Springs Manager

Ojo Spa Resorts•Ojo Caliente, NM

1d•Onsite

About The Position

The Springs Manager is responsible for delivering an exceptional guest experience at our historic geothermal springs and bathhouses. This role oversees and executes the stewardship, care, and soaking experience of our guests in our 16 private and public outdoor mineral springs, ensuring a peaceful, restorative environment. The Springs Manager also oversees three bathhouses, which include locker rooms, saunas, steam rooms, and a spa lounge. As a steward of this sacred land and water, the Springs Manager helps share its rich history while upholding the atmosphere of relaxation and healing that defines the Ojo experience. The Springs Manager is expected to invest 45-50 hours per week managing the department. This hands-on role involves active participation in daily operations and frequent, direct interaction with guests. A strong attention to detail and a commitment to providing exceptional service are essential.

Requirements

Minimum of three years of management experience, preferably at a large resort spa, water facility, or similar.
First Aid/AED/CPR certification preferred, or willing to become certified.
Caring, empathetic, gracious demeanor. Enjoys working with people.
Computer and technology proficient. Excel, Word, Outlook. (Microsoft Office Suite)
Reliable and punctual. Being present in the workplace daily is key to success.
Ability to work under pressure with a high level of patience and calm demeanor.
Ability to work evenings, weekends, weekdays, and holidays required.
Ability to work approximately 45 to 50 hours per week.
Ability to sit, stand (for eight hours or more a day), reach, lift, bend, kneel, stoop, climb, push, and pull items weighing 40 pounds or less.
Excellent English communication skills: both written and verbal. Bilingual a plus.
Proven leadership qualities. Ability to work cohesively with all Spa, Springs, and Guest Services areas and co-workers as a team.

Nice To Haves

Bachelor’s Degree preferred.

Responsibilities

Evaluates, measures, and modifies critical operational processes as needed; develops and maintains positive working relationships with others; listens and responds appropriately to their concerns.
Walks and inspects the entire Springs Facility at opening and closing. Any repairs and safety issues will be submitted through our workorder system.
Determines staffing needs and hires staff as needed within resort’s budgetary guidelines. Schedules staff and sets up the daily workflow.
Onboards, schedules, oversees training, and provides ongoing coaching of Springs Staff (Attendants, locker room cleaners, and ambassadors.) Regularly communicates with staff to offer feedback on performance and provide pathways for improvement and growth.
Has comprehensive knowledge of all resort offerings including spa services and pricing; resort’s hours of operations; lodging and pricing; and layout of the resort to assist guests with questions and directions.
Purchases products, linens, and supplies. Controls spring inventory within budgetary guidelines. Always maintain adequate supplies. Ensures that proper purchasing and inventory documentation is maintained.
Maintains the springs and decks' neat, clean appearance, including skimming pools, arranging lounge chairs and seating, removing used towels, and picking up trash.
Establish daily cleaning cycles of all locker rooms, lounges, and bathhouses to keep them clean and sanitary. Cleans lockers throughout the day so they are clean, sanitized, and stocked for the next guest.
Lead by example. Model the behavior, techniques, and methods to achieve a great guest experience alongside all staff.
Keeps water stations full so guests stay hydrated. Daily cleaning and sanitizing of all water vessels.
Share the rich history of Ojo with guests. Help them navigate the springs areas. Answer questions clearly while offering gracious hospitality.
Set-up private pools and escort guests at their appointment time. Skim, restock, and prepare pools for the next guests.
Maintains the tranquilo atmosphere with whisper walks and enforces the soaking etiquette and rules noted on signage posted throughout the springs and in the water waiver each guest signs upon arrival.
Monitor guest access to ensure all visitors have properly checked in and paid for entry, addressing unauthorized access promptly and respectfully.
Communicates with the General Manager and the Assistant General Manager regarding any guest requests or problems. Determines, recommends, and implements the appropriate guest recovery response.
Conducts quarterly inventory of towels and robes. Keeps linen closets organized and clean. Processes clean laundry daily, coming back from the off-site laundry company.
Establishes and follows operational policies and procedures, including those for safety and security of all team members and guests during each shift. Ensures compliance with NM State and Federal regulations, emphasizing spa and springs industry and best practices. This includes pool closures due to lightning and other environmental factors.
Actively utilizes guest services management computer systems and trains staff in usage. Adept in using the POS system and responding to technology problems.
Communicates effectively with Ojo Spa Resorts departments: Accounting, Human Resources, IT, Marketing, Projects (Facilities), LMT Liaison, Spa, F&B, and Guest Services. Submits paperwork (hard and electronic copies) on time.
Collaborates with the Facilities Manager to ensure that pools and facilities are always well maintained.
Collaborates with the Lodging Manager and Spa Manager to ensure that a high-quality seamless experience is delivered to all guests.
Trains all guest-facing staff to answer all questions related to springs services, locker rooms, spa lounges, and property navigation.
Handles all guest issues and recovery promptly with empathy and gracious hospitality.
Handles daily paper and electronic work; responds to emails and texts promptly.
Ensures the springs areas, bathhouses, locker rooms, saunas, and steam rooms are immaculate, safe, and in good repair.
Keeps all linen, supply, and storage areas clean, organized, and labelled accurately.
Is CPR/AED/First Aid certified. Understands first aid/emergency procedures and can direct guests accordingly.
Be an expert in handling all guest and staff accident incident reporting.
Provide support and back-up to springs and spa staff when needed.
Incorporate the resort’s culture of service excellence, mission, and core values into all aspects of job performance.
Participate in resort meetings, i.e. service improvement processes, emergency planning monthly financial performance, daily standup, action item meetings, etc.
Make immediate decisions and communicate with guest services staff in emergencies; be knowledgeable of and able to implement all fire-life-safety procedures. Conduct drills regularly.
Collaborates graciously with resort department managers.
Maintains a competent and motivated team, creating a learning environment which maximizes productivity, skill development and spa team retention.
Responsible for individual and team performance management and disciplinary procedures for Springs Team members.
Collaborates with the HR Team to respond to employee relations and performance management situations. Documents situations on “Performance Improvement Forms” (PIF’s) and provides PIF’s in a timely manner.
Dedicates daily attention to overseeing the activities of all team members and of department operations.
Creates a positive learning environment by providing clear, specific, timely, and respectful coaching and feedback to team members, to ensure operational excellence, improve overall performance, and create excellent guest experiences.
Supports team members by positively reinforcing successful performance and giving respectful and encouraging coaching, as needed.
Trains or assigns training to new workers by motivating, while ensuring they understand the correct way of doing their daily tasks. Utilizes employee handbook, SOPs, training manuals, and checklists to onboard new employees.
Maintains a calm demeanor when confronted with difficult situations, to set a positive example for team members and guests.
Develops positive relationships with the Springs team by understanding and addressing individual motivation, needs, and concerns.

Benefits

Mission based company with values you can trust
Medical, Dental, Vision, generous 401k (with employer match) after applicable waiting periods
Employee Assistance Program (EAP)
Paid Sick Time
Paid Time Off
Ongoing training to build critical skills for current and future roles
Numerous Growth & Developmental Opportunities
Competitive Compensation
Discounted Employee Lunch
Free Lunch/Dinner on Thanksgiving & Christmas
Employee Appreciation Lunches
Above and Beyond Awards - Ojo Bucks for eligible employees
Soak in the Springs for FREE (Monday - Thursday). Free to employee and one guest (over age 13)
40% off Spa Treatments (includes private pools and private Ojitos)
40% off at the Restaurants
20% off at the Gift Shops
Discounted Lodging Rate
Hiking Trails
Ojo Santa Fe: Gym, Puppy Patch, Chicken Chat & Birthday Ojo Bucks Vouchers
Ojo Caliente: Yoga Workshops (if space available) & Monthly Birthday Treats