Job Description

Spa Strategy, Operations, Guest Experience

• Set the vision, strategic priorities, service standards, and operating procedures for all spa treatment, reception, retail, wellness, and guest facilities; lead execution through the spa leadership team.
• Establish and audit elevated treatment rituals, personalized guest journeys, ambiance, cleanliness, discretion, and consistent luxury service delivery; implement corrective action when standards fall short.
• Direct capacity planning, appointment inventory, provider schedules, treatment room utilization, service mix, and guest flow to balance guest satisfaction, revenue opportunity, and operational efficiency.
• Own complex guest escalations and service recovery, including VIP and high-profile experiences; analyze feedback and quality results to implement measurable service improvements.
• Establish performance dashboards, reservation and cancellation standards, daily controls, incident escalation, and quality assurance reviews; maintain documented operating procedures.

EXECUTIVE LEADERSHIP

• Lead, develop, and hold accountable the Spa Supervisor and spa team, including attendants, massage therapists, estheticians, and wellness instructors; establish clear responsibilities and performance expectations.
• Partner with People & Development on workforce planning, recruitment, selection, onboarding, succession planning, engagement, performance management, and appropriate employee relations processes.
• Own departmental labor planning and productivity, including staffing models, schedules, coverage, overtime oversight, and alignment of provider capacity with forecasted demand.
• Design and oversee a comprehensive training and certification framework covering brand service, treatment protocols, retail selling, spa systems, safety, and leadership development.
• Coach emerging leaders, conduct regular performance and business reviews, foster accountability and recognition, and build a culture of hospitality, inclusion, and continuous improvement.
• Coordinate disciplinary decisions and complex employee relations matters with People & Development and hotel leadership in accordance with company policy.
• RETAIL STANDARDS
• Develop the retail assortment and merchandising strategy in alignment with NoMad positioning, customer demand, margin objectives, and approved procurement standards.
• Own retail sales performance, product education, inventory accuracy, purchasing controls, shrink prevention, vendor evaluation, and stock management.
• Manage departmental operating supplies, treatment products, linens, equipment, and amenities against approved quality standards and expense targets.
• Partner with Engineering and Housekeeping on preventive maintenance, asset protection, facility readiness, and the condition of all treatment and guest-facing spaces.
• Oversee adherence to sanitation, product handling, equipment, safety, and professional licensing requirements; ensure regulated services are delivered only by appropriately licensed practitioners.
• FINANCIAL PERFORMANCE
• Develop, present, and manage the annual spa operating budget and business plan; own departmental revenue, labor, controllable expenses, profitability, monthly forecasts, and financial variance action plans.
• Analyze treatment room utilization, provider productivity, average treatment value, retail conversion, booking pace, cancellation trends, service mix, and revenue per available treatment room to improve results.
• Partner with Sales, Catering, Rooms, Food & Beverage, and Marketing to develop profitable packages, group wellness programs, memberships or promotions where approved, and distinctive guest experiences.
• Recommend pricing, yield, treatment menu, promotional calendar, retail initiatives, and commercial partnerships based on demand patterns, competitive positioning, guest preferences, and financial performance.
• Deliver timely monthly business reviews, forecasts, performance scorecards, and action plans to hotel leadership; take ownership of achieving approved financial and service goals.
• HOTEL LEADERSHIP
• Serve as the spa department head and strategic partner to the hotel executive team, coordinating with Front Office, Guest Relations, Housekeeping, Engineering, Finance, Sales, Marketing, and People & Development.
• Champion guest confidentiality, professional ethics, data privacy, and the discreet handling of guest preferences and service information.
• Ensure compliance with applicable Michigan licensing, sanitation, health and safety regulations and hotel policies; maintain appropriate verification, documentation, and escalation procedures.
• Lead spa pre-opening workstreams, including staffing, SOPs, service menu, vendor onboarding, equipment readiness, systems testing, training, operating supplies, and opening quality assurance.
• ORGANIZATIONAL RELATIONSHIPS

The Director of Spa is the accountable department head for spa and wellness operations. The NoMad Detroit pre-opening staffing plan includes:

• Spa Supervisor
• Spa Attendants
• Massage Therapists
• Esthetician
• Yoga + Fitness Instructors

Spa team members may report directly to the Director or through the Spa Supervisor under the approved organizational chart. The Director is accountable for departmental strategy, financial results, quality, and talent development.

SUPPORTIVE FUNCTIONS

• Lead spa opening preparations and readiness milestones, including operating procedures, treatment menu, retail assortment, systems, training, and cross-departmental coordination.
• Represent the spa in executive meetings, VIP experiences, special events, group business development, and hotel-wide initiatives.
• Model professional presentation, discretion, service excellence, ethical leadership, and workplace safety standards.
• Perform other leadership responsibilities consistent with departmental and hotel business needs.

EDUCATION

Bachelor’s degree in Hospitality Management, Business, Spa Management, or a related field preferred; equivalent relevant leadership experience considered.

EXPERIENCE

• Five to seven years of progressive experience in spa, wellness, resort, or hotel operations, including at least three years in a management or department-head capacity, strongly preferred.
• Demonstrated success leading a luxury spa or comparable high-end wellness operation, with accountability for guest experience, team performance, and financial results.
• Experience managing budgets, forecasts, retail programs, provider productivity, spa systems, and vendor relationships required.
• Luxury hotel or resort experience strongly preferred; pre-opening experience and experience launching or repositioning a spa are highly desirable.
• CERTIFICATIONS

Current First Aid and CPR certification required or must be obtained within the timeframe established by NoMad Detroit. Any professional license required to personally perform a regulated service must be held and maintained; management of licensed practitioners alone does not substitute for their individual licensure.

PHYSICAL REQUIREMENTS

• Frequent sitting, standing, walking, and use of computers and reservation systems.
• Occasional bending, reaching, climbing stairs, and lifting or carrying supplies up to 15 pounds.
• Ability to perform essential functions with or without reasonable accommodation.
• WORK ENVIRONMENT

Hotel and spa operations may require early mornings, evenings, weekends, and holidays. The Director of Spa works across spa treatment, retail, and guest areas and serves as a visible leader who models NoMad Detroit’s hospitality philosophy and commitment to guest and team member well-being.