Job Description

Summary

Responsible for managing and supervising all areas of the spa, including its programs, services, hours of operation, facilities and staff. Coordinates the delivery of spa services, skin care, fitness and wellness, massage, program coordinating, reservations, reception desk and locker room areas. As a department head, directs and works with the management team and hourly employees to successfully execute all spa operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Duties

• Responsible for maintaining Five-Star customer service standards for spa and wellness areas.
• Interpret financial reports and provide expertise on (projected) Revenue vs. Expenses.
• Project and maintain acceptable payroll commitments.
• Use financial plans for spotting trends, measuring productivity and monitoring progress.
• Control ongoing service and product margin analysis to ensure profitability.
• Implement opportunities for managing operational costs and boosting the bottom line.
• Develop procedures for accurate inventory control and monitoring.
• Oversee the cleanliness of the Spa and input any facility improvement needs into HotSos system.
• Implement full spa product and service purchasing standards and ensure compliance.
• Administer staff and client scheduling for maximum revenue generation and profitability.
• Be available and able to assist in all aspects of operations as needed based on business needs.
• The ability to be cross-trained in all functions of the spa where appropriate.
• Develop Spa’s Marketing Strategy and ensure a consistent image is being portrayed.
• Develop and maintain gracious and efficient front desk procedures.
• Provide coaching and mentorship to team members on an ongoing basis. Lead and drive team member engagement.
• Maintain and update all necessary internal and external signage.
• Create ongoing in-house promotions and activities to stimulate sales, staff and customers.
• Guide business decisions by staying on top of Spa industry trends.
• Maintain a strong menu of services with both exceptional artistic and aesthetic value.
• Consistently develop and grow retail sales through training, tools and monitoring.
• Ensure the Spa is always staged for maximum buyer impact.
• Anticipate, identify and ensure customer needs are being met in the best possible way.
• Monitor customer satisfaction.
• Guide staff to become caring problem solvers, cooperative, accommodating and fair.
• Exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• Uphold gracious front desk procedures in the booking and handling of customers.
• Maintain fresh, effective programs to consistently retain and grow customer base.
• Develop and maintain compensation guidelines for customer complaint handling.
• Implement ongoing skills training to ensure service standards are being upheld.
• Develop and monitor job descriptions and staff goals.
• Create and maintain staff contracts, ensuring accuracy and compliance.
• Perform staff evaluation reports with proposed action plans.
• Effectively administer and monitor staff scheduling procedure.
• Demonstrate an exceptional level of professionalism for the staff to emulate.
• Create a motivating environment of sincerity, warmth and fun for staff and guests.
• Maintain an up to date version of the Spa procedure manual and ensure compliance.
• Develop and maintain Spa literature, documenting and process handling requirements.
• Attend management meeting and convey all relevant information throughout the Spa
• Hold regular staff meetings to keep staff up to date on all aspects of the Spa’s operation.
• Ensure equipment is maintained in good working order.
• Maintain professional relationships with suppliers and providers.
• Ensure stock and cash items are kept safely under lock and key.
• Minimize or eliminate losses thought negligence with monitoring programs.
• Implement a clearly effectively; follow purchasing standards, ensure compliance.
• Facilitates group tours of Spa as needed and/or requested.

Qualifications

• Must possess 8-10 years supervisory/managerial, preferably at a resort or health facility
• Must be a licensed LMT or LME
• Experience in a related position in a luxury hotel or resort.
• Must display the ability to work with a variety of people, remain calm and professional during stressful situations, must be able to analyze and resolve guest and staff related problems
• Proficient in Booker, Opera, Microsoft Excel, Word and Outlook
• Must have the ability to establish achievable department sales budget, forecast, and all payroll operations including maximizing staff schedule
• Extensive knowledge in Spa treatments and Wellness program
• Must understand yield management, meeting revenue goals and minimizing expense
• Interpret financial reports and provide expertise on projected revenue vs. expenses
• Be a highly motivated and enthusiastic leader
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

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