Job Description
Large, high-end fitness & wellness facility in Chicago is seeking an experienced luxury spa director to lead with integrity, creativity, and hospitality to foster a positive culture and deliver a refined, Forbes-level guest experience. This role oversees all aspects of operations—cleanliness, staffing, service delivery, retail, and financial performance—while driving innovation and positioning of the club at the forefront of wellness, beauty, and luxury lifestyle services.
To succeed, the Director must remain on-trend and forward-thinking, consistently evaluating emerging practices, products, and guest expectations to ensure the Club stays ahead of the industry. By balancing operational excellence with innovation, the Director ensures that every interaction—whether member-facing or team-focused—reflects the highest standards of professionalism, warmth, and attention to detail.
KEY RESPONSBILITIES
Customer Service & Leadership
• Lead by example in delivering exceptional, personalized service that aligns with Forbes service standards: Elevated Greetings, Anticipatory Service, and Fond Farewells.
• Foster a culture where every team member demonstrates professionalism, hospitality, and integrity in every guest interaction.
• Resolve member and staff concerns promptly, with empathy, fairness, and discretion.
• Promote a positive, inclusive, and collaborative team culture through strong leadership, consistent coaching, and recognition of success.
• Train, coach, and develop team members to build skill depth and confidently take on expanded responsibilities, ensuring seamless support across the Spa, Salon, and Locker Room operations.
• Serve as an ambassador of the brand's mission, values, and service promise.
Staff Management
• Evaluate staffing needs and oversee hiring, onboarding, training, and scheduling for Spa, Salon, Men’s and Women’s Locker Room positions—including technicians, therapists, stylists, receptionists, supervisors, and support staff.
• Manage payroll, timecards, commissions, and ensure compliance with all licensing requirements.
• Provide consistent coaching, quarterly service trainings, and annual performance reviews that integrate Forbes service standards.
• Monitor service delivery metrics to align staffing with commission potential and service demand.
• Enforce policies, oversee progressive discipline, and maintain accurate documentation.
• Mentor and empower managers and supervisors to lead effectively, uphold service standards, and achieve departmental goals.
Service Oversight
• Ensure the consistent delivery of high-quality services across Spa, Salon, and Locker Rooms.
• Develop and implement service protocols, safety standards, and training for all technicians to ensure consistency, compliance, and guest well-being.
• Stay informed on industry trends and guest preferences; introduce competitive, innovative, and wellness-focused offerings.
• Oversee service scheduling, cancellations, and adjustments with operational efficiency and member sensitivity.
Operations & Marketing
• Manage inventory, purchasing, and receiving for retail, back bar, and amenity products.
• Ensure merchandising, loss prevention, and retail presentation align with Club goals and Forbes standards of attention to detail.
• Process vendor billing and maintain accurate product entry in operating systems.
• Partner with Marketing on creative promotions, campaigns, and service spotlights.
• Support budget planning, goal setting, and monthly performance tracking.
Daily Operations
• Maintain pristine cleanliness, organization, and safety standards for all Spa, Salon, and Locker Room spaces—including treatment rooms, service desks, retail displays, and storage areas.
• Ensure stock levels are consistently maintained for retail, amenities, and back-of-house operations.
• Stay fully informed on products, services, and trends; collaborate with team leads on education and service implementation.
• Support interdepartmental needs and sustain strong vendor relationships to optimize offerings and quality.
Financial Oversight
• Analyze financial performance to guide decision-making, productivity, and profitability.
• Monitor sales, service mix, and guest trends; provide insights for achieving budget and revenue goals.
• Oversee inventory counts, pricing strategies, and cost controls to achieve margin targets.
Other Duties
• Support initiatives and directives from the COO and Senior Leadership Team.
• Perform other tasks and responsibilities as assigned.
LEADERSHIP COMPETENCIES
• Ability to inspire, influence, and motivate others to achieve excellence, consistently modeling Forbes service standards.
• Skilled in fostering collaboration, building high-performing teams, and promoting a culture of accountability and recognition.
• Exceptional interpersonal, verbal, and written communication skills with all levels of employees and members.
• Strong organizational skills with the ability to manage multiple priorities, adapt quickly, and work effectively in a fast-paced, high-expectation environment.
• Passion for wellness, beauty, and lifestyle trends with strong analytical, decision-making, and vendor negotiation skills.
• Commitment to continuous improvement, innovation, and delivering memorable, personalized experiences for members and guests.
REQUIRED QUALIFICATIONS:
• Minimum of 5 years in a supervisory or management role, with proven success leading diverse teams.
• Minimum of 2 years’ experience in an upscale, luxury, or high-hospitality environment with a strong emphasis on service excellence.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) with the ability to create and analyze reports.
• Demonstrated leadership skills with the ability to inspire, coach, and foster collaboration within a high-performing team.
• Strategic thinker with strong problem-solving skills; able to quickly assess challenges and implement effective solutions.
• Exceptional ability to multitask, prioritize, and remain composed under pressure in a fast-paced, service-driven environment.
Preferred / Considered a Plus:
• Bachelor’s Degree in Business, Hospitality Management, or related field.
• Spa/Wellness Management and/or prior cosmetology or esthetics experience.
• Familiarity with Forbes service standards or luxury service training programs.
• Experience with budgeting, financial analysis, or retail operations.
