Spa Operations Manager

The Lodge at Woodloch has a philosophy of personal awakening, allowing guests to discover or reunite with stress-relieving outlets that benefit them long after they leave. The common denominator in each life-changing event at The Lodge at Woodloch is YOU. Each department requires different skills and knowledge that come together to make The Lodge at Woodloch an award-winning wellness retreat. Because of the amazing team, and the impact they have on guests, The Lodge at Woodloch has been honored with awards recognizing them within the Top 10 Wellness Resorts in the World time and time again!

We are so lucky to be part of the Woodloch family of resorts. The “Woodloch Way” is a term we use to showcase our dedication to hospitality and to each and every one of our staff (family) members. We’ve created a place where we can work hard, be creative and have our voices heard.

GENERAL PURPOSE OF JOB

The Spa Operations Manager will oversee all aspects of the Spa Concierge and Spa Retreat Departments. Outstanding guest service skills and attention to detail are required at all times as this position serves as a role model for concierge/retreat staff. Excellent communication, listening, and computer skills are essential. As well as strong leadership abilities that will allow for employee mentorship/growth as well as coaching and counseling of employees. Guest recovery is also a function of this role and requires a high level of empathy and understanding.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Oversee and monitor all facets of spa concierge and spa retreat operations.

• Have the ability to perform all aspects of the spa concierge and spa attendant positions.

• Hire, train, supervise and evaluate the spa concierge, spa attendant, and supervisory staff.

• Supervise the daily operation of appointments scheduling, guest reception, and guest retreat areas.

• Ensure that all spa concierge and spa attendants provide appropriate and consistent levels of guest service and hospitality while addressing inconsistencies and/or lack of service on a regular basis.

• Monitor guest requests to keep Spa Director and Treatments Manager informed daily concerning treatment provider scheduling requirements.

• Works with in-house Sales Coordinator and Group Sales staff from sister resort to coordinate and schedule all group reservations.

• Oversee the preparation of weekly work schedules for spa concierge and spa attendant staff.

• Ensure that all shifts are covered. If supervisors are not available to cover call outs it will be the Spa Operations Manager's responsibility to cover shifts.

• Process payroll for spa concierge and spa attendant staff.

• Participate in development of Standard Operating Procedures for spa concierge and spa attendant tasks.

• Supervise on-going staff training for spa concierge and spa attendants.

• Maintain a thorough knowledge of spa programs, offerings, products and facilities, and ensure that spa concierge and spa attendants are similarly well-informed.

• Maintain a thorough knowledge of resort programs, offerings, activities and facilities, and ensure that spa concierge and spa attendants have a thorough knowledge of the same.

• Conduct regular, formal staff meetings for purposes of informing, training and inspiring spa concierge and spa attendant staff.

• Train spa concierge and spa attendant staff in developing and maintaining effective guest relations and hospitality.

• Serve as role model for phone etiquette and proper guest interaction.

• Train spa concierge regarding description, purpose and proper sequence of treatments.

• Train spa concierge and spa attendant staff in giving spa tours.

• Conduct tours of spa facilities for group coordinators and VIPs.

• Attend and participate in regular staff meetings and management meetings as directed by Spa Director

• Monitor and maintain the cleanliness and orderliness of the reception and retreat facilities.

• Oversee ordering of equipment and supplies, and maintain inventory control for reception and retreat areas.

• Coordinate with sales/public relations/marketing and other hotel departments for VIP guest needs, group requirements, etc.

• Recommend special projects/promotions, and execute them as directed by Spa Director.

• Anticipate potential problems and keep the Spa Director informed about guest problems or complaints.

• Participate in development of Job Descriptions for spa concierge and spa attendants with Spa Director.

• Performs any other tasks as assigned by Management.

ESSENTIAL QUALITIES

• Friendly attitude.

• High energy.

• Sense of honesty and integrity.

• Customer service driven.

• Reliable team member.

SCHEDULE REQUIREMENTS

Must be able to work all shifts and have a flexible schedule.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s degree preferred; 3-5 years’ experience in supervising an appointments/reception staff in a four-or-five star level resort preferred. Supervisory experience in high-quality, luxury-orientated resort spa, destination spa facility or high-end club. Experience in managing at least 10 people.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.

MATHEMATICAL SKILLS

Ability to perform operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

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.

While performing the duties of this job, the employee is regularly required to; sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. They are sometimes required to stand for long hours, walk, climb or balance, stoop, kneel, crouch, or crawl and taste or smell. It is also required that the employee be able to lift, turn, or exert force more than 30 pounds.

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.

Working at this job, the employee must deal with a moderate to loud noise level.