Assistant Director of Spa - Regent Santa Monica Beach

IHG • Santa Monica, CA

9d • $85,000 - $90,000

About The Position

As Assistant Director of Spa, you will provide guests with comprehensive and professional conduct. The Assistant Director of Spa must have excellent communication skills, problem-solving skills, and maintain a high level of customer service standards of a luxury Resort spa. Must be able to deal effectively with guests, while maintaining the highest level of professionalism at all times. Scheduling dependability and flexibility are a must. The ideal candidate will directly support with training, product inventory, payroll, scheduling, financial reporting, and spa operations at an optimal level in a five-star environment. Adhere to federal, state, and local regulations concerning OSHA, hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.

Reporting to the Director of Spa,
every day is different, you will:

Requirements

• Minimum of 2-year college Associate’s Degree preferred.
• Minimum of 3-5 years of Spa Manager/Supervisory experience.
• Must be able to stand for long periods of time.
• Must be polished, professional, and have a strong command of both written and verbal English.
• Must have a flexible schedule, including days, nights, weekends, and holidays.
• Prior experience with Book 4 Time, Booker and Spa Soft spa software preferred.
• Proficient in Microsoft Office suite (specifically Outlook, Word, Excel, and PowerPoint).
• Prior experience with Book 4 Time, Booker and Spa Soft spa software preferred.
• CPR and First Aid certified desirable.
• Must be organized, timely, and detail-oriented.
• Able to work varied shifts including holidays and weekends.

Responsibilities

• Understand and abide by Regent Spa policy and procedures.
• Provide guests with a thorough and knowledgeable understanding of spa services.
• Assist Spa Director in conducting performance evaluations for all staff.
• Maintain inventory levels by ensuring proper stock levels on retail and professional on hand and in rooms.
• Conduct daily treatment room checklist inspection noting inconsistencies and accuracies working alongside the Spa Director.
• Responsible for the day-to-day spa operation duties to include opening and closing, cash handling procedures and general facility maintenance.
• Assist Spa Director in ensuring all monthly sales goals are being achieved.
• Demonstrate respect, sensitivity and concern for guest’s needs and concerns with a professional and pleasant manner.
• Oversee and maintain safety, cleanliness, disinfection, sanitation, and maintenance standards.
• Ensure EP’s properly clean and sanitize products, rooms, tools and equipment, adhering to Regent and State Governing Boards requirements and guidelines.
• Ensure EP’s follow service rules and regulations under their license in the State.
• Ensure EP’s use all PPE and sanitation standards by Regent and the State Governing Body.
• Organize and distribute guest surveys.
• Manage all Front Desk incentives.
• Decisions of a broad nature are made in accordance with general policy and procedures.
• Train and ensure Front Desk staff deliver exceptional service, offering corrective counseling, when needed.
• Ensure Front Desk staff are monitored and informed of treatments, groups, and other promotions.
• Ensure all protocols are adhered to.
• Act as leader for Service Providers and work with Spa Director to enforce service standards, SOP’s, and conduct disciplinary actions, as needed.
• Assist Spa Director with Service Provider schedules, as needed.
• Assist Spa Director in ensuring that technician licenses are up to date and renewed, as needed.
• Provide communication channel from Spa Management to their team.
• Assist with scheduling and rotation of duties.
• Communicates any maintenance/general cleanliness issues to Spa Manager on Duty.
• Provide spa guests with a tour of spa facilities, when needed.
• Interact cooperatively with, and with consideration towards, guest and co-workers.
• Anticipate guest’s needs and adhere to Regent standards for guest service, including FORBES 5 Star Standards.
• Diffuse guest challenges and communicates guest problems or complaints to the Spa Manager on Duty in a timely fashion.
• Responsible for quarterly meetings of their department.
• Assist the Spa Director in Forbes-related training for all Spa staff.
• Assist in creating treatment protocols, training manuals and training schedule alongside team leaders of each department.
• Hire and train all technical staff on Corporate/Brand/Hotel/Resort standards.
• Assist the Spa Supervisor in training new staff on standards, software procedures, and customer service problem resolution techniques.
• Prepares payroll and transmits to accounting.
• Manage personnel under own supervision including hiring, guiding, directing, developing, training, counseling, disciplining and evaluating.
• Provide leadership to the all team leaders in each department.
• Provides regular communication of company information, functions, benefits, events, etc. with Spa staff on regular basis.
• Conducts consistently (on monthly basis) mandatory staff meetings.
• Ability to work with the Spa Director and the Director of Finance to control payroll and expenses.
• Ability to keep accurate and up-to-date records and statistics on the Spa.
• Knowledge of the financial side of Spa Management: understanding P&L Reports and budgeting, sales and marketing knowledge and understanding, sales reports of sales and retail products, as well as of Spa employees.
• Enter customer problems/issues in the access database.
• Prepare monthly return to vendor report.
• On a daily basis prepare check-out/closing report.
• Ensure that established service levels are consistently achieved in compliance with Hotel/Resort standards and 5 Star criteria. Guest service is expected to exceed and outperform all comp Spas in the area.
• Effectively deals with customers’ issues and complaints.
• Monitor and document all customer complaints/issues by completing customer complaint form.

Benefits

• We offer a comprehensive package of benefits including paid time-off, wellness and sick time, medical/dental/vision insurance, 401k plan, complimentary parking, employee cafeteria meals, and many other benefits to eligible colleagues.
• Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people.
• Most importantly, we'll give you the room to be yourself.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree