Spa Manager

Description

Position Summary

The Spa Sales Manager serves as an ambassador to the spa, representing all of its services to the guests, and to the various departments on property. The position is responsible for managing the Spa Concierge and Spa Attendant team; and assisting in supervising all areas of Spa & Salon, including its services and facilities to ensure the delivery of superior guest service as defined by the Biltmore Spa & Salon. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

• Oversees the Spa Concierge and Spa Attendant Team and the respective leads for the department.
• Recruits, interviews, trains, counsels, coaches and disciplines the team.
• Maintains a professional leadership style and mentors the team.
• Solves staff concerns in a timely manner, referring the situation to the director if needed.
• Conducts staff member performance appraisals in a timely manner per the guidelines and timeline dictated by Human Resources.
• Prepares, monitors, controls and makes recommendations for payroll for the Spa Concierge and Spa Attendant teams- in conjunction with the Director of Spa.
• Keeps a constant eye on business levels and adjusts staffing levels as needed.
• Oversees payroll, time sheets, scheduling, and staff member payroll issues.
• Works closely with accounting management and Cashier to ensure proper procedures and disciplinary actions are being followed per the bank guidelines.
• Performs and/or assigns any reasonably related duties to ensure guest satisfaction, and the smooth operation of the Spa in accordance with Biltmore and Leading Hotel Standards.
• Consistently offers professional, knowledgeable, friendly and engaging service.
• Resolves guest problems or complaints as needed according to guest problem resolution policy.
• Provides “critical eye” perspective to Spa facilities (i.e. cleanliness, repairs, etc.)
• Ensuring the facility is impeccably neat and clean.
• Develops strong relationships with all departments within Spa to communicate/resolve issues.
• Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to appropriate personnel as needed.
• Participates in the Spa MOD program to provide management presence.
• Respond to issues that arise in the absence of the Spa Director or other supervisors.
• Alongside the Director of Spa, responsible for maximizing the departmental revenues.
• Representing the spa department at precon meetings, FAMs, and site visits and follows through on all prospective business.
• Attends departmental meetings within the hotel in order to further educate and sell the spa – Concierge, Front Desk, Guest Services, Conference Services, Sales
• Meets with group meeting planners to determine how spa can fit into their program, shows the spa facility, answer questions/inquiries and works with the Director of Spa to customize spa programs for groups.
• Serve as primary contact for Spa groups, and work alongside the Spa Supervisor to ensure all group bookings are accurate.
• Coordinates contests and/or incentives for the spa team in collaboration with the Director of Spa and vendor partners.
• Oversees the ordering of all departmental supplies and inventory control for all guest services supplies and the Front Desk area in accordance with par levels and budgets.

Requirements

Experience and Education Required

• Education
• High School Diploma is required.
• Experience
• Minimum of three years’ experience in a luxury and/or resort spa is required.
• Must possess excellent communication, organizational, and business skills.
• Must possess 2-3 years management experience, preferably at a spa and/or resort.
• Must demonstrate a professional, effective demeanor and maintain standards of excellence in guest service.
• Must display the ability to work with a variety of people, remain calm and professional during stressful situations, must be able to analyze and resolve guest and/or staff-related problems.

Skills Required

• Must be able to:
• Speak, read, write and understand the English language.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using sound judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
• Makes decisions in a timely manner
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

Licenses or Certifications

• N/A

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.