Spa Sales Manager

Biltmore Hotel Limited•Coral Gables, FL

About The Position

The Spa Sales Manager serves as an ambassador for the spa, representing its services to guests and other departments on property. The role manages the Spa Concierge and Spa Attendant teams and assists with supervising Spa & Salon services and facilities to ensure superior guest service in accordance with Biltmore standards and departmental procedures. The manager supports the department’s operational and revenue goals, including staffing, payroll, scheduling, inventory, group business, and guest service. The position works closely with the Director of Spa, other spa departments, hotel teams, accounting management, and group meeting planners. It also requires adherence to Biltmore policies, safety regulations, service standards, and grooming requirements. Schedules may vary according to hotel business needs and may include overtime, weekends, and holidays.

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 and/or resort management experience preferred.
Excellent communication, organizational, and business skills.
Professional and effective demeanor, with the ability to maintain guest service standards of excellence.
Ability to work with a variety of people and remain calm and professional in stressful situations; ability to 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 and organize work.
Ability to think clearly, remain calm, and resolve problems using sound judgment; follow directions thoroughly and understand guest service needs.
Ability to work cohesively with coworkers, with minimal supervision, and in a dynamic, constantly changing environment; adept at multitasking.
Ability to maintain confidentiality of guest information and pertinent resort data.
Basic computer keyboard and typing skills, and moderate to advanced computer skills.
Ability to move, lift, carry, push, pull, and place objects weighing up to 20 pounds.
Ability to stand, sit, or walk for an extended period or an entire work shift; reach overhead and below the knees, bend, twist, pull, and stoop.
Ability to use, carry, and operate necessary office equipment using finger dexterity; communicate verbally with employees, managers, subordinates, and guests, and meet hearing and visual requirements.
Ability to look at a computer for extended periods and adapt to moderate indoor temperatures controlled by hotel environmental systems.
Maintain a neat, clean, and well-groomed appearance in accordance with Biltmore Hotel standards.

Nice To Haves

Management experience in a spa and/or resort.

Responsibilities

Oversee the Spa Concierge and Spa Attendant teams and their leads.
Recruit, interview, train, counsel, coach, and discipline team members; mentor staff and address staff concerns, escalating matters to the Director when needed.
Conduct 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 staff payroll issues.
Work with accounting management and the Cashier to ensure procedures and disciplinary actions comply with bank guidelines.
Perform or assign related duties to 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 issues, and ensure the facility is neat and clean.
Build relationships with spa departments to communicate and resolve issues.
Report and document safety hazards, unsafe conditions, or unsafe practices and procedures 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 up on prospective business.
Attend hotel departmental meetings to educate other departments about and sell spa services.
Meet with group meeting planners, present spa facilities, answer inquiries, and work with the Director of Spa to customize spa programs for groups.
Serve as the primary contact for spa groups and work with the Spa Supervisor to ensure group bookings are accurate.
Coordinate spa team contests or 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 the required grooming and appearance standards.
Work varying schedules and perform other job-related duties as assigned according to hotel business needs.