Spa Manager

HEI Hotels and Resorts•Atlanta, GA

5d•Onsite

About The Position

Provide assistance, guidance and leadership to The Spa Team, ensuring consistent compliance with spa industry guidelines and hotel policies, and quality guest service while maximizing departmental profits. This position oversees The Spa.

Requirements

Hotel experience preferred.
Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiation of vendor contracts, analytical ability and the planning, organization development and coordination of large-scale work projects.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting.
Ability to be mobile for significant distances between and within buildings on the property with or without reasonable accommodation.
Ability to observe performance and detect signs of emergency situations and respond with proper action.
Effective verbal and written communication skills.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

Support Spa operations regarding spa’s daily quality process including goal communication, associate improvement, compliance with HEI Hotels and Resorts’ standards of product and performance, service recovery and problem resolution.
Provide assistance in disseminating feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
In conjunction with Spa Director and based on approved staffing plans: interview, hire, train, motivate, conduct performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate for spa associates including, but not limited to Supervisor(s), Therapists, Front Desk and Attendants.
Communicate both verbally and in writing to provide clear direction to staff.
Assign and instruct Spa Therapists and Associates in details of work.
Observe performance and encourage improvement.
Monitor business levels and hotel occupancy and make staffing adjustments accordingly.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Support established budgeting, forecasting, cost, and inventory controls.
Assist in preparation of forecast expenses and actual results for the spa revenue and expenses.
Provide expertise with regard to the spa’s core business vis-à-vis company meetings and activities.
Be available and able to assist in all aspects of operations as needed based on business needs.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.