Spa Guest Experience Manager

Company Description

Picture a shimmering oasis overlooking the Sonoran Desert and the McDowell mountains - Fairmont Scottsdale Princess offers luxury and world class hospitality with over 300,000 square feet of meeting space.  This award-winning meetings resort has 750 guest rooms, five award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. The Fairmont Scottsdale Princess was recently recognized with the AAA Five Diamond rating for over 30 years, making it one of the longest running AAA Five Diamond Resorts in the America’s. The only thing missing is you!

Job Description

The Well & Being Guest Experience Manager as guided by the Assistant Spa Director, will establish, measure and maintain the luxury five-diamond standards of the guest experience by managing the front desk and reservations, to create exceptional service for all members and guests of the spa

Reporting to the Assistant Spa Director, responsibilities and essential job functions include but are not limited to the following:

• Establish 5 Diamond service standards, training, and oversight for the Experience Coordinator team, focusing on professional, engaging, and friendly service.
• Oversee the Spa Reservations Supervisor and Spa Facility Supervisor, providing leadership and support to ensure operational excellence, guest satisfaction, and alignment with luxury service standards. Both will report directly to you.
• Monitor and coach all team members on reservation calls, front desk service, and customer engagement.
• Encourage and support positive staff behavior and provide effective direction.
• Support the Assistant Spa Director with performance evaluations and monitor compliance with Fairmont employee standards and policies.
• Ensure all labor standards are in line with company policies and operational needs.
• Provide constant and open communication of all new services, VIPs, and upcoming events to all team members of the spa.
• Perform MOD opening and closing shifts as scheduled, proactively addressing guest concerns and operational needs.
• Manage & assist front desk with reports, reservations call abandonment, Sisley retail, and scheduling.
• Attend daily, weekly, and monthly meetings as scheduled.
• Serve as a member of the Spa Leadership Team.
• Drive an exceptional spa guest experience by implementing elevated training materials and conducting daily audits of guest and front desk interactions.
• Partner with the Assistant Spa Director with the continuous enhancement of the Sisley Spa guest journey, ensuring luxury service standards and innovative offerings.
• Manage VIP experiences, guest recovery initiatives, and high-touch bookings, ensuring flawless execution and personalized service.
• Lead and facilitate quarterly staff meetings to align the team with business objectives, service excellence, and performance goals.
• Partner with the Assistant Spa Director for the training and onboarding of Sisley Spa Attaches & spa coordinators, ensuring they embody brand standards and deliver an exceptional guest experience.
• Manage department-wide payroll processing with precision and compliance.
• Oversee office supply inventory control and procurement, managing all Sisley retail product orders to maintain optimal stock levels while cultivating relationships with our retail leadership team, coordinating training opportunities for the front-end team.
• Partner with the Spa Director and Assistant Spa Director to align guest experience and revenue strategies while collaborating with the Facility Supervisor and engineering team to maintain a seamless and luxurious spa environment.
• Respond to and address all guest reviews, ensuring concerns are handled with professionalism and a commitment to service excellence.
• Assist, support and work the desk and phones as needed and for audits
• Other duties as assigned.

Qualifications

• 2-3 years of relevant experience required
• Good communication skills, Bilingual a plus
• Committed to delivering a high level of customer service
• Flexibility to respond to a range of different work situations
• Able to work weekends, nights, and all holidays as per scheduling needs
• Ability to work on your own or in team

Additional Information

Your team and working environment:
A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

Our commitment to Diversity & Inclusion: 
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS