Director of Spa

Grow with us...

Life at SH is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

Our spa is our guests’ definitive retreat, a place to unwind and recharge and simply be, which means that we do everything and more to ensure that each experience at our spa is sublime.
We are currently searching for a highly motivated and exuberant Director of Spa and Retail to lead the team, providing individual support and direction when necessary. Most important, we’re looking for the kind of unflappable, confident individual who we can consistently rely upon to keep our spa completely serene, from on-time appointments to special requests from our guests, consistently striving to provide a world-class, luxury spa experience.
Inside Tip: If you've ever worked in a luxury spa environment and are known to be a leader second-to-none, we'd love to learn more about you.

About you...
Passionate about hospitality, spas and guest service with a minimum of 3 years of experience in the role within the luxury market.
A post-secondary diploma or degree would be a plus.
Advanced knowledgeable of spa operations, a strong leader and a proven track record in guest and team member engagement and financial performance.
Excels at communication, both verbal and written.
Is flexible and willing to meet the demands of a 24-hour operation.

The Director of Spa and Spa retail is responsible for achieving revenue goals set to achieve the financial, business and marketing objectives of 1 Hotel. This is accomplished by developing a strategic and measurable marketing plan to prospect for potential clients within the local community, in-house guests in addition to maintaining existing relationships with an established client base. Works closely with Revenue Management, Sales, Catering, and Finance and Bamford. Provide leadership to ensure the spa operations are keeping with the highest quality of service and facilities. Manage relationships with team members, independent contractors and key partners effectively.

Requirements are representative of the minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities of aptitudes to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

Individuals need to have a professional appearance and warm, accommodating, confident, enthusiastic, motivating personality. Due to the nature of the hospitality industry, employees are required to work varying schedules, including weekends and holidays, to accommodate the business and demands of the hotel. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Oversee the Spa Program
  • Develop sales strategy to solicit and further develop existing client base
  • Develop sales strategy to prospect and uncover new business within local market and in house guests.
  • Monitors and benchmark other spas to gain ongoing market knowledge of the competitive set
  • Promotes awareness and positive image of the hotel both internally and externally
  • Maintains accurate and clean account database; inputs all opportunities into the system on a timely basis
  • Conducts tour of the spa and coordinates on-site client inspections to showcase all spa services and amenities
  • Travels to attend trade shows/events
  • Assists the Area Director of Sales and Marketing and Area Director of Sales with the development of the marketing plan and budget for the spa.
  • Works varying schedules to reflect business needs of the spa
  • Supervises team members to ensure completion of daily tasks and assists with further development of their potential
  • Participates in all relevant meetings including operations, forecast, daily business revenue, and weekly revenue and sales meetings
  • Conducts quarterly site visits to competitor hotels and report on opportunities and advantages
  • Establishes a relationship with all the departments of the hotel to ensure smooth operation and servicing of clients
  • Participates in strategic market review meetings with Hotel Manager and Area Director of Sales to ensure revenue and financial targets are being met
  • Professionally manages any conflicts or challenges from internal or external clients
  • Performs administrative duties as required including expense reports, and vacation/sick day requests
  • Participates in team brainstorming to exceed hotel financial and business goals
  • Assists in preparing, implementing and compiling data for the strategic sales plan, monthly reports, annual goals, forecasts and other reports as directed/required
  • Develops and/or maintains and improves business relations with all customers and clients
  • Conducts persuasive oral sales presentations to clients to effectively sell and represent the hotel
  • Assists with the development and implementation of sales promotions
  • Professionally represents the hotel brand in the community and other industry organizations and events
  • Interviews, trains, create performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate within the collective bargaining agreement
  • Promotes the brand at every opportunity and leads by example through the values of the company
  • Performs any other job-related duties as required and requested
  • Oversee daily management and operations
  • Perform, train and ensure staff is scheduling, romancing, and up selling services/product to guests for maximum profit
  • Organize and help conduct Bamford protocol and product training
  • Utilize operating systems to facilitate guest requests, generate reports for hotels, employees and Bamford
  • Responsible for always maintaining spa standards through employees and management
  • Working with the Assistant Director and Spa Manager to delegate the responsibility of conducting and attending monthly/weekly/daily department/lead meetings
  • Ability to cross train in various departments for overall understanding of the operations and providing ultimate guest experience
  • Follow, support, implement and ensure the service standards are always set by 1 Hotel and Bamford
  • Motivate and train staff to create excellence
  • Grow staff for future management growth
  • Work cohesively with other departments and co-workers as part of a team.
  • Payroll management skills
  • Revenue and expense management
  • Must be able to cross-provide service of staff including Spa Coordinator, Spa Supervisor, and Attendant
  • Oversee and conduct Retail purchasing and inventory
  • Follow, create, establish and ensure budgetary and financial guidelines
  • Ability to recognize missed opportunities and state new policies/procedures to maximize profit
  • Proactively seek to provide luxury service ensuring guest satisfaction.
  • Maintain complete knowledge of all hotel and spa features, services, and hours of operation.
  • Maintain complete knowledge, comply and ensure hotel and spa policies and procedures
  • Maintain complete knowledge of the spa product
  • Performs any other job-related duties as required and requested

REPORTING RELATIONSHIPS

Reports to the Hotel Manager

QUALIFICATIONS & SKILLS

REQUIRED:

• Minimum high school diploma • 3-5 years’ experience in the role in luxury market

• Proof of previous marketing, revenue and sales success
• Ability to effectively listen and communicate with internal and external customers and staff in all situations
• Familiarity with Book4Time or similar system.

PREFERRED

• 4-year college or university degree
• Certifications in massage therapy, aesthetician, program and other spa related services.

About us...

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a misson-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, SH Hotels & Resorts is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

SH Hotels and Resorts is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.

SH Hotels & Resorts is an Equal Opportunity Employer