Wellness Experience Supervisor (Spa Supervisor)

POSITION SUMMARY

The Wellness Experience Supervisor is responsible for overseeing the daily operations of the spa, ensuring exceptional guest experiences, maintaining luxury service standards, and supporting business performance through retail and treatment revenue generation. This role provides operational leadership for the reception and therapist teams, supports wellness initiatives and events, and serves as the Leader on Duty, ensuring seamless operations and service excellence.

Guest Experience

• Deliver memorable, personalized, and consistent guest experiences that reflect Westin and Heavenly Spa standards.
• Proactively engage with guests throughout their spa journey to ensure satisfaction and anticipate their needs.
• Resolve guest concerns and service recovery situations promptly, professionally, and effectively.
• Conduct regular floor presence to ensure exceptional service delivery and operational excellence.
• Ensure all guest touchpoints meet established luxury hospitality and wellness standards.

Spa Operations

• Supervise the day-to-day operations of the spa, including reception, treatment rooms, relaxation areas, and wellness facilities.
• Ensure cleanliness, maintenance, presentation, and operational readiness of all spa areas.
• Manage daily opening and closing procedures in accordance with established policies and standards.
• Coordinate therapist schedules, treatment room allocations, and operational workflow to maximize efficiency.
• Monitor compliance with safety, hygiene, sanitation, and operational procedures.
• Ensure adherence to company policies, SOPs, and brand service standards.

Leadership

• Provide daily leadership, guidance, and support to therapists and reception associates.
• Conduct daily briefings to communicate operational priorities, promotions, and service expectations.
• Coach, mentor, and motivate team members to achieve high performance and guest satisfaction.
• Support onboarding, training, and development of new associates.
• Monitor grooming, conduct, and service standards to ensure professionalism and brand consistency.
• Assist the with performance coaching, recognition initiatives, and succession development.

Revenue & Sales

• Drive treatment upgrades, Spa Plus offerings, wellness experiences, and retail sales opportunities.
• Monitor daily revenue performance, productivity, and guest conversion metrics.
• Support the execution of promotional campaigns, wellness programs, and special events.
• Encourage and coach associates to achieve retail, upselling, and revenue targets.
• Identify opportunities to enhance guest spend and improve overall business performance.

Administration

• Support reservation management and optimize appointment scheduling to maximize utilization.
• Monitor inventory levels and coordinate ordering requirements for retail products, spa supplies, and operational materials.
• Prepare and review daily operational reports and communicate key updates to management.
• Assist with forecasting, scheduling, payroll inputs, and administrative documentation.
• Maintain accurate records and ensure compliance with audit and reporting requirements.

Requirements

• Minimum 3 years' experience in luxury spa or hotel operations. 
• At least 1 year in a supervisory or senior therapist/reception role. 
• Strong leadership and communication skills. 
• Knowledge of luxury hospitality standards preferred. 
• Ability to lead shifts independently. 
• Flexible to work weekends and public holidays

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.