Hotel Spa & Retail Manager

Job Purpose:

Responsible for overseeing daily operations and Staff of the Casino Hotel Spa and Retail operations. Creates a positive and engaging work environment for team members and ensures department follows all applicable laws, regulations, rules, policies and procedures.

Job Duties And Responsibilities:

(Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)

• Maintains efficiency of Spa and Retail operations by scheduling and assigning duties to Retail Clerks and Spa team, reviewing and monitoring staff schedules to ensure adequate coverage, establishing high standards of hygiene and cleanliness, communicating pertinent departmental information to staff, monitoring staff activities and providing guidance and instruction as needed, addressing and resolving non-routine guest complaints, and identifying, anticipating, and resolving guest concerns following established procedures.
• Enhances Spa and Retail by ensuring competitiveness through researching current trends and analyzing customer preferences, creating and developing spa and retail promotions, collaborating with marketing staff to promote events and activities, design merchandise displays and visual presentations. Assigns duties and communicates pertinent departmental information to team.
• Provides service excellence by acknowledging and welcoming guests entering the gift shop and Spa, entering guest purchase information into the software system and/or point-of sale system, selling and up-selling products and services, and creating a clean, safe, inviting and relaxing environment, collecting and processing payment and returning applicable change following established procedures.
• Hires and develops team members by communicating staffing and advertisement requirements to Human Resources, scheduling, interviewing and hiring best qualified applicants, training team members, monitoring team member performance, conducting performance evaluations, providing counseling, training, and guidance as needed, and generating the appropriate transactions.
• Provides administrative support and manages the team by being responsible for the following: CCT, Recycler, ADT & Keywatcher access requests, Tip Pool allocation reports, RBS & Food Handler Certifications, Posting schedules, issuing missed punches and payroll corrections, Cash Handling P&Ps, Theft Audits, Guest disputes. Point of Sale System; Programming Menu Items, Set up of new menu item ranges- collaborates with Inventory Control, Cashier and Manager POS access, Accuracy of POS reporting, POS functions that align with IT, Finance, Payroll, Marketing, Tribal and GC.
  
  

Job Specifications:

Education and Experience:

Essential:

• Bachelor's Degree in Business Administration or related field or equivalent experience
• 4 years merchandising and sales experience
• 2 years customer service experience
• 2 years at a Resort Spa
• 21 years of age
  
  

Desirable:

• Gift Shop experience and working with vendors to create temporary pop-up retail shop
• Inventory experience
• Familiar with attending buying shows for Spa and Retail
• Casino Gift Shop, Resort Gift Shop, or hospitality experience
  
  

Essential:

Skills and Knowledge:

• Ability to communicate effectively in the English language
• Ability to apply knowledge and make sound judgments
• Ability to provide leadership and guidance to staff
• Ability to interact effectively with team members, guests and vendors
• Ability to maintain professionalism and composure
• Ability to read and complete forms and documents
• Ability to read, analyze and interpret inventory control programs and financial data
• Ability to understand and follow verbal directives and written directions
• Excellent record-keeping and organizational skills
• Ability to count cash and make change in a fast-paced environment
• Ability to recognize counterfeit monies
• Ability to perform simple mathematical calculations
• Excellent negotiation skills
• Ability to accept constructive criticism
• Ability to work in a smoking environment
  
  

Desirable:

• Multi-lingual
  
  

Supervisory/Managerial Accountability:

Direct: Retail Clerk, Spa Lead, Spa Attendant, Nail Technician, Esthetician, Massage Therapist, Spa Coordinator, Hair Stylist

Indirect: None