Spa Manager

About Thermae Eleven

Thermae Eleven is Calgary's first outdoor-only boutique hydrotherapy spa, designed for intentional pause and reconnection. We curate elevated wellness experiences that honour balance, nature, and simplicity. Every detail—from our rituals to our retail offerings—reflects a deep respect for quality, craftsmanship, and calm.

As Spa Manager, you will play a key leadership role in shaping the guest experience, maintaining operational excellence, and cultivating a high-performing, inspired team.

Key Responsibilities

Guest Experience & Service

• Ensure every guest experience reflects Thermae Eleven's philosophy of mindfulness, calm, and connection.
• Lead by example through a warm, hands-on, and professional approach to daily operations.
• Handle guest feedback with care, ensuring timely resolution and continuous service improvement.
• Maintain a visible presence throughout the spa to oversee flow, ambiance, and client satisfaction.
• Foster an atmosphere of genuine hospitality and personalized attention for each guest.

Team Leadership & Development

• Recruit, train, and mentor a high-performing spa team that embodies Thermae Eleven's service values.
• Conduct regular team meetings, trainings, and performance reviews to maintain excellence.
• Encourage professional growth through coaching, feedback, and ongoing education.
• Uphold grooming and presentation standards across all staff to align with brand aesthetics.

Operations & Standards

• Oversee daily spa operations, ensuring adherence to all AHS health, safety, and sanitation standards.
• Monitor all hydrotherapy facilities, pools, saunas, and treatment areas for optimal performance and guest readiness.
• Maintain structured SOPs for all operational and service procedures.
• Manage scheduling and coverage to ensure smooth operations during all service periods.
• Collaborate with maintenance and health inspectors to ensure compliance and safe facility operation.
• Attend operational and leadership meetings as required.

Financial Management & Retail

• Manage budgets, forecasts, and financial performance in alignment with business objectives.
• Oversee spa retail programs, ensuring inventory accuracy, visual presentation, and profitability.
• Conduct monthly audits of operational and retail inventory to control costs and prevent overstocking.
• Drive retail and service revenue through upselling, product education, and strategic promotions.

Brand & Innovation

• Ensure every element of the guest journey aligns with Thermae Eleven's brand standards.
• Collaborate with ownership and marketing teams to identify new service opportunities and innovations.
• Stay informed on wellness and hydrotherapy trends to keep offerings relevant and distinctive.
• Uphold confidentiality and professionalism in all guest and business matters.
• Establish and increase brand awareness in the community by cultivating and maintaining inclusive relationships with local partners, businesses, community influencers, and other external partners.

Health & Wellness Leadership

• Embody Thermae Eleven's wellness philosophy—fostering a balanced, positive, and respectful work environment.
• Remain informed on the latest spa and wellness innovations locally and internationally.
• Develop and implement new concepts and experiences that enhance the spa's reputation as a leading wellness destination.

Qualifications

• 3–5 years of management experience in a luxury spa, wellness, or hospitality environment.
• Strong leadership and interpersonal skills with the ability to inspire and motivate teams.
• Demonstrated excellence in guest service, operational management, and financial accountability.
• Proven experience with spa retail programs, training systems, and quality assurance.
• Exceptional communication, presentation, and organizational abilities.
• Proficient with spa or hospitality management software (Zenoti experience an asset).
• Passionate about holistic wellness, sustainability, community-building and the art of slow living.

Assets

• Current CPR and First Aid certification.
• Valid Pool Operator Level I or II certification
• Familiarity with Alberta Health Services pool operation guidelines.
• Previous experience managing hydrotherapy or aquatic wellness environments.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• Company events
• Paid time off
• Store discount

Work Location: In person