Manager - Spa

Hard Rock International•Bristol, VA

About The Position

The Spa Manager is responsible for directing and overseeing all day-to-day operations of the Rock Spa®, Pool Deck, and Body Rock® fitness center. The Spa Manager ensures guests enjoy a relaxing, positive, and enjoyable spa and pool experience. This position is also responsible for supervising and coordinating execution of spa services, including massage therapy, esthetics, and other services. The Spa Manager develops and maintains a clearly defined plan for success of the spa and pool including goals and creative strategies. Relocation available for this manager level position.

Requirements

High School Diploma or equivalent is required, along with three (3) to five (5) years of guest service/guest relations experience or an equivalent combination of education and experience.
Prior supervisory experience of at least three (3) years required, along with prior Luxury Spa Leadership experience of at least one (1) year.
Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations.
Must successfully pass background check.
Must successfully pass drug screening.
Must be at least twenty-one (21) years of age or older.
Must be able to work evenings, weekends, and holidays.
Ability to deliver a service level which creates an atmosphere that makes our guest want to return, giving each guest a positive, memorable entertainment experience.
Commitment to routinely go above and beyond in the accomplishment of position responsibilities in effort to play a role in the achievement of organizational goals.
Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Strong communication and listening skills and excellent speaking, reading, and writing ability.
Ability to be punctual and meet deadlines.
Ability to function independently in a multi-tasking environment, as well as a part of a team.
Familiar with a variety of the field’s concepts, practices and procedures.
Must possess excellent organizational, communications and multi-tasking skills.
Must possess excellent time management skills, along with the ability to forecast the time management needs of others.
Ability to effectively deal with internal and external guests and team members, some of whom will require high levels of patience, tact, and diplomacy.
Must be able to effectively coach and counsel team members.
Must be able to effectively communicate with guests regarding complaints, programs, etc.
Must be able to read, understand and explain to team members technical manuals and other related materials.
Must possess basic mathematical skills to include ability to add, subtract, multiply and divide specific to position responsibilities.
Must be able to function and manage in non-standard situations where some judgment must be exercised.
Proficient knowledge and usage of software programs such as Microsoft Excel, Outlook and Word is required.
Fluency in English: additional languages preferred.
Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
Ability to make repeating movements of the arms, hands, and wrists.
Ability to express or exchange ideas verbally and perceive sound by ear.
Ability to obtain impressions through the eyes.
Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
Ability to turn or twist body parts in a circular motion.
Ability to tolerate exposure to heat, cold, chemicals, secondhand smoke, and loud/noisy environment.
Ability to operate potentially hazardous equipment.
Age Requirements 21+

Nice To Haves

A four-year degree in Hospitality Management is preferred.
Fluency in English: additional languages preferred.

Responsibilities

Lead, direct, and manage Spa and Recreation operations.
Maintain regular presence throughout the departments.
Establish and maintain accurate inventory records.
Participate in periodic department inventories.
Recommend appropriate actions based on results of inventory reporting.
Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
Build business/market share by developing new ways to promote company and by participating in events to increase sales and profits.
Ensure the proper handling, maintenance, storage, and security of all department equipment.
Oversee coordination and execution of Rock Spa packages.
Oversee cleanliness of treatment rooms, retail area, and dispensary for professional Rock Spa products, as well as Pool Deck and Body Rock fitness center to ensure guest satisfaction.
Implement Rock Spa and Recreation training programs and monitor performance.
Organize and lead spa reception and towel valet operations.
Monitor and maintain daily schedule.
Resolve scheduling issues, as needed, and advise providers of changes.
Work closely with the Sales and Marketing team to develop Rock Spa and Recreation collateral and promotional materials.
Work closely with the Sales team to establish and maintain relationships for group bookings.
Manage relationships with vendors; assist in negotiating agreements.
Ensure quality and timeliness of work performed by contracted vendors.
Ensure compliance with all applicable laws and regulations.
Create department budget to include sales volumes, revenues, resource quantities, costs, expenses, assets, liabilities, cash flow, and capital expenditures.
Prepare and execute business plans to ensure the maximization of department performance.
Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand.
Communicate the role that each team member has in their achievement and ensure accountability.
Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.
Protect and enhance the value of property assets through appropriate programs and maintenance.
Evaluate condition of equipment and property and conduct analysis for capital expenditure needs.
Balance staffing levels and labor to achieve ideal team member/guest engagement and cost ratio.
Develop and implement strategies to retain team.
Train, coach, and counsel supervisor, therapists, and team members to achieve their career goals and maximize their potential.
Monitor and evaluate team performance and deliver recognition and rewards.
Promote a positive work environment for all team members and ensure all employment related processes and documentation are in compliance.
Ensure appropriate team members have safety certifications required by law.
Conduct regular meetings with team to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
Participate in and ensure Sound Checks are being conducted in departments.
Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
Resolve guest complaints and implement changes to prevent future issues.
Monitor quality assurance program scores and guest feedback.
Take corrective action when necessary.
Maintain presence in property during peak business periods.
Ensure that Rock Spa and Pool Deck are well maintained and have a vibe that meets or exceeds brand standards and guest expectations.
Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
Maintain relationships with key clients, owners, and investors.
Maintain effective relationships with guests.
Present a professional image to team members, guests, clients, owners, and investors.
Coordinate ongoing industry research to detect market trends and related information for development of new strategies and/or concepts/services.
Implement new products/services accordingly and develop analysis of return on investment.
Generate incremental revenue and brand awareness through the creation and implementation of brand relevant local events and promotions.
Operate ethically to protect the Hard Rock brand.
Ensure brand and business initiatives are implemented.
Maintain confidentiality of guest, employee, and company information.
Perform general administrative duties.
Other duties as assigned.