Spa Director - Full Time Exempt

SUMMARY: Responsible for managing and supervising all areas of the Spa, including programs, services, hours of operation, facilities and staff. Coordinate the delivery of Spa services, including salon, skin care, massage, fitness, events, reservations, reception desk and locker room areas. As a Department Head, directs and works with the management team and hourly employees to successfully execute all spa operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.   EDUCATION and/or EXPERIENCE: Bachelor’s degree required and a minimum of 5 years Spa Management and Operational experience with at least 3 years as Director of Spa; or an equivalent combination of education and experience. Massage or Skincare license and/or certification are beneficial.   ESSENTIAL DUTIES AND RESPONSIBILITIES:  Full working knowledge of spa, salon, wellness programs, and products, preferably in a resort environment. Strong communication and supervisory skills. Proven leadership qualities. Computer literate and working knowledge of Spa software and Spa scheduling systems. Working knowledge of accounting processes, particularly payroll, budgeting, and revenue/expense management. Working knowledge and familiarity with Retail and Professional product controls and inventory. Interpret Financial Reports and provide expertise on (projected) Revenue vs. Expenses.  Project and maintain acceptable payroll commitments. 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 staff and guest scheduling for maximum revenue generation and profitability. Create annual operating and capital budget; manage monthly budget and forecasting process; monitor and adjust labor based on business needs. Develop Spa’s Marketing Strategy and ensure a consistent image is being portrayed. Be proactive in developing publicity opportunities and effectively dealing with media. Active participant in the Community (Chamber, County Leadership Institute, etc.). Active Member of ISPA and Committees within the organization. Develop and maintain Spa social media, i.e. Facebook, Instagram, Twitter, etc. Develop and maintain gracious and efficient front desk procedures. Maintain and update all necessary internal and external signage. Create ongoing in-house promotions and activities to stimulate sales, staff, and guests. Guide business decisions by staying on top of Spa industry trends. Maintain a strong menu of services with both exceptional artistic and aesthetic value. Maintain a strong relationship with the Members of the Pinehurst Resort, to include Member programs/events, etc. Consistently develop and grow retail sales through training, tools and monitoring. Ensure the Spa is always staged for maximum buyer impact. Anticipate, identify and ensure guest needs are being met in the best possible way. Monitor guest satisfaction with surveys, focus groups, and comment cards. Develop and deliver credibly, competitive value-plus service to the guest. Guide staff to become caring problem solvers, cooperative, accommodating and fair. Exhibit a professional attitude, diplomacy and an ability to handle difficult situations. Maintain fresh, effective programs to consistently retain and grow guest base. Develop and maintain compensation guidelines for guest complaint handling. Develop a Standard for effective recruiting, screening, interviewing and hiring. Develop and maintain internal staff retention programs. Implement ongoing skills training to ensure service standards are being upheld. Develop and monitor Job Descriptions and Staff Goals Planning. Ensure Staff maintains appropriate license, ensuring accuracy and compliance. Perform Staff Evaluation Reports with proposed action plans. Effectively administer and monitor Staff Scheduling procedures. Demonstrate an exceptional level of professionalism for the staff to emulate. Create a motivating environment of sincerity, warmth and fun for staff and guests. Ensure Negative Staff Behavior and Dismissal guidelines are followed through. Maintain an up-to-date version of the Spa Procedure Manual and ensure compliance. Develop and maintain Spa literature, documentation and process handling requirements. Attend Management meetings and convey all relevant information throughout the Spa. Hold regular staff meetings to keep staff up-to-date on all aspects of the Spa’s operation. Ensure equipment is maintained in good working order. Ensure all Employees are properly trained on Safety, Security and Emergency situations; this includes sanitation, inappropriate guest interactions, etc. 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.   SUPERVISORY RESPONSIBILITIES:  Manages supervisors who supervise various Employees of the Front Desk, Cosmetology and Massage.  Responsible for the overall direction, coordination, and evaluation of the employees.  Also directly supervises various non-supervisory Employees.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining Employees; addressing complaints and resolving.   PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing duties of this job, the employee is occasionally required to stand, walk, sit, and talk or hear.   WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually low.

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