Who Does What

Next - How We Communicate

Guest Services

Front Desk

Check-in and check-out guests, ensuring a pleasant experience.
Answers questions about services, policies, and amenities throughout the visit.
Acts as a liaison between spa services and guest services.

Reservations

Answers calls and emails, manages reservations, and processes payments.

Guest Services Floater

Maintains spa cleanliness, including laundry, bathrooms, and common areas.
Prepares treatment rooms and stock supplies.

Guest Services Assistant Manager

Ensures a high-quality guest experience through attentive service.
Addresses guest concerns
Supports staff training, policies, and communication.
Processes refunds and assists management as needed.

Guest Services Manager

Oversees daily operations, hiring, training, and scheduling.
Manages guest flow, reservations, and staff performance.
Handles guest issues, improves satisfaction, and implements new procedures.
Develops and manages the department budget.
Works with the management team to make decisions about business processes and policies.

Spa Services

Massage Therapists provide Massage, bodywork, and hospitality

Maintains proficiency in all massage menu services
Listens to guest needs and provides exceptional, customized services to each guest
Maintains a clean, safe, fully stocked, and well-organized work area
Understands the proper use of the equipment, and applicable safety standards
Upholds all Dora standards and stays in good standing, completes intake on all guests, maintains professional license and insurance

Skin Care Professionals provide skin care, lash and brows, hair removal, and hospitality.

Proficiency in all skincare menu services
Listen to guest needs and provide exceptional, customized services to each guest
Maintain a clean, safe, fully stocked, and well-organized work area
Understands the proper use of the equipment, and applicable safety standards
Upholds all Dora standards and stays in good standing, completes intake on all guest, maintains professional license and insurance

Spa Services Manager oversees the general operations of the spa services department.

Staff Management: Hires, coordinates training, and creates schedules for the team; conducts regular check-ins, annual reviews, and supportive coaching as needed.
Business Development: researches, plans, proposes, and implements new services and products
Inventory Management: manages spa services and Tava office inventory, and places orders for products and supplies
Budget: creates and manages annual department budget
Administrative: creates, reviews, updates and shares department protocols & systems as the department and spa evolve.
Keeps track of uniform inventory and body products for spa guest use.
Keeps the schedule organized and looks for errors. Creates and trains all staff on Spa menu

Retail

Our Retail Manager is responsible for making sure the retail gift store functions smoothly while optimizing profits.

Updates and maintains POS Software
Establishes and maintains positive relationships with vendors
Tracks and orders inventory, researching and purchasing new items based on need, interest, and recommendations for both retail and for the spa as a whole
Arranges and creates attractive displays
Keeps track of inventory

Marketing, Social Media, Graphic Design and IT

Our Marketing Manager is responsible for conveying message and emotion through brand voice, strategic planning, execution of ideas, and development of promotional materials.

Maintains computer software and hardware

Digital Marketing:

Social Media planning and posts
Email design and CRM
Website design and maintenance
Google ads
Facebook/Instagram ads
Data analytics

Graphic Design

Maintains brand standards
Maintains digital files
Designs print ads, banner ads, and website graphics
Designs signage

Traditional Marketing

Identify competitors and analyze data
Campaign and promotions planning
Review response and collection
Working with outside consultant on Public Relations as needed

Facilities

We are focused on three main areas of accountability and supervision;

Maintenance and Safety
Project Management
Certified Pool Operations

Our Facilities Manager is directly responsible for the leadership, direction, administration, and management of the facilities staff, operating procedures, and equipment. This includes safety, vehicles and support equipment, maintenance policies and procedures, record keeping, inventory of parts and equipment, and development of maintenance programs that align with leadership goals and the culture of our environment. The Facilities Manager also maintains compliance with all local, state, and federal rules and regulations. and is the main point of contact for contractors and maintenance vendors.

The Facilities Staff

Maintains the SunWater & Tava House properties, keeping them clean, neat, organized, and visually appealing.
Refines and reviews “Best Practices” and effective communications.
Maintains the safety and health of all employees as a top priority.
Creates and maintains strategic relationships with our suppliers and vendors both for process and MRO (maintenance, repair, operations) materials.
Focuses on our spa designs for reliability, operability, maintainability, safety, and inspectability (ROMSI)
Follows the Model Aquatic Health Code (MAHC) to create and update our existing pool codes to reduce the risk for outbreaks, drowning, and pool-chemical injuries.
Follows the MAHC guidelines which are all-inclusive and address the design, construction, operation, maintenance, policies, and management cutting-edge needs of SunWater’s aquatic and soaking facilities.
Maintains daily checklists, inspection logs, work orders, and Basecamp tasks to make repairs, improve and renovate, maintain tubs.

Accounting and Human Resources

Our Accounting Manager has the primary responsibility for the planning, implementation, managing, and running of all the finance activities.

Record and pay accounts payable
Record payments from customers
Calculate pay and issue payments to employees
Create financial statements and related financial reports
Remit payroll taxes, sales taxes, use taxes, and income taxes
Account for fixed assets and inventory
Reconcile bank accounts and credit card accounts
Maintain a coherent system of accounts, with a supporting filing system
Monitor cash levels
Manages and processes purchasing for the entire spa
Processes payroll

Our Spa Director oversees Human Resource functions which include:

recruiting, screening, interviewing, and placing workers.
handling employee relations, benefits, and training.
coordinating performance appraisals
determining fair compensation
compliance management
managing HR and other technology

Leadership

We have developed a collaborative leadership team who work closely together and share responsibilities.
Our Spa Director supports our Guest Services Manager, Spa Services Manager Facilities Manager, Marketing , Media, and IT Manager and Accounting Manager.
The Accounting Manager supports the Retail Manager

Types of Employment

Full-Time Salary - Salaried employees are expected to work an average of 40 hours per week and are required to work at least 32 hours per week* in order to accrue paid vacation time. Full-time, salaried employees' hours are not tracked, we trust that these hours are being maintained on average each week, knowing that some weeks will require more time at work, and some weeks will require less time at work.
Hourly - Hourly employees receive both sick and vacation hours based on the number of hours worked.
Commission - Commissioned employees are those who provide an individual service to the client and are paid a percentage of the service plus a service fee (tips).

*All employees accrue Wellness hours as per state law - see Paid Time Off

updated 2/5/25 dar

Page updated

Report abuse