Franchised Spa Director

Additional Information: This hotel is owned and operated by an independent franchisee, Urgo Hotels & Resorts. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

Job Description 

Major Responsibilities:

The Director of Spa is responsible for the leading and coordination of all spa guest-related services including the training, direction and development of the massage therapists, estheticians, nail technicians, front desk and host associates.  Additional responsibilities include the development and execution of or the spa marketing program, monitoring, and reviewing all staffing, scheduling, facility operations, supply procurement, revenue management, safety training, standard operating procedures, payroll management and guest service satisfaction.

Areas of Responsibilities

Guest Services

• Lead the efforts to provide spa guests the most enjoyable, relaxing and rejuvenating spa experience possible
• Anticipate, identify and ensure guest needs are being met consistently
• Monitor guest satisfaction through personal contact and via GSS and comment cards
• Develop and deliver credible, competitive, value-plus service to the guests
• Guide staff to ensure they meet all expectations and standards for the Spa brand
• 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
• Associate Recruiting and Retention
• Responsible for the recruiting, interviewing, hiring and development of spa associates 
• Develop and implement incentives to retain and motivate spa associates
• Implement ongoing skills training to ensure service standards are being upheld
• Develop and monitor associates performance and provide daily feedback and formal yearly assessment

Planning and Execution

• Perform associate yearly reviews with proposed action plans
• Effectively administer and monitor associate scheduling procedures
• Demonstrate an exceptional level of professionalism for the staff to emulate
• Create a motivating environment of sincerity, warmth and fun for the guests and associates
• Coach and counsel associates as needed to assist in their career development and to achieve the desired performance and behavior
• Comply with resort uniform and appearance standards

Marketing

• Develop Spa Marketing Strategy and ensure a consistent image is being portrayed
• Be proactive in developing publicity opportunities and effectively dealing with media
• 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

Financial

• Interpret Financial Reports and provide expertise on (forecast) revenue vs. expenses
• 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
• Implement full Spa product and service purchasing standards and ensure compliance.
• Administer associate and guest scheduling for maximum revenue generation and profitability

Operations

• Maintain an up-to-date version of the Spa Standard Operating Procedures Manual and ensure compliance
• Develop and maintain Spa literature, documentation and process handling requirements
• Attend Management meetings and convey all relevant information throughout Spa
• Hold regular staff meetings to keep staff up to date on all aspects of the Spas operation
• Ensure equipment is maintained in good working order
• Maintain professional relationships with suppliers and providers
• Minimize or eliminate losses through negligence with monitoring programs
• Implement a clearly-established opening and closing procedure
• Manage inventory effectively; follow purchasing standards; ensure compliance

Position Requirements

• Minimum of three-years experience in spa, retail, sales in a high-volume, guest focused environment
• Leadership experience is required along with prior budgetary experience and a proven track record of successfully meeting financial objectives
• Computer literate with excellent knowledge of Microsoft suite of products
• Degree in business, marketing or related field preferred will accept equivalent combination of education and experience

This company is an equal opportunity employer.

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