Spa Manager

We are looking for an outstanding leader to manage our Drift Spa.  If you feel that you have what it takes to lead our team, providing our guests with the relaxation and comfort they have come to expect from the Drift Spa while provide a satisfying and enjoyable atmosphere for our team members to grow and develop their skills, this may be the role for you. 

While working with Black Rock Oceanfront Resort, you are expected to conduct yourself in accordance with our Core Values: Take Ownership, Integrity, Make a Difference, Professionalism.  It is important to lead by example and perform your duties with a smile and be conscious of the feelings of those around you.  By taking one well planned step at a time and keeping a positive “can do” attitude, regardless of the numerous pressures and tasks, you will succeed both professionally and personally. Your belief in success will contribute greatly to the outcome.

Spa Manager Responsibilities:

• Ensure smooth and consistent spa operations to include such strategies as training programs for all employees, consistent administration of policies and procedures and accurate rotation and staffing levels.
• Provide exceptional service excellence and satisfaction, ensuring each guest has the ultimate spa experience.
• Create, implement and monitor programs and plans to ensure that monthly spa financial objectives are met.
• Review daily appointment schedule, productivity reports, labor costs and expenses to ensure budget projections are being met.
• Know all spa products and services in order to train and motivate staff to ensure business goals and objectives are met.
• Ensure standards for quality customer service, health and safety policies are met; monitor staff performances (on schedule, proper client interaction, informing of upgrade prices, promoting upgrades, etc).
• Conduct monthly product training with staff; create and maintain file of product information, policies and procedures for staff reference.
• Responsible for ensuring all staff are well-trained on job responsibilities and are provided with tools necessary to effectively perform and succeed in their jobs. All new hires must be trained in all protocols and procedures.
• Responsible for inventory process, including, maintaining accurate supply counts, rotating back-stock and ensuring proper stock levels.
• Respond to guest complaints and comments
• Prepare weekly staff schedule. Monitor schedule requests to ensure proper coverage, monitoring hours within budget and controlling overtime.
• Develop local contacts and schedule events to grow spa data base and spa local awareness.
• Communicate regularly with General Manager / Assistant General Manager regarding, but not limited to, status of all projects, sales updates, training information and financials.
• Perform any other reasonable duties/requests as assigned.

Staff Management:

• Portray a positive attitude in all situations at all times.
• Manage all personnel under supervision including staff development, training, coaching/counseling (disciplinary) and evaluating.
• Assist with recruiting and hiring of spa staff.
• Manage performance appraisal process for staff and conduct staff reviews at 90 days, mid-year and year end.
• Provide effective communication to staff (and other applicable departments) via meetings, memorandums, one-on-one meetings, “open door policy”, shift huddles, etc.
• Lead by example. Provide fair and consistent leadership.
• Mediate problems between staff members.
• Establish a safe and hazard-free environment by maintaining a strong safety record with a minimum number or employee and guest accidents and report all guest and employee accidents immediately.
• Review spa objectives with the team, reviewing and updating in light of changes in the business, implementing corrective action when needed.
• Ensure all associates follow established dress and grooming code at all times.
• Responsible for approving/editing time sheet, time off request and vacation request on a daily basis.
• Track and verify commissions and gratuities
• Perform tasks as set forth in Spa Standards, including proper telephone etiquette, proper service standards, maintaining cleanliness of Spa areas.

Retail:

• Communicate all monthly, weekly, daily retail promotions to all members of the team.
• Track hourly sales to ensure the team is meeting its retail goal.
• Participate in spa inventory counts as scheduled.

Customer Resolution:

• Respond to customer satisfaction survey comments daily.
• Effectively handle and resolve customer issues and complaints with in a 48-hour time frame.
• Ensure service excellence by completing regular walkthroughs
• Assist and coach receptionists in dealing with guest inquiries.
• Research and solve customer billing inquiries.
• Oversee the processing of refunds and resolve booking errors

Competencies

• Customer focused – Make service excellence a primary focus of one's actions; effectively meets service excellence; develops and sustains positive and productive service excellence; and takes responsibility for service excellence and loyalty.
• Builds trust– Interacts with others in a way that gives them confidence in one's intentions and those of the organization.
• Influencing others and facilitating decisions– Uses appropriate interpersonal styles and communication methods to gain acceptance of products, service, or ideas from prospects and guests (customers).
• Collaboration and partnering– Identifies opportunities and takes action to build relationships between individuals, teams, departments, units, or organizations to help achieve business goals.