Spa Director

ZERMATT RESORT • Midway, UT

4d • Onsite

About The Position

Responsible for managing and supervising all areas of the spa, including its programs, services, hours of operation, facilities and staff. Coordinates the delivery of spa services, skin care, fitness and wellness, massage, program coordinating, reservations, reception desk and locker room areas. As a department head, directs and works with the management team and hourly employees to successfully execute all spa operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Requirements

• Must possess 8-10 years supervisory/managerial, preferably at a resort or health facility
• Must be a licensed LMT or LME
• Experience in a related position in a luxury hotel or resort.
• 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 staff related problems
• Proficient in Booker, Opera, Microsoft Excel, Word and Outlook
• Must have the ability to establish achievable department sales budget, forecast, and all payroll operations including maximizing staff schedule
• Extensive knowledge in Spa treatments and Wellness program
• Must understand yield management, meeting revenue goals and minimizing expense
• Interpret financial reports and provide expertise on projected revenue vs. expenses
• Be a highly motivated and enthusiastic leader
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Nice To Haves

• The ability to be cross-trained in all functions of the spa where appropriate.

Responsibilities

• Maintaining Five-Star customer service standards for spa and wellness areas.
• Interpreting financial reports and providing expertise on (projected) Revenue vs. Expenses.
• Projecting and maintaining acceptable payroll commitments.
• Using financial plans for spotting trends, measuring productivity and monitoring progress.
• Controlling ongoing service and product margin analysis to ensure profitability.
• Implementing opportunities for managing operational costs and boosting the bottom line.
• Developing procedures for accurate inventory control and monitoring.
• Overseeing the cleanliness of the Spa and inputting any facility improvement needs into HotSos system.
• Implementing full spa product and service purchasing standards and ensuring compliance.
• Administering staff and client scheduling for maximum revenue generation and profitability.
• Being available and able to assist in all aspects of operations as needed based on business needs.
• Developing Spa’s Marketing Strategy and ensuring a consistent image is being portrayed.
• Developing and maintaining gracious and efficient front desk procedures.
• Providing coaching and mentorship to team members on an ongoing basis.
• Leading and driving team member engagement.
• Maintaining and updating all necessary internal and external signage.
• Creating ongoing in-house promotions and activities to stimulate sales, staff and customers.
• Guiding business decisions by staying on top of Spa industry trends.
• Maintaining a strong menu of services with both exceptional artistic and aesthetic value.
• Consistently developing and growing retail sales through training, tools and monitoring.
• Ensuring the Spa is always staged for maximum buyer impact.
• Anticipating, identifying and ensuring customer needs are being met in the best possible way.
• Monitoring customer satisfaction.
• Guiding staff to become caring problem solvers, cooperative, accommodating and fair.
• Exhibiting a professional attitude, diplomacy and an ability to handle difficult situations.
• Upholding gracious front desk procedures in the booking and handling of customers.
• Maintaining fresh, effective programs to consistently retain and grow customer base.
• Developing and maintaining compensation guidelines for customer complaint handling.
• Implementing ongoing skills training to ensure service standards are being upheld.
• Developing and monitoring job descriptions and staff goals.
• Creating and maintaining staff contracts, ensuring accuracy and compliance.
• Performing staff evaluation reports with proposed action plans.
• Effectively administering and monitoring staff scheduling procedure.
• Demonstrating an exceptional level of professionalism for the staff to emulate.
• Creating a motivating environment of sincerity, warmth and fun for staff and guests.
• Maintaining an up to date version of the Spa procedure manual and ensuring compliance.
• Developing and maintaining Spa literature, documenting and process handling requirements.
• Attending management meetings and conveying all relevant information throughout the Spa.
• Holding regular staff meetings to keep staff up to date on all aspects of the Spa’s operation.
• Ensuring equipment is maintained in good working order.
• Maintaining professional relationships with suppliers and providers.
• Ensuring stock and cash items are kept safely under lock and key.
• Minimizing or eliminating losses thought negligence with monitoring programs.
• Implementing a clearly effectively; follow purchasing standards, ensure compliance.
• Facilitating group tours of Spa as needed and/or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed