Spa Manager | Belmond

Website Belmond

Job description
Belmond El Encanto, a Forbes Five-Star luxury hotel, has been meticulously restored to capture all the romance and glamour that endeared it to both the local Santa Barbara community and visitors alike. Ninety-two quintessential, California-styled suites and bungalows dot the lush, terraced grounds featuring seven-acres of gloriously landscaped gardens with sweeping views of Santa Barbara and the Pacific Ocean. Original architectural features have been lovingly restored, including the historic, trellis-lined Arbor and Lily Pond. Modern additions to the expansive outdoor zero-edge pool and a new beautifully appointed boutique spa enhance the journey for today’s luxury-seeking guest.

We are seeking a dynamic Spa Manager to be responsible for assisting in the management of spa receptionists, therapists, estheticians, nail technicians and fitness staff. Front Desk Duties include the greeting of guests, answering the phones, assisting guests with questions, booking appointments, checking the arriving guests into the computer system and charging for services performed and retail purchased. They are responsible for maintaining the retail area of the spa in a clean and orderly manner, ensuring proper inventory levels and should be knowledgeable of the features and benefits of all retail offerings and promotions. They must understand how to effectively recommend products and services to meet the needs of our guests. They also assist the Spa Director with training/hiring of new staff, Spa reception, fitness and therapist scheduling, payroll, group bookings and back bar inventory ordering.

Main duties and responsibilities include
Properly open and close spa each day according to Standard Operating Procedures.
Accurately book, change and cancel spa appointments.
Acknowledge and greet everyone who enters and leaves spa facilities.
Provide detailed descriptions of spa treatments, packages, services and facility features.
Utilize spa computers with skill and proficiency.
Maintain a Spa Desk Bank.
Answer the phone promptly and use the guest’s name throughout the phone conversation.
Actively promote and upsell the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available.
Maintain eye contact when addressing external and internal guests.
Handle guests’ questions and concerns professionally and courteously.
Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction.
Maintain a clean; safe, fully stocked and well organized work and retail area.
Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time.
Follow the checklists for opening and closing cleaning shifts.
Maintain a positive attitude & contribute toward quality work environment.
Regularly attend, participate in & support training & staff meetings for spa.
Be aware of any maintenance issues in the spa areas and report them to management.
Assist in all areas of spa operation as requested by management.
Communicate to management all occurrences involving staff / guests in the spa that require attention.
Creating, stocking and maintaining retail displays.
Create and maintain schedule for Spa Reception associates.
Assist Spa Director with therapist scheduling; specifically taking a proactive approach to adding additional therapists, requesting therapists to extend scheduled hours, etc.
Assist Spa Director with retail/ back bar inventory ordering and display.
Maintain a daily incident log at reception to record all events of the day.
Assist with other supervisory responsibilities as needed.
Assist in fitness class schedule and coordinate fitness trainers and teachers.
Act as department head in Spa Director’s absence.
Use utilities and resources in a responsible manner to control wastage.
Communicate relevant information to the department, your line manager and across departments, as appropriate.
Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
Attend learning and development courses and complete eLearning modules, as required.

Demonstrate and be a role model of Belmond’s core values of Care, Confidence, Curiosity and Community.


Requires Minimum of High School Degree, previous supervisory experience. College degree preferred. Previous spa/fitness/retail and/ or customer service experience preferred. Must possess basic math and money handling skills. Excellent computer skills. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Excellent communication and listening skills. Ability to read and interpret product and equipment manuals, skin care and massage journals, P+L Reports, Revenue reports. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Must be detail-oriented and have ability to multi-task. Ability to be efficient and productive in a fast-paced environment. Must have enthusiasm, a friendly and outgoing personality, positive attitude and possess excellent customer service skills. Must enjoy working with people and be a team player. Must have the ability to remain calm and collected in stressful situations. Must promote, and lead by example a healthy, balanced lifestyle. Must lead by example a professional, motivated approach to the team at El Encanto Spa. Must be alert and quick reasoning. Should be able to make management decisions for the best interest of the hotel. Ability to interpret instructions and guidelines set by the hotel’s policy and procedures.


Belmond El Encanto offers a full array of benefits, including medical, dental and vision coverage. In addition, the company pays for basic life and AD&D as well as short term disability. Team members can choose additional coverage to include voluntary life/AD&D, spouse life/AD&D, dependent life, critical care, hospital indemnity, accident and flexible spending.

The Company offers paid time off, sick pay, a 401(k) program with Company matching, and an employee assistance program. Team members enjoy free cafeteria meals and discounts on food and beverage, spa treatments, and retail boutique items.

The Discovering Belmond program offers complimentary accommodation for team members while on leisure travel outside their region at any Belmond hotel and resort. It also offers food and beverage at a discounted rate. In addition to the complimentary offerings, discounted rates are available for safaris, trains and cruises.

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