Director of Wellness

Job description

JOB SUMMARY

Responsible for managing and supervising all areas of the spa pool and beach areas, including overall maintenance, daily upkeep, cleanliness and the operation of cabana units, including its programs, services, hours of operation, facilities and staff. Coordinates the delivery of spa services, including skin care, fitness and wellness, massage, program coordinating, reservations, reception desk and locker room areas.  As a department head, directs and works with the management team and FT and contract employees to successfully execute all spa and recreation operations.  Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CANDIDATE PROFILE 

Education and Experience

·  2-year degree from an accredited university in Business Administration, Recreation/Health Club operations, Hotel and Restaurant Management, or related major; 4 years’ experience in the spa, guest services, front desk, sales and marketing, or related professional area.

OR

·  4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 3 years’ experience in the spa, recreation/health club, guest services, front desk, sales and marketing, 

CORE WORK ACTIVITIES

Managing Spa and Recreation Operations and Budgets

·  Selects vendors for spa, retail and recreation operations and managing contract agreements.
·  Oversees retail product research, product selection and purchasing, product display.
·  Manages supply inventories and purchasing control, including uniforms.
·  Monitors the spa and recreation’s actual and projected sales to ensure revenue goals are met or exceeded.
·  Maintains cleanliness of spa/recreation and related areas and equipment.
·  Managing pool and beach areas, including overall maintenance, daily upkeep and cleanliness, and the operation of cabana units.
·  Supervising and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
·  Monitoring quality, standards and meeting the expectations of the customers on a daily basis.
·  Demonstrating knowledge of job-relevant issues, products, systems, and processes.
·  Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
·  Scheduling events, programs, and activities, as well as the work of others.
·  Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
·  Developing specific goals and plans to prioritize, organize, and accomplish your work.
·  Managing outside vendors including water sports and scuba.
·  Ordering and managing necessary supplies. Ensuring workers have supplies, equipment, tools, and uniforms necessary to do their jobs.
·  Developing and managing the children's program (e.g., coordinates activities, purchases equipment and supplies etc.).
·  Managing group activities including sand painting, bon fires, and team building events.
·  Develop, implement, & oversee comprehensive wellness programs & drive existing ones. 
·  Monitor guest feedback & reviews to enhance service quality &guest satisfaction. Work with Quality Manager to analyze GV data related to your areas & work on action plans to drive guest engagement 
·  Collaborate with other departments to integrate spa offerings into broader guest experiences as well as maximize Recreation activities selling across the resort. 

Managing Spa and Recreation Sales and Marketing Strategy

·  Creates and coordinates special services for groups including group gifting programs, group amenities, group turndown gifts, letters and invitations, creating special spa and recreation services for specific groups and spa contract addendum negotiation.
·  Develops and Manages spa and recreation promotions including gifting programs, gift with purchase, co-op marketing efforts and holiday events.
·  Ensures spa and recreation services are included in all property-related marketing and advertising.
·  Identifies and recommending new products and product enhancements to remain competitive in the market.

Managing Spa and Recreation Revenue Management Strategy

·  Monitors and manages the payroll function.
·  Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
·  Manages Spa and Recreation controllable expenses such guest amenities, linen expense, professional salon products, plants, decorations and paper supplies to achieve or exceed budgeted goals.

Ensuring and Delivering Exceptional Customer Service

·  Displays leadership in guest hospitality, exemplifying excellent customer service, and creating a positive atmosphere for guest relations.
·  Empowers employees to provide excellent customer service.
·  Strives to improve service performance.

Conducting Human Resources Activities

·  Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
·  Reviews findings with employees to develop appropriate corrective action, sharing plans with property leadership and ensuring corrective action is taken to continuously improve results.
·  Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
·  Develops, implements and maintains a Spa and Recreation orientation program for employees to receive the appropriate new hire training to successfully perform their job.
·  Administers the performance appraisal process for direct report managers.
·  Develops business goals and creates appropriate development plans.
·  Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.
·  Solicits employee feedback, utilizes an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
·  Ensures that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizing performance, and producing desired business results.
·  Celebrates successes and publicly recognizes the contributions of team members.

MANAGEMENT COMPETENCIES

Leadership

·  Adaptability – Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment. 
·  Communication - Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action. 
·  Problem Solving and Decision Making - Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
·  Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

·  Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
·  Driving for Results - Focuses and guides others in accomplishing work objectives.
·  Planning and Organizing - Gathers information and resources required to set a plan of action for self-and/or others; prioritizes and arranges work requirements self-and/or others to accomplish goals and ensure work is completed.

Building Relationships

·  Coworker Relationships - Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
·  Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 
·  Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

·  Organizational Capability - Evaluates and adapts the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.
·  Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

·  Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self-and/or others. 
·  Business Acumen - Understands and utilizes business information (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
·  Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
·  Spa Service - Knowledge of salon and spa products and services (including hair, makeup, nail, massage, skincare, and body treatments). 
·  Spa/Salon Services and Equipment - Knowledge of the use and maintenance of tools and procedures for skincare, hair care, manicure and pedicure, massage, and disinfection.
·  Sales Orientation -   Make pricing and selling decisions that maximize spa facility profit through the best combination of treatments, price and occupancy. Knowledge of sales techniques, such as up-selling, suggestive selling and product knowledge.  This includes the ability and willingness to recognize and identify sales opportunities, demonstrate the benefits and features.
·  Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
·  Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
·  Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
·  Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
·  Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
·  Writing - Communicates effectively in writing as appropriate for the needs of the audience.

 

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.