Director of Spa

EQX Hotel Management LLC•New York, NY

About The Position

Provides strategic direction and is responsible for the overall operation of the Spa. Responsibilities include, but are not limited to, budget, staffing, hiring, training, maintaining brand standards, financial controls and guest relations.

Requirements

Ability to satisfactorily communicate in English with guests, co-workers, and management to their understanding.
Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
Punctuality and regular and reliable attendance.
Interpersonal skills and the ability to work well with co-workers and the public.
Ability to work a flexible schedule (AM, PM, Weekends & Holidays).
Demonstrate previous spa concierge and/or other spa work experience and strong work ethic and reliability.
Demonstrate strong customer service and/or sales experience and/or ability to promote and sell services and products.
Demonstrate energy and enthusiasm, motivation and motivational ability.
Demonstrate professional manner, oral and written communication, discretion, and appearance.
Demonstrate the ability to successfully collaborate, cooperate, and contribute to the organization and to colleagues.

Nice To Haves

Three to five years’ experience in a Spa managerial role.
Bachelor's Degree preferred
Deep knowledge of Spa operations, services and products.
Ability to effectively handle multiple demands and challenging guest relations issues.
Basic financial skills, including budget, forecast and labor projections.
Ability to interpret and utilize basic business data.
Ability to communicate verbally and in writing to guests, employees and fellow managers.
Familiarity with Hospitality Management Solution (HMS), Excel, Word and Power Point.
Ability to read, write and speak English.
Travel required: Up to 10%
No set hours; scheduled days and hours will vary based on business need.

Responsibilities

Directs activities of staff, including the Spa Operations Manager(s), Concierges, Therapists, Aestheticians and Attendants. Conducts performance evaluations and implements disciplinary actions as required.
Creates and monitors the department budget, advising the Director of Finance of any discrepancies or deviations. Ensures all business objectives and sales goals are met.
Reviews and manages department schedules to ensure staff is supported and business needs are being met.
Ensures coordination of Spa appointments, including those requiring special attention, returning guests and groups.
Creates promotional campaigns to raise awareness and visibility of the Spa within the hotel and the local community.
Manages vendor relationships, communication and product procurement.
Oversees and directs the product retailing operations at the Spa.
Ensures Spa sanitation codes and health department standards are consistently met, including facilities, equipment and supplies.
Ensures compliance with all financial and credit procedures and controls, including cash handling.
Effectively establishes systems and processes to handle guest requests, concerns and complaints, ensuring timely and appropriate resolutions.
Takes prompt action in all matters related to the safety, security, well-being and satisfaction of hotel guests and employees. Responds swiftly and effectively in any emergency or safety-related situation.
Attends all required leadership meetings as determined by the General Manager.
Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
Works harmoniously and professionally with co-workers and supervisors.
May be assigned other duties at the discretion of management.
Maintain knowledge of current trends in the spa industry, with a complete understanding of the latest treatment modalities, product lines, retail, and equipment.
Supervise spa reservations to ensure maximum yield and labor efficiency.
Oversee all incoming transactions for quality control.
Evaluate complex situations and make decisions which result in positive outcomes for the company, the customer and the employees.
Maintain, review and respond to daily communication log.
Review all upcoming appointments and treatments.
Update entire team with additions or changes to protocols and procedures.
Attend all staff meetings, product and treatment education classes.
Manage multiple projects with day-to-day operations
Report and resolve any malfunctions in equipment and initiate repairs.
Evaluate time keeping and transaction reports to accurately process payroll, correcting any transaction errors on employee payroll reports.
Ensure that public and private areas are in impeccable physical condition and well maintained.
Provide constructive feedback to staff to promote a positive work environment, conduct disciplinary procedures when necessary, ensuring all paperwork is completed on time and accurately.
Maintain and record in the employee performance log.
Create and implement company SOPs
Conduct training for the front of house staff and ensure that all employees have the necessary skills to perform their assigned duties.
Ensure that the standards of all services and operations performed are as set in the spa training manual.
Attend training sessions that pertain to guest services whenever required to regularly deliver updated operations knowledge to the team.
Host monthly front of house meetings to provide operational feedback and update staff on upcoming promotions or changes in operations.
In conjunction with the Assistant Spa Director & Assistant Spa Manager, implement effective follow up measures to ensure efficiency and optimal staff performance.
Proactively schedule, supervise, and conduct employee new-hire and on-going training programs.
Present and review retail and service performance numbers to the on a daily basis.
Review analysis of data pertaining to financial business performance on a weekly basis.
Establish and maintain retail targets as a percentage of revenues.
Assist the retail store with sales, promotions, and merchandising to generate revenue.
Assist the with preparation of incentives for the front of house team.
Oversee daily front of house operations of the spa facility with emphasis on guest services, sanitation, safety, staffing guidance, and support to ensure maximum operational efficiencies.
Review spa occupancy forecasts and all weekly spa schedules anticipating appropriate staff levels.
Ensure that inventories are conducted regularly and accurately for all retail and front of house items.
Assign job tasks to Concierge as suited to their position and ability.
Interview, hire, train, supervise, and evaluate performance of the Concierge team.
Review all incoming groups and VIP’s and communicate to each department.
Work with the Assistant Spa Director & Spa Manager to establish initiatives in regard to human capital, marketing, and sales.
Evaluate operations and procedures and present improvements for approval.