retention, and loyalty.
Financial Management:
Manage spa budget, including revenue targets, expenses, and cost control measures.
Analyze financial reports and key performance indicators to identify areas for improvement and growth opportunities.
Collaborate with the corporate team on pricing strategies, promotions, and packages to drive revenue and profitability.
Sales and Marketing:
Work closely with the Regional Director of Operations to develop and execute effective marketing initiatives and campaigns to attract new members and guests.
Collaborate on the creation of membership programs, packages, and special offers to drive sales and increase member retention.
Participate in local community events, networking opportunities, and partnerships to expand the spa's reach and visibility.
Facility Maintenance and Inventory Management:
Ensure the spa facility is well-maintained, clean, and compliant with health and safety regulations.
Manage spa inventory, including products, supplies, and equipment, and coordinate timely replenishment.
Provide regular updates and reports to the regional management team on spa performance, challenges, and opportunities.
Foster open communication with the spa team, addressing any concerns, and maintaining a positive and collaborative atmosphere.
Strategic Performance Leadership:
Champion a culture of high-performance within the spa team, setting ambitious targets and rallying the staff to exceed them.
Craft and execute strategies that elevate the spa's financial performance, maximize revenue, and ensure profitability.
Establish and monitor key performance indicators (KPIs) to track progress, identify trends, and pivot strategies as necessary.
Membership Base Growth:
Devise innovative approaches to attract new members, collaborating closely with the marketing team to execute targeted campaigns.
Implement initiatives that enhance the perceived value of membership, fostering a steady influx of new sign-ups.
Analyze market trends and competitor activities to identify growth opportunities and position the spa as an industry leader.
Active Membership Base Maintenance:
Develop and implement engagement strategies to keep the membership base active, driving regular visits and service utilization.
Oversee the creation of personalized experiences for members, catering to their preferences and nurturing long-term loyalty.
Leverage data analytics to segment the membership base, identify churn risks, and proactively address retention challenges.
Performance-Driven Team Management:
Instill a performance-oriented mindset in the team, setting clear performance expectations and holding individuals accountable.
Regularly review staff performance, offering constructive feedback and identifying development opportunities.
Implement incentive programs tied to performance metrics to motivate and reward exceptional results.
Additional Duties:

Undertake additional responsibilities and assignments as directed by the Regional Director of Operations.