Spa Manager

Company Overview:

Performance Hospitality is a lifestyle hotel management company committed to providing outstanding service to our guests! We manage a variety of branded, independent hotels in major US markets. We take pride in our ability to deliver exceptional guest and associate experiences by focusing on inspiring individuals through a thoughtful delivery of self-expression hospitality. We believe that providing innovative, cutting-edge practices, along with transparent communications, is a fundamental part of our commitment.

Purpose:

The Spa Manager is responsible for managing and overseeing the daily operations of the spa; implementing marketing and sales strategic plans, providing training utilizing luxury standards to the staff, overseeing facility management and maintenance, scheduling and supervising the staff, creating a positive team environment, and ensuring that the highest levels of guest satisfaction are attained. The Spa Manager will also receive and merchandise retail products and apparel and must possess an inept attention to detail, the ability to juggle multiple tasks, and a strong passion for service. Applicant must be friendly, a team player and eager to offer excellent guest service!

Essential Functions:

• Great guests with a warm welcome, presenting a professional, friendly demeanor.

• Check appointment schedule and print daily activities as required as well as complete daily reports.

• Ensure inventory control through proper usage of products. Responsible for receiving incomings calls for appointments and scheduling them accordingly.

• Provide therapists with an accurate daily schedule throughout shift. Maintain passing scores on treatment inspections.

• Maintain current license and certifications as required. Assist with front desk or locker room functions, as necessary.

• Maintain complete knowledge of all hotel features, services and hours of operation, all spa services and products, as well as the salon.

• Assist in the daily operations for the spa, booking appointments, inventory of processional products, etc.

• Assist in all Spa promotions to generate spa revenue. Keep up with the referral binder.

• Partner with Spa Director to complete inventory at month end.

• Work with the housekeeping department with the cleanliness of the facility maintaining high levels of cleanliness.

• Tracks spa maintenance work tickets and repairs. Ensure that service standards exceed guest expectations. Addresses guest and employee concerns constructively and effectively.

• Help foster a team environment assisting Spa Manager create monthly games for team motivation.

• Track all guests on daily wait list. Accommodate guest and member requests, answer questions and sell spa/salon services and retail and well as memberships.

• Demonstrate a full knowledge of the spa's treatments and products used and sold. Assist guests with retail product selection.

• Promote and sell all spa/salon services. Handle guest complaints following established practices for guest problem resolution to ensure guest satisfaction.

• Ability to provide advice to the guest in their selection of treatments to ensure a smooth and proper order service.

• Responsible for proper point of sale procedures and cash handling policies.

• Process gift certificate requests including taking orders, preparing certificates, process payment and record sale. Complete all necessary check lists and supply re-order forms as needed. Maintain a high standard of personal appearance and grooming, which include wearing the proper uniform and name tag when working.

• Maintain a warm and friendly demeanor at all times. Ensure compliance of all policies and Code of Conduct as specified in the Associate Handbook.

• Assist with hiring staff, disciplinary action and motivation of staff members; Assists with ongoing training and development of each associates to include facial protocols, massages, manicures and pedicures.

• Assist with monthly forecasting and maintains guidelines of Spa budget while making optimal use of financial resources.

• Maximize net operating income and owner's equity through sales generation and cost control procedures.

• Continuous evaluation and improvement of the operations. Monitor equipment maintenance regularly and escalate accordingly. Coordinate with housekeeping for adequate supply of robes, towels, spa guest amenities and assure the proper stocking of guest lockers.

• Responsible for spa environment including background music, hospitality F&B in the relaxation lounge and members sitting area, lighting levels and water feature.

• Monitor and maintain the cleanliness and orderliness of the facilities including ensuring facility/amenities are in proper working order. Promote and sell Spa approved products.

Qualifications:

High School Diploma or equivalent. Five (5) years prior spa management experience a plus.