Spa Manager

Description

• Position has responsibility for supervising and coordinating activities of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage and locker room areas.
• Position focuses on ensuring guest and employee satisfaction and achieving the operating budget.

Core Work Activities
Supporting Management of Spa Operations and Budgets:

• Assumes the responsibilities of the Spa Director in his/her absence.
• Ensures all employees have the proper supplies, equipment and uniforms.
• Maintains cleanliness of spa and related areas and equipment.
• Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
• Manages supplies and equipment inventories within budget.

Ensuring and Delivering Exceptional Customer Service:

• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvement.
• Strives to improve service performance.

Conducting Human Resources Activities:

• Solicits employee feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees understand expectations and parameters.
• Brings issues to the attention of the department manager and Human Resources as necessary.
• Observes service behaviors of employees and providing feedback to individuals.
• Supports a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Supervises on-going training initiatives and conducting training when appropriate.
• Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.
• Celebrates successes and publicly recognizes the contributions of team members.
• Participates in employee progressive discipline procedures.
• Participates in an on-going employee recognition program.
• Reviews comment cards and guest satisfaction results with employees.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Assists the Spa Director in managing the day-to-day operations of the spa as necessary.

Candidate Profile
Education and Experience:

• High School Diploma or GED; 2 years of experience in the spa, guest services, or related professional area.