What are the responsibilities and job description for the Spa - Spa Director position at The Meritage Resort & Spa?
POSITION SUMMARY
Responsible for providing strategic direction and managing the entire Spa, fitness, pool and related recreation areas to ensure smooth operation of all systems and services required to meet Company standards to provide outstanding guest service and financial profitability. Builds and manages teams effectively.
DUTIES & RESPONSIBILITIES
Primary Responsibilities/Essential Functions:
1. Provides overall strategic direction and daily oversight for all aspects of Spa and Spa operations, including being accountable for the financial results, guest satisfaction, and overall performance of the department.
2. Manages subordinate managers/supervisors in all spa, fitness and other spa operations areas. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Responsible for planning department goals and directing team members to achieve results. Creates a work environment that promotes positivity, teamwork, performance feedback, recognition, mutual
respect, and team member satisfaction, while creating a culture of excellence in which all team members strive for maximum performance levels. Ensures staff receives any required training or attends mandatory meetings.
3. Coordinates and attends sales blitzes in the community to market the Spa services and increase visibility. Visits local businesses, universities, health related companies, hotels without spas, wellness organizations, etc. to introduce the spa and its services. Partners with appropriate Sales staff (i.e. by joining them on sales calls) to generate new or additional business.
4. Prepares annual budget. Achieves budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and takes action based on that information to maximize profitability.
5. Maximizes profitability by optimizing spa prices and service selection. Assists in developing and implementing new spa services, pricing, marketing strategies and programs.
6. Ensures guests receive outstanding, consistent, exceptional service by circulating through each area of responsibility. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints.
7. Ensures all spa, pool and fitness areas are clean and properly set up. Maintains sufficient inventory of supplies and equipment and orders as needed. Participates in weekly/monthly inventories. Ensures facilities and equipment are properly maintained.
8. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met.
9. Ensures department follows all standard sanitation and health department guidelines.
10. Follows all safety policies and procedures. Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
11. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions:
1. Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy.
2. Approves leave and time away from work within company policy.
3. Responds to guest inquiries and coordinates special arrangements and requests.
4. Resolves guest complaints within scope of authority, otherwise refers the matter to upper management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
5. Ensures that minors and intoxicated persons are not served alcoholic beverages. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.
QUALIFICATIONS (relevant experience, education and training):
1. High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s degree in Hospitality Management desired.
2. Five or more years of related and progressive luxury spa management experience. Strong knowledge of spa operations and working knowledge of general health and sanitation codes required.
3. Possess solid knowledge of luxury spa management, hotel service standards, guest relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction. Ability to design, develop, and implement new concepts in keeping with current trends.
4. Ability to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria.
5. Completes required training as scheduled.
6. Must have a valid CPR certificate or willingness and ability to obtain one within 30 days of employment.
7. Ability to monitor labor as required by anticipating business activity while ensuring positions are staffed when and as needed and labor cost objectives are met. Ability to analyze budgets, overtime reports, FTE reports and financial reports.
8. Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
9. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult
guest, during busy activity periods or in an emergency situation.
10. Requires working knowledge of MS Office applications and ability to learn and use telephone and computer systems used at the hotel. Ability to create, manage, and balance departmental budgets.
11. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
12. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, guests and the general public. Must be able to speak, read, write and understand English to communicate with management, team members and guests.
13. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
14. Must maintain a clean appearance and professional demeanor.
Special Skills & Abilities/Mental and Physical Demands:
While performing the duties of the job the team member regularly stands and walks for sustained periods of time. Works at a quick pace, maneuvering between functions occurring simultaneously. The team member regularly grasps objects. The team member frequently feels the temperature of objects such as saunas, water, supplies and equipment used in the Spa. The team member regularly reaches by extending hand(s) and arm(s) in any direction while performing other essential functions of the job. The team member frequently talks and hears voices when communicating with guests and staff. Many aromas and smells are present in the spa and fitness areas. Lifting is occasionally required to move supplies or equipment. Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move items. The team member is required to have close visual acuity to operate a computer. The team member is required to have visual acuity to determine the accuracy, neatness, and cleanliness of the work areas.
Responsible for providing strategic direction and managing the entire Spa, fitness, pool and related recreation areas to ensure smooth operation of all systems and services required to meet Company standards to provide outstanding guest service and financial profitability. Builds and manages teams effectively.
DUTIES & RESPONSIBILITIES
Primary Responsibilities/Essential Functions:
1. Provides overall strategic direction and daily oversight for all aspects of Spa and Spa operations, including being accountable for the financial results, guest satisfaction, and overall performance of the department.
2. Manages subordinate managers/supervisors in all spa, fitness and other spa operations areas. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Responsible for planning department goals and directing team members to achieve results. Creates a work environment that promotes positivity, teamwork, performance feedback, recognition, mutual
respect, and team member satisfaction, while creating a culture of excellence in which all team members strive for maximum performance levels. Ensures staff receives any required training or attends mandatory meetings.
3. Coordinates and attends sales blitzes in the community to market the Spa services and increase visibility. Visits local businesses, universities, health related companies, hotels without spas, wellness organizations, etc. to introduce the spa and its services. Partners with appropriate Sales staff (i.e. by joining them on sales calls) to generate new or additional business.
4. Prepares annual budget. Achieves budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and takes action based on that information to maximize profitability.
5. Maximizes profitability by optimizing spa prices and service selection. Assists in developing and implementing new spa services, pricing, marketing strategies and programs.
6. Ensures guests receive outstanding, consistent, exceptional service by circulating through each area of responsibility. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints.
7. Ensures all spa, pool and fitness areas are clean and properly set up. Maintains sufficient inventory of supplies and equipment and orders as needed. Participates in weekly/monthly inventories. Ensures facilities and equipment are properly maintained.
8. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met.
9. Ensures department follows all standard sanitation and health department guidelines.
10. Follows all safety policies and procedures. Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
11. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions:
1. Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy.
2. Approves leave and time away from work within company policy.
3. Responds to guest inquiries and coordinates special arrangements and requests.
4. Resolves guest complaints within scope of authority, otherwise refers the matter to upper management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
5. Ensures that minors and intoxicated persons are not served alcoholic beverages. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.
QUALIFICATIONS (relevant experience, education and training):
1. High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s degree in Hospitality Management desired.
2. Five or more years of related and progressive luxury spa management experience. Strong knowledge of spa operations and working knowledge of general health and sanitation codes required.
3. Possess solid knowledge of luxury spa management, hotel service standards, guest relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction. Ability to design, develop, and implement new concepts in keeping with current trends.
4. Ability to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria.
5. Completes required training as scheduled.
6. Must have a valid CPR certificate or willingness and ability to obtain one within 30 days of employment.
7. Ability to monitor labor as required by anticipating business activity while ensuring positions are staffed when and as needed and labor cost objectives are met. Ability to analyze budgets, overtime reports, FTE reports and financial reports.
8. Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
9. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult
guest, during busy activity periods or in an emergency situation.
10. Requires working knowledge of MS Office applications and ability to learn and use telephone and computer systems used at the hotel. Ability to create, manage, and balance departmental budgets.
11. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
12. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, guests and the general public. Must be able to speak, read, write and understand English to communicate with management, team members and guests.
13. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
14. Must maintain a clean appearance and professional demeanor.
Special Skills & Abilities/Mental and Physical Demands:
While performing the duties of the job the team member regularly stands and walks for sustained periods of time. Works at a quick pace, maneuvering between functions occurring simultaneously. The team member regularly grasps objects. The team member frequently feels the temperature of objects such as saunas, water, supplies and equipment used in the Spa. The team member regularly reaches by extending hand(s) and arm(s) in any direction while performing other essential functions of the job. The team member frequently talks and hears voices when communicating with guests and staff. Many aromas and smells are present in the spa and fitness areas. Lifting is occasionally required to move supplies or equipment. Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move items. The team member is required to have close visual acuity to operate a computer. The team member is required to have visual acuity to determine the accuracy, neatness, and cleanliness of the work areas.
