Spa Manager

Biltmore Hotel Limited•Coral Gables, FL

18d

About The Position

The Spa Sales Manager serves as an ambassador for the spa and represents its services to guests and other departments on property. The role manages the Spa Concierge and Spa Attendant teams and assists with supervising all areas of Spa & Salon, including services and facilities, to ensure superior guest service in accordance with Biltmore Spa & Salon standards. The position requires consistent adherence to departmental policies and procedures in the Biltmore Standard Operating Procedures (BSOPs). The manager oversees staffing, team development, payroll, scheduling, and operational standards for the Spa Concierge and Spa Attendant teams. Working alongside the Director of Spa, the manager helps maximize departmental revenue, supports group and sales activity, and ensures guest services, facilities, supplies, and inventory are managed effectively. The role participates in the Spa Manager on Duty program and responds to operational issues when the Spa Director or other supervisors are absent. The position involves primarily indoor work in a hotel environment, with varying schedules that may include overtime, weekends, and holidays according to business needs. Employees must maintain a neat, clean, and well-groomed appearance consistent with Biltmore Hotel standards.

Requirements

High school diploma required.
At least three years of experience in a luxury and/or resort spa required.
Two to three years of management experience required; spa or resort management experience preferred.
Excellent communication, organizational, and business skills.
Professional and effective demeanor and ability to maintain high standards of guest service.
Ability to work with a variety of people, remain calm and professional under stress, and analyze and resolve guest- or staff-related problems.
Ability to speak, read, write, and understand English.
Ability to perform accurate mathematical calculations and provide legible communication and directions.
Attention to detail, speed, and accuracy; ability to prioritize, organize, follow directions, and understand guest service needs.
Ability to think clearly, remain calm, and resolve problems using sound judgment.
Ability to work cohesively with coworkers, work with minimal supervision, and maintain confidentiality of guest information and pertinent resort data.
Basic computer keyboard and typing skills and moderate to advanced computer skills.
Ability to work in a dynamic, constantly changing environment and manage multiple tasks.
Ability to move, lift, carry, push, pull, and place objects weighing up to 20 pounds.
Ability to stand, sit, or walk for extended periods or an entire work shift.
Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Ability to use, carry, and operate necessary office equipment with finger dexterity.
Ability to communicate with employees, managers, subordinates, and guests through verbal communication, hearing, and vision.
Ability to look at a computer for extended periods.
Ability to adapt to moderate hotel temperatures controlled by environmental systems.

Nice To Haves

Management experience at a spa and/or resort is preferred.

Responsibilities

Oversee the Spa Concierge and Spa Attendant teams and their respective leads.
Recruit, interview, train, counsel, coach, and discipline team members; mentor staff and maintain a professional leadership style.
Address staff concerns promptly and refer matters to the Director when needed.
Conduct staff performance appraisals according to Human Resources guidelines and timelines.
Prepare, monitor, control, and recommend payroll for the Spa Concierge and Spa Attendant teams in conjunction with the Director of Spa.
Monitor business levels and adjust staffing as needed; oversee payroll, timesheets, scheduling, and payroll issues.
Work with accounting management and the Cashier to ensure procedures and disciplinary actions comply with bank guidelines.
Perform or assign related duties that support guest satisfaction and smooth spa operations in accordance with Biltmore and Leading Hotel Standards.
Provide professional, knowledgeable, friendly, and engaging service; resolve guest problems or complaints according to the guest problem resolution policy.
Monitor spa facilities for cleanliness, repairs, and other conditions, ensuring the facility is neat and clean.
Build relationships with spa departments to communicate and resolve issues.
Report and document observed or known safety hazards, unsafe conditions, or unsafe practices to appropriate personnel.
Participate in the Spa MOD program and respond to issues in the absence of the Spa Director or other supervisors.
Work with the Director of Spa to maximize departmental revenue.
Represent the spa at pre-con meetings, FAMs, and site visits, and follow through on prospective business.
Attend hotel departmental meetings to educate others about and sell spa services, including meetings with Concierge, Front Desk, Guest Services, Conference Services, and Sales.
Meet with group meeting planners, present the spa facilities, answer inquiries, and work with the Director of Spa to customize group programs.
Serve as the primary contact for spa groups and coordinate with the Spa Supervisor to ensure group bookings are accurate.
Coordinate team contests and incentives with the Director of Spa and vendor partners.
Oversee ordering of departmental supplies and inventory control for guest services supplies and the Front Desk area in accordance with par levels and budgets.
Follow hotel policies, Equal Opportunities policies, and Fire and Health & Safety Regulations; maintain required grooming standards.
Work varying schedules, including overtime, weekends, and holidays, as business needs require, and perform other job-related duties assigned by the supervisor.