Responsible for managing the overall operation of Bastien’s Studio, including treatments, facilities, team performance, and reporting, with the support of an Assistant Manager when applicable. Ensures the studio operates in line with budget, driving profitability while analyzing guest and hotel feedback to continuously enhance performance.

Leads the execution and verification of all treatment and service standards, while maintaining full operational oversight of the studio environment. Acts as the primary liaison between the resort and Bastien Gonzalez & Associates (BGA), ensuring consistent communication, alignment, and timely reporting.

Supports the development of the Studio through marketing and public relations initiatives in alignment with BGA guidelines. Maintains a hands-on understanding of all treatments, prioritizing team delivery while ensuring quality and consistency.

Builds, develops, and leads a high-performing team, supporting recruitment, training, and professional growth in coordination with the Area Manager. Demonstrates strong financial acumen to define staffing needs, service offerings, and business opportunities.

Ensures effective problem-solving and decision-making in day-to-day operations, fostering a culture of trust, collaboration, and excellence. Represents BGA within the resort with professionalism, class, and passion, strengthening the partnership and overall positioning of the Studio.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; degree in Hospitality Management, Spa Management, or related field preferred.
• Minimum 3–5 years of experience in spa, wellness, or luxury hospitality environment, with at least 1–2 years in a leadership role.
• Experience in luxury or ultra-luxury environments preferred.
• Proven ability to manage financial performance, including revenue analysis, budgeting, and cost control.
• Prior experience in managing teams, including recruitment, training, and performance development.
• Experience working with international brands or third-party partnerships preferred.

• Language Skills - Ability to communicate effectively in both English and Spanish, ensuring clear interaction with guests, team members, and stakeholders in a multicultural environment.

CORE WORK ACTIVITIES

Supporting Management of Bastien Studio Operations and Budgets

• Oversees the overall operation of Bastien’s Studio, ensuring seamless execution of treatments, facilities, and reporting in alignment with BGA standards and the luxury positioning of the property.
• Drives the financial performance of the Studio, ensuring operations are aligned with the approved budget while identifying opportunities to enhance revenue and profitability.
• Analyzes business performance, including revenue trends, guest behavior, and operational needs, to proactively inform strategic decisions.
• Defines staffing models and service offerings that optimize productivity while ensuring an exceptional experience for guests.
• Maintains accurate and timely financial and operational reporting, providing clear visibility and ensuring full transparency with BGA and property leadership.

• Actively supports daily operations on the floor, ensuring service delivery standards are consistently upheld through direct involvement when needed.

Ensuring and Delivering Exceptional Customer Service

• Ensures all treatments are delivered with precision and consistency, fully aligned with BGA standards and the elevated expectations of a Ritz-Carlton Reserve experience.
• Maintains operational readiness by being fully knowledgeable and capable of performing treatments, supporting seamless service delivery at all times.
• Creates a personalized and refined guest journey, anticipating guest needs and preferences to consistently exceed expectations.
• Actively engages with guests to gather meaningful feedback, using insights to continuously elevate service delivery and overall experience.
• Maintains full oversight of the Studio environment, ensuring every detail reflects the highest standards of cleanliness, presentation, and luxury.
• Empowers Ladies and Gentlemen to deliver exceptional service, fostering a culture of ownership, attention to detail, and genuine care.
• Resolves guest concerns with professionalism, urgency, and empathy, ensuring service recovery strengthens guest loyalty.

Managing Team, Talent and Development

• Builds, develops, and leads a high-performing team of Ladies and Gentlemen, fostering a culture of excellence aligned with The Ritz-Carlton Gold Standards.
• Selects, develops, and retains talent in partnership with the Area Manager and Human Resources, ensuring the Studio is staffed with individuals who reflect the values and service philosophy of the brand.
• Ensures all Ladies and Gentlemen are fully trained and certified in treatments, service standards, and brand expectations, consistently delivering a refined and personalized experience.
• Provides continuous coaching, feedback, and development opportunities, supporting each individual in maximizing their strengths and professional growth.
• Creates an environment of trust, respect, and collaboration, where Ladies and Gentlemen feel valued, empowered, and inspired to contribute to the success of the Studio.
• Leads onboarding and integration of new team members, ensuring a seamless transition into both the role and the culture of the resort.

Driving Marketing, Product and Business Development

• Drives the strategic positioning of Bastien’s Studio within the resort, ensuring alignment with BGA standards while elevating awareness and desirability of the concept among guests and stakeholders.
• Collaborates on the development and execution of marketing and public relations initiatives, ensuring all activities reflect the refined and distinctive identity of the Studio.
• Identifies and implements opportunities to enhance revenue generation, guest engagement, and overall business performance through innovation in products, services, and experiences.
• Curates the product and service offering to ensure it remains relevant, differentiated, and aligned with both guest expectations and brand standards.
• Leverages guest insights and market awareness to continuously evolve the Studio’s value proposition and reinforce its positioning within the luxury wellness space.
• Contributes strategic insights and feedback to BGA, supporting the ongoing development and evolution of the brand through operational and market-driven perspectives.

Managing Communication and Partnership with BGA

• Serves as the primary liaison between the resort and Bastien Gonzalez & Associates (BGA), ensuring seamless alignment of standards, vision, and operational execution.
• Facilitates clear, consistent, and timely communication between all stakeholders, ensuring transparency and mutual understanding across both organizations.
• Cultivates a strong and trusted partnership with BGA, fostering collaboration, alignment, and a shared commitment to excellence.
• Ensures all reporting to BGA is accurate, insightful, and delivered within established timelines, reflecting both operational performance and development initiatives.
• Represents BGA within the resort with professionalism, elegance, and passion, acting as an ambassador of the brand at all times.
• Aligns all initiatives—including marketing, service evolution, and development plans—with BGA guidelines, ensuring brand integrity while enhancing the Studio’s positioning within the resort.

Ensuring Problem Solving and Operational Excellence

• Demonstrates strong operational leadership by proactively identifying challenges and implementing timely, effective solutions that sustain the highest standards of performance.
• Exercises sound judgment and decisiveness in a dynamic environment, ensuring continuity of operations and an exceptional guest experience at all times.
• Anticipates operational needs and potential risks, taking a proactive approach to mitigate issues before they impact service delivery.
• Maintains a disciplined and detail-oriented approach to execution, ensuring consistency, accuracy, and adherence to brand standards across all aspects of the Studio.
• Safeguards the confidentiality of all guest, financial, and business information, upholding the integrity and reputation of both the resort and BGA.