Spa Grand Traverse Manager (FT)

Grand Traverse Resort and Spa•Acme, MI

1d•Onsite

About The Position

To assist in the day-to-day operation of Spa Grand Traverse. Ensure that all Spa employees are thoroughly trained and have a thorough understanding that translates into action the Grand Traverse Resort and Spa Philosophy and that all resort guests, locals and club members have exceptional service and experiences. This position will ensure that all GTRS policies and procedures are followed and provide our guests with memorable and exceptional spa experiences.

Requirements

Experience working with service booking software and Microsoft operating systems
5 years of previous experience withing the spa industry
2 years of previous management experience including budgeting, scheduling, and sales
High energy individual, demonstrated leadership, integrity and positive work ethic
Must be detail oriented and have excellent organizational skills
Proven exceptional customer service skills
Extreme flexibility and adaptability to work weekends and overtime
Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors
Team oriented with strong interpersonal skills, able to motivate others through work habits and set a good example
Possess effective time management skills when completing assigned tasks
Ability to identify complex problems, evaluate options, and implement solutions
Possess excellent customer service and communication skills, both written and verbal; communicating information and ideas in speaking so that others will understand
Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Motivated with a positive attitude and perform effectively under high pressure/volume
Must be able to coach and mentor as needed with regards to employee discipline and growth.
Administer policies and procedures fairly and consistently amongst all employees
Ability to create a motivating climate, set and communicate job expectations, achieve teamwork, train and develop others, and measure work in progress
Utilize appropriate coaching, counseling, and disciplinary methods
Lead by example by displaying a readiness to respond positively to instruction and procedures
Listen to and solve employee problems effectively, timely, and efficiently
Paperwork (evaluations, schedules, purchase orders, timesheets, employee documentation, etc.) is handled in a timely and efficient manner
Ensure work is completed safely, according to standard operating procedures, and use of personal protective equipment, if required
Ability to understand and adhere to budgetary adjustments, constraints, or limitations through responsible and timely decision-making
Ability to comprehend and follow directions
Effectively handle stressful and difficult situations/interactions while remaining focused and professional
Perform complex or varied tasks under deadlines and tight schedules
Ability to work productively under strict time restraints with variable deadlines; last-minute requests and changes will occur at any time
Ability to maintain eye contact and engage with internal and external guests in a courteous and professional manner
Practice safety policies, procedures, and standards set by OSHA and/or MIOSHA
Must be able to pass a background investigation and drug screen as a condition of employment.

Nice To Haves

Bachelor’s degree in hospitality management, Business Administration, or related field

Responsibilities

Manage the day-to-day operation of Spa Grand Traverse
Ensure 100% customer service by managing and creating customer appreciation and follow-up programs
Responsible for sourcing, recruiting, hiring, and retention of top talent.
Oversee all aspects of Spa retail and create programs to increase sales
Provide a physical presence on Spa floor during peak times
Assist in forecasting and developing strategies for increasing low volume business
Monitors performance and provides feedback to Spa Leads and Spa Employees, though ongoing verbal communication, coaching, development, and written evaluations while providing motivational and progressive leadership
File all necessary incident reports, personal action forms, and disciplinary actions.
Serve as a liaison between the Spa staff and guests
Maintain top level physical environment of the spa facility in cooperation with the engineering department
Manage monthly professional inventory and delegating tasks relative to inventory needs
Work with Division Director with the preparation of yearly budgets
Review daily and monthly variance reports and take corrective action when warranted.
Manage monthly expense budget
Keep all professional licenses current providers
Process bi-weekly payroll for all Spa associates
Recommend appropriate products or services according to guests’ needs.
Be knowledgeable and up to date on current service offerings, promotions, and/or policies.
Cover all hours determined by schedule.
Maintain cleanliness of the Spa and stocking as needed or directed including any occupied workspace.
Relay guest concerns to management or appropriate administrator
Maintain a thorough knowledge of all applicable job practices.
Keep up to date on department correspondence which includes newsletters, emails, memos and/or texts.
Attend mandatory meetings and/or training courses determined by management.
Always display confidence and professionalism.
Good rapport with fellow employees and reflect positive attitude.
Maintain open line of communication with supervisor.
Maintain superior working relations with internal and external customers while providing a memorable experience
Ensure personal accountability for all work duties, assignments, and performance expectations
Lead by example by displaying a readiness to respond positively to instruction and procedures
Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors
Ensure work is completed in a safe manner, conscious of standard operating procedures, and use of personal protective equipment
Adhere to uniform and personal appearance standards set forth by the Employee Handbook
Exemplify and model GTRS Core Values
Adhere to and ensure employee accountability for GTRS policies, procedures, and standards
Comply with all workplace health and safety operating and reporting procedures including OSHA and MIOSHA
All other duties as assigned