Spa Manager

As a member of our hospitality team, the primary responsibility of a Spa Manager is to provide effective leadership and coordination to associates delivering hotel spa services and achieving the operating budget.

This role works closely with the Spa Director to manage the day-to-day operations of the spa, with a focus on maintaining high-quality standards and delivering exceptional guest experiences.

This role is responsible for evaluating new products and enhancements to stay competitive in the market and make informed decisions to optimize revenue and control costs.

Actively seeking feedback from guests, and continuously striving to help the spa maintain its position as a top destination for relaxation and rejuvenation.

• Assist the Spa Director in effectively managing the day-to-day operations of the spa, ensuring smooth and efficient functioning.
• Take on the responsibilities of the Spa Director in their absence, ensuring continuity and seamless operations.
• Support the Spa Director in conducting retail product research, selecting and purchasing products, and creating appealing product displays.
• Manage supplies and equipment inventories within budget constraints, ensuring all associates have the necessary supplies, equipment, and uniforms.
• Maintain and oversee the maintenance of spa equipment to ensure they are in good condition and receive regular upkeep, including steamers, electronic massage, and facial tables, soaking tubs, pedicure chairs, magnifying mirrors, towel cabbies, nail dryers, UV sterilizers, etc.
• Uphold cleanliness standards in the spa and related areas, ensuring a pristine and inviting environment for guests.
• Evaluate new products and enhancements to stay competitive in the market and provide the best offerings to guests.
• Support and supervise associate incentive programs, encouraging upselling and providing incentives for retail sales.
• Prioritize the safety and security of both guests and associates within the spa areas.
• Lead by example in delivering exceptional guest service, fostering positive guest relations, and handling any guest issues or complaints effectively.
• Empower associates to provide excellent customer service by establishing clear expectations and parameters.
• Observe and provide feedback to associates on their service behaviors, striving for continuous improvement in service performance.
• Review comment cards and guest satisfaction results with associates, actively participating in the development and implementation of corrective action plans.
• Assist in the interviewing and hiring process of spa associate team members, ensuring the selection of individuals with the appropriate skills.
• Support a comprehensive departmental orientation program to provide new hires with the necessary training for successful job performance, including cross-training to support daily operations.
• Utilize available on-the-job training tools and supervise ongoing training initiatives for associates.
• Communicate performance expectations by job descriptions for each position and provide feedback as needed.
• Foster open and collaborative relationships with associates, promoting a positive and supportive team environment.
• Actively seek associate feedback, maintain an open-door policy, and address any problems or concerns promptly, escalating issues when necessary.
• Participate in associate progressive discipline procedures, ensuring consistent and fair application of hotel policies and completion of documentation according to standard procedures.
• Maintain regular and ongoing communication with associates, aligning them with business objectives, setting expectations, recognizing performance, and driving desired results.
• Assist the Spa Director in managing department sales performance against budgeted goals, and implementing strategies to optimize sales.
• Train staff on effective upselling techniques for spa services and retail products.
• Work closely with the Spa Director in pricing services and retail merchandise to maximize revenue and remain competitive.
• Support sales efforts and special services targeting groups, participating in outside sales calls as needed.
• Manage spa promotions, including gifting programs, gift with purchase, co-op marketing efforts, and holiday events to drive sales and enhance guest experiences.
• Demonstrate comprehension of budgets, operating statements, and payroll progress reports as needed to assist in the financial management of the department.
• Adjust staffing and services based on customer demand and budget expectations, optimizing resource allocation.
• Participate in managing controllable expenses of the department, striving to achieve or exceed budgeted goals.
• Recognize the impact of the department's operations on overall hotel financial goals and objectives, striving to achieve or exceed budgeted goals.
30+ days ago