Job Description

COMPANY OVERVIEW

The Aquagene Spa at Pink Shell Resort, a full-service resort in Fort Myers, Florida, is on Estero Island, surrounded by the Matanzas Pass on one side and the Gulf of Mexico on the other. Pink Shell has evolved from a single cottage built in 1950 to an expansive 12-acre beach resort and marina. While we have grown, our values remain the same—to provide an unparalleled oceanfront escape for families and friends to make memories that last a lifetime. We make our guests feel like family by providing a fun and memorable beach escape, with unmatched attention to detail. The only thing we overlook is the beach.

JOB SUMMARY

The Spa Supervisor supports daily spa operations by overseeing the spa team, managing reservations, and ensuring exceptional guest services. This role supports the management of the front desk, lounge, locker rooms, and ancillary facilities to maintain a seamless and welcoming guest experience. The Spa Supervisor communicates clearly and professionally with both guests and staff to address needs and concerns, while upholding the highest customer service standards. Additionally, the Supervisor ensures the timely and effective resolution of guest and employee partner issues throughout the day.

In this dual role, the Spa Supervisor also functions as a Service Provider (Massage Therapist, Esthetician, and/or Nail Technician), delivering comprehensive and professional services, specific to those positions, in accordance with company SOPs.

ESSENTIAL DUTIES

• Ensure proper daily coverage in all operational roles for seamless guest service experience.
• Greet guests warmly, offering a welcoming atmosphere upon arrival. Use professional language and etiquette while providing comprehensive tours of the spa facility.
• Provide extensive knowledge to thoroughly describe and guide guests through all spa services, treatments, retail products, and amenities.
• Responsible for daily spa operations, including opening and closing functions, cash handling procedures, general facility maintenance, and nightly point-of-sale bank audit reconciliation.
• Oversee the Spa team to ensure that spa and salon appointments are booked professionally and accurately according to guest preferences while managing the appointment schedule for maximum booking opportunities.
• Ensure the spa team consistently delivers exceptional service by utilizing training materials for new and existing protocols, monitoring performance, documenting compliance with service standards and policies, and motivating the team toward success.
• Ensure Spa associates receive proper training and support and are informed about treatments, groups, and other promotions.
• Lead by example in promoting, selling, and upselling spa services, packages, and retail products to guests.
• Maintain cleanliness in the spa facility, lounges, and retail area throughout the day.
• Execute and communicate promotions, including developing marketing links from the spa booking system.
• Ensure the spa team adheres to safety, sanitation, and disinfection standards by properly cleaning and sanitizing products, rooms, tools, and equipment in compliance with TRILOGY and state regulations.
• Resolve guest concerns and communicate any complaints or maintenance issues to Spa Management.
• Manage all departmental scheduling needs.
• Ensure the maintenance of provider licenses and renewals.
• Participate in regular inventory processes with Leadership to ensure sufficient stock levels of retail and professional supplies.
• Assist in monitoring inventory, ordering product supplies, and preparing end-of-month reports.
• Conduct daily inspections of the treatment room checklist, noting inconsistencies while collaborating with the spa support staff.
• Support Leadership in achieving monthly sales goals.
• Conducts all interviewing, hiring process, onboarding, and training for potential candidates and newly hired Employee Partners.
• Provide support to the Leadership team during all Group and VIP events.
• Assist Marketing team with calendar management of spa events.
• Attend all relevant spa and hotel/resort meetings, such as staff meetings, hotel pre-con meetings, daily stand-ups, and weekly operations meetings.
• Perform other duties as assigned.
• Attend all mandatory vendor and company training sessions.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a minimum of 2-year College associate’s degree or any other combination of education, training, and experience that provides the required knowledge, skills, and capabilities.
• Previous Supervisory experience required.
• Must have a current FL Massage Therapy/Esthetician/Nail Technician License.
• Must have at least 1-3 years’ experience in a Massage Therapist/Esthetician/Nail Technician position, preferably in a luxury hotel/resort environment.
• Must have a strong command of written and verbal English.  
• Must be polished, professional, and have a strong command of both written and verbal English.
• Must be proficient in Microsoft Office (Outlook, Word, and Excel).
• Previous experience with Maestro, Booker, Book4Time, and Spa Soft preferred.  
• CPR and First Aid certified desirable.

BENEFITS/PERKS (FTE only)

• Medical/Dental/Vision
• Life Insurance
• 401K Matching
• Paid Time Off (FTE & PTE)
• Short & Long Term Disability
• Associate Discount
• Employee Assistance Program

COMPENSATION: $22.00 per hour + 22% Service Commission + 16% Service Charge + 10% Retail Commission

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