Spa Manager

Marriott•Washington, DC

17d•$65,000 - $82,000

About The Position

The Spa Manager supervises and coordinates employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage, and locker room areas. The role focuses on guest and employee satisfaction and achieving the operating budget. The Spa Manager supports the day-to-day operations and financial management of the spa, helps ensure exceptional customer service, and conducts human resources activities such as employee feedback, training, recognition, and performance support. In the Spa Director’s absence, the Spa Manager assumes the director’s responsibilities. The role is part of The Ritz-Carlton and Marriott International. The company describes its service culture as guided by its Gold Standards, including its Employee Promise, Credo, and Service Values. Marriott International states that it is an equal opportunity employer and is committed to non-discrimination on protected bases.

Requirements

High school diploma or GED.
Two years of experience in the spa, guest services, or a related professional area.

Responsibilities

Assume the responsibilities of the Spa Director in the director’s absence.
Ensure employees have proper supplies, equipment, and uniforms.
Review budgets, operating statements, and payroll progress reports as needed to assist with department financial management.
Manage supplies and equipment inventories within budget.
Maintain cleanliness of the spa, related areas, and equipment.
Understand the effect of department operations on property financial goals and manage operations to achieve or exceed budgeted goals.
Set a positive example in guest relations and interact with guests to obtain feedback on product quality and service levels.
Handle guest problems and complaints, empower employees to provide excellent customer service, and emphasize guest satisfaction and continuous improvement.
Strive to improve service performance.
Solicit employee feedback and review employee satisfaction results to identify and address employee problems or concerns.
Ensure employees understand expectations and parameters, and bring issues to the department manager and Human Resources as necessary.
Observe employee service behaviors and provide feedback to individuals.
Participate in progressive discipline procedures and an ongoing employee recognition program.
Review comment cards and guest satisfaction results with employees.
Support employee spa orientation and supervise ongoing training initiatives, conducting training when appropriate.
Establish and maintain open, collaborative relationships with employees and encourage the same within the team.
Celebrate successes and publicly recognize team members’ contributions.
Ensure property policies are administered fairly and consistently, and disciplinary procedures and documentation follow Standard and Local Operating Procedures and support the Peer Review Process.
Assist the Spa Director with day-to-day spa operations as necessary.