Assistant Spa Manager

ONLY APPLICANTS THAT FILL OUT OUR ONLINE JOB FORM WILL BE CONSIDERED

ABOUT HONEY

Honey Skincare Studio is an award-winning boutique medical spa in Arlington, Virginia, specializing in corrective skincare, advanced laser treatments, medical-grade facials, injectables, and highly personalized treatment planning.

Our reputation has been built on pairing exceptional clinical care with a warm, highly personalized client experience. We believe luxury is defined by how a client is cared for at every step—the attentiveness, consistency, and confidence they experience from their first interaction through every visit and follow-up. As Honey continues to grow, we are equally focused on strengthening the operational systems, leadership, and service standards behind that experience.

ABOUT THE POSITION

The Assistant Spa Manager will have direct ownership of Honey’s front-of-house operation, with a major priority of completely rebuilding and elevating our front desk. This is a highly visible, hands-on leadership position. You will be physically present with the team—observing the client experience in real time, coaching employees, listening to calls, solving problems, coordinating with providers, maintaining accountability, and ensuring Honey’s standards are consistently carried out.

We are looking for someone who can walk into an existing team, understand what is working, identify what is not, and create the structure, training, accountability, culture, and systems needed to transform the front desk into a polished, knowledgeable, motivated client-experience team. You will work closely with the General Manager and Owner while maintaining meaningful independent leadership responsibility. The GM will oversee broader business strategy, financial performance, provider performance, systems, and growth. You will ensure those expectations translate into exceptional daily execution on the studio floor.

KEY RESPONSIBILITIES

• Own and elevate Honey’s entire front-of-house operation.
• Serve as the primary day-to-day leader of the front desk team.
• Maintain active awareness of schedules, staffing, provider flow, consultations, VIP clients, client concerns, and operational priorities.
• Observe the client experience in real time, identify problems early, and ensure responsibilities are completed thoroughly and on time.
• Maintain calm, confident leadership during high-volume periods, scheduling disruptions, staffing challenges, and client escalations.
• Build a team that is polished, knowledgeable, accountable, confident, commercially aware, and exceptional at client service.

Systems, SOPs & Training

• Evaluate Honey’s current front desk operation and identify inconsistencies, missed opportunities, communication gaps, administrative errors, and training deficiencies.
• Create and maintain a comprehensive Front Desk Manual and SOPs covering phone and written communication, inquiry conversion, scheduling, deposits, check-in/out, rebooking, follow-up, memberships, packages, retail, waitlists, cancellations, client concerns, provider handoffs, inventory, and daily responsibilities.
• Rebuild onboarding and training using clear modules, checklists, role-play, service education, call evaluations, and competency standards.
• Personally coach employees and continuously retrain the team as Honey’s services, standards, policies, and priorities evolve.

Client Experience & Conversion

• Define and uphold what exceptional service looks like throughout the entire client journey.
• Coach employees on tone, language, confidence, attentiveness, discretion, and overall presence.
• Train the team to anticipate client needs and maintain luxury service standards even when the studio is busy.
• Build a phone strategy that moves beyond simply answering questions and teaches employees to understand the client’s concern, establish trust, identify the appropriate next step, and confidently guide qualified inquiries toward consultations and appointments.
• Regularly evaluate calls and communication for warmth, service knowledge, objection handling, follow-up, and missed booking opportunities.
• Track meaningful KPIs including inquiry conversion, consultations booked, lead-response time, missed-call recovery, follow-up, show rate, rebooking, memberships, and retention.

Team Leadership & Accountability

• Directly lead, supervise, coach, and develop Honey’s front desk team.
• Set clear expectations around professionalism, client care, urgency, accuracy, attendance, reliability, teamwork, sales support, and follow-through.
• Provide frequent real-time coaching and conduct regular one-on-ones and performance conversations.
• Address underperformance directly, professionally, and promptly while recognizing and developing high-performing employees.
• Take an active role in recruiting, interviewing, selecting, onboarding, and developing front desk employees.
• Build a positive, energetic, supportive culture where accountability and professional standards remain non-negotiable.
• Develop meaningful recognition, incentives, and team challenges tied to behaviors and results that strengthen Honey.

Sales, Retention & Client Relationships

• Develop the front desk into a confident extension of Honey’s treatment-planning and retention strategy.
• Train employees to naturally discuss services, memberships, packages, skincare, promotions, pricing, and next steps without creating a pressured sales experience.
• Strengthen rebooking and create structured follow-up for prospective clients, treatment plans, cancellations, waitlists, and clients who leave without scheduling.
• Identify missed revenue opportunities and identify the underlying issue.
• Create a consistent process for capturing client feedback and positive reviews.
• Serve as the primary point of contact for escalated non-clinical client concerns, protecting client relationship and Honey’s policies.

Provider Coordination & Studio Operations

• Maintain strong relationships with Honey’s providers and ensure the front desk understands specialties, schedules, preferences, treatment requirements, and booking rules.
• Coordinate daily client flow and address recurring issues involving incorrect bookings, preparation, delays, handoffs, checkout, or follow-up.
• Lead weekly front desk meetings and daily huddles with clear priorities, action items, ownership, and follow-through.
• Oversee front-of-house and retail inventory and ensure reception, retail displays, client amenities, shared spaces, and overall presentation consistently meet Honey’s standards.
• Partner closely with the General Manager to implement broader studio priorities and serve as a senior on-site leader when needed.

REQUIRED QUALIFICATIONS

• Minimum 3–5 years of progressive management or leadership experience in a fast-paced, client-facing environment.
• Proven experience supervising, coaching, training, scheduling, and developing employees.
• Demonstrated ability to improve front desk, hospitality, retail, practice, client-service, or operational systems.
• Strong written and verbal communication, emotional intelligence, organization, urgency, attention to detail, and follow-through.
• Comfort with KPIs, sales, memberships, packages, rebooking, retention, and business-performance goals.
• Ability to create SOPs, training systems, scripts, checklists, workflows, and quality-control processes.
• Strong technology aptitude and ability to learn scheduling, CRM, POS, communication, and reporting systems.
• Professional, polished demeanor appropriate for a luxury medical aesthetics environment.
• Strong judgment, discretion, and ability to remain calm and solutions-oriented in challenging situations.

Strongly preferred: Leadership experience in medical aesthetics, healthcare, wellness, dermatology, plastic surgery, dental, luxury hospitality, premium retail, fitness, or another high-touch service environment. Experience rebuilding or significantly elevating a front desk, client-experience, hospitality, or sales team is especially valuable.

THE IDEAL CANDIDATE

You are a highly visible, hands-on leader who thrives on the studio floor and finds energy in developing people. Your leadership style is warm yet direct, and you believe professional accountability and a healthy team culture are inseparable.You understand that inquiry conversion, retention, membership growth, and consistent rebooking are important foundations of business success. You are organized, decisive, solutions-oriented, calm under pressure, and motivated by creating systems and raising standards. Most importantly, you want a meaningful leadership opportunity where you can take ownership, implement change, develop a team, and see measurable progress as a direct result of your leadership.

This is not a traditional office-manager position or a role primarily managed from behind a desk.

You should be comfortable working hands-on at the front desk, rebuilding operations, coaching employees, having difficult conversations, working with sales and performance metrics, managing multiple priorities, working weekends, and taking ownership.

SCHEDULE & COMPENSATION

Full-time, on-site leadership position. Nights and weekends are required. This is not a remote or hybrid position. Exact hours will be discussed during the interview process based on studio coverage and leadership needs. Salary starting at approximately $60,000+, with final compensation based on relevant leadership experience, management scope, operational capability, and overall fit.

BENEFITS

Health, dental, and vision insurance for eligible full-time employees; paid time off; employee discounts; leadership development and professional training; and significant opportunity for advancement as Honey continues to grow.