Key Responsibilities

Member Experience

• Deliver and uphold exceptional service standards for Members and Guests at every interaction.

• Lead by example by warmly welcoming Members, using names whenever possible, and creating genuine, personalized connections.

• Build meaningful relationships with Members by learning preferences, anticipating needs, and ensuring consistent personalized service.

• Maintain a visible presence throughout the Spa and Locker Room to ensure Members are comfortable, relaxed, and cared for.

• Proactively identify opportunities to enhance the Member experience.

• Respond promptly and professionally to Member requests, concerns, and service recovery situations.

• Partner with the Spa Manager when additional support or follow-up is required

• Ensure all Member information, preferences, and conversations are handled with discretion and confidentiality.

Team Leadership & Supervision

• Provide day-to-day leadership and operational direction to the Spa and Locker Room team.

• Lead by example and maintain a hands-on presence throughout daily operations.

• Assign daily responsibilities and ensure appropriate coverage based on Spa activity, appointments, Member usage, and Club events.

• Conduct pre-shift meetings and communicate daily schedules, special requests, events, operational updates, and priorities.

• Monitor team performance throughout the day and provide real-time coaching, feedback, and support.

• Ensure team members consistently follow Club grooming, uniform, attendance, service, and operational standards.

• Assist with training and onboarding new Spa & Locker Room Attendants.

• Identify training opportunities and communicate performance concerns to the Spa Manager.

• Foster a positive, respectful, accountable, and collaborative team environment.

• Serve as the primary point of support for the team when the Spa Manager is unavailable.

Spa & Locker Room Operations

• Oversee the daily operation and presentation of the Spa, Ladies Locker Room, reception area, lounges, treatment rooms, showers, restrooms, vanities, and outdoor relaxation areas.

• Conduct routine walkthroughs to ensure all areas consistently meet luxury hospitality standards.

• Ensure towels, robes, sandals, toiletries, beverages, water stations, amenities, lockers, and Spa supplies remain fully stocked throughout the day.

• Ensure treatment rooms are properly prepared, turned over, stocked, and guest-ready between services.

• Monitor linen levels and coordinate the organization, collection, and replenishment of clean and soiled linens.

• Ensure locker assignments, amenities, special requests, and Member preparations are completed prior to arrivals.

• Monitor treatment schedules and Spa activity to anticipate operational needs and prevent service delays.

• Coordinate with Spa Coordinator and Spa Providers to ensure appointments remain on schedule.

• Identify and report maintenance concerns, equipment issues, and facility needs promptly.

• Follow throughonoperational concerns to ensure timely resolution.

Spa Coordinator & Scheduling Support

• Support Spa Coordinator with daily scheduling, Member communication, appointment changes, and operational needs.

• Assist with answering phones, emails, texts, Member inquiries, and appointment requests during high-volume periods.

• Monitor daily Spa schedules and communicate changes to Spa Providers and Locker Room team members.

• Assist with waitlists, cancellations, appointment adjustments, and last-minute Member requests.

• Help maximize Spa Provider schedules and treatment room utilization while protecting the Member experience.

• Learn and effectively utilize TEI and all Spa operating systems.

• Support the Well-Being Clinic with scheduling, billing, and Member communication as needed.

• Ensure accurate communication between Spa Coordinator, Locker Room Attendants, Spa Providers, and management.

Juice Bar & Lounge Operations

• Oversee the daily operation and presentation of the Ladies Lounge juice and smoothie bar.

• Ensure smoothies, fresh juices, coffee, tea, specialty beverages, and food service are prepared and delivered according to Club standards.

• Monitor food and beverage presentation, cleanliness, organization, and service throughout the day.

• Ensure beverage stations, refreshments, and lounge amenities remain fully stocked.

• Monitor inventory levels and communicate replenishment needs.

• Ensure all food and beverage areas comply with applicable health, sanitation, and safety standards.

• Provide hands-on lounge and beverage service when business demands require additional support.

Inventory & Facility Standards

• Assist with monthly linen, retail, amenity, beverage, and operational supply inventory counts.

• Monitor par levels and communicate ordering or replenishment needs to the Spa Manager.

• Ensure inventory, linen, storage, and supply areas remain organized and properly maintained.

• Monitor Spa and Locker Room supplies to prevent shortages that could impact Member service.

• Ensure retail displays, reception areas, and Member-facing spaces remain clean, organized, stocked, and visually appealing.

• Partner with the Spa Manager to identify operational improvements and facility needs.

Team Collaboration

• Serve as a liaison between the Spa Manager, Spa Coordinator, Locker Room Attendants, Spa Providers, Well-Being Clinic, and Members.

• Communicate Member arrivals, preferences, special requests, schedule updates, and operational changes clearly and professionally.

• Work closely with Spa Providers to support treatment room turnovers and maintain efficient appointment flow.

• Collaborate with other Club departments to support Member requests, special events, tournaments, and wellness programming.

• Participate in Spa meetings, trainings, continuing education, and seasonal onboarding.

• Step into operational roles when needed to support the team and maintain exceptional service.

Operational Excellence

• Demonstrate initiative by proactively identifying Member, staffing, facility, and operational needs.

• Prioritize multiple responsibilities while maintaining exceptional service standards.

• Make sound operational decisions while remaining calm, positive, and professional during high-volume periods.

• Ensure team compliance with all health, sanitation, privacy, safety, and Club standards.

• Maintain accurate communication regarding operational issues, Member concerns, staffing needs, and follow-up items.

• Support opening and closing procedures and ensure all required responsibilities are completed accurately.

• Represent The Madison Club with professionalism, integrity, discretion, and accountability at all times.

• Perform additional duties as assigned.

Skills & Qualifications

• Minimum 2–3 years of hospitality, luxury hotel, private club, Spa, wellness, resort, or related customer service experience preferred.

• Previous supervisory, lead, or team leadership experience strongly preferred.

• Exceptional luxury customer service and relationship-building skills.

• Strong leadership skills with the ability to coach, motivate, and hold team members accountable.

• Naturally outgoing and confident personality with the ability to engage Members in genuine conversation while maintaining professionalism.

• Excellent verbal and written communication skills.

• Strong organizational, multitasking, and time management abilities.

• Ability to confidently prioritize and delegate responsibilities in a fast-paced environment.

• Ability to remain calm, composed, and solution-oriented during high-volume periods and challenging situations.

• Strong problem-solving skills and sound professional judgment.

• Self-motivated with exceptional attention to detail and follow-through.

• Ability to work independently and make operational decisions while maintaining communication with management.

• Comfortable learning and utilizing Spa scheduling, POS, and operating systems.

• Professional appearance and demeanor.

• Flexible schedule, including weekends, evenings, and holidays.

Core Competencies

• Luxury Member Service

• Leadership & Team Development

• Relationship Building

• Hospitality & Communication

• Coaching & Accountability

• Teamwork & Collaboration

• Initiative & Ownership

• Organization & Time Management

• Multitasking & Prioritization

• Problem Solving & Decision Making

• Adaptability

• Attention to Detail

• Professionalism Under Pressure

• Operational Excellence

Physical Requirements

• Frequently stand and walk for extended periods throughout the Spa and Club facilities.

• Lift, carry, and move linens, supplies, beverages, and inventory up to 40 pounds

• Bend, reach, kneel, stoop, and perform repetitive operational, cleaning, and stocking tasks when necessary.

• Push carts containing linens, amenities, and Spa supplies.

• Maintain the physical stamina necessary to remain actively engaged throughout a fast-paced shift.

• Work comfortably in both indoor and outdoor environments.