Spa Manager

Job description

JOB SUMMARY

Position has responsibility for supervising and coordinating activities of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage and locker room areas.  Position focuses on ensuring guest and employee satisfaction and achieving the operating budget.

Provide massage services to guests using props and/or products. Provide body treatments to guests using body scrubs, wraps, and/or hydrotherapy. Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, and pregnancy) before beginning service. Keep up to date with current techniques and modalities related to their field of work. Escort guests to and from treatment rooms. Arrange workstation, treatment room, and/or drapes. Frequently check with guest to promote comfort, safety and security throughout service. Promote and sell spa services including retail offerings related to the Spa. Clean, maintain, and sterilize tools. Maintain cleanliness of workstation and/or treatment room throughout shift, dispose of trash and dirty linens, and secure supplies and equipment at the end of each shift. Monitor and stick to time schedule throughout the day. Handle inappropriate guest behavior by following Marriott International standard operating procedures for Inappropriate conduct for guests and therapists, leading up to and including stopping a treatment or service and informing supervisor/manager. Maintain current skills and licensure in service area as per regional requirements.
SCOPE / BUSINESS CONTEXT   
·  A Full Time position based at Al Maha Desert Resort and Spa, The Luxury Collection.  
·  Number of Direct Reports - 7  
·  Titles of Direct Reports – Spa Therapists, Spa Receptionists and Lifeguard CANDIDATE PROFILE   

Education and Experience:   

·  High school diploma or GED; 2 years experience in the spa, guest services, or related professional area.

Skills and Knowledge

·  Good oral and written communication skills in English
·  Excellent hospitality skills
·  Passion to work with people 
·  Able to get on well with people from many different backgrounds
·  Able to work under pressure at times 
·  Ability to be versatile.  Must be able to work as scheduled and flexible hours as shift extending may exist at end of shift based on business demands. Department and individual roster will depend on business volume and customer segments in the hotel.  Must be flexible with shift schedule at all times.
·  Well presented
·  Clear speech
·  Good general health
·  Energetic
·  Self-motivated - able to work on their own SPECIFIC DUTIES   

The following are specific responsibilities and contributions critical to the successful performance of the position:

Balanced Scorecard Results: Implements strategies and executes activities to drive and continuously improve financial results, guest satisfaction, human capital index and market share. 

Core Work Activities

Supporting Management of Spa Operations and Budgets

·  Increase Spa Revenue :  Focus on driving sales for spa treatments and products.
·  Introduce Seasonal Promotions :  Create special promotions for the summer season to attract more guests
·  Meet and Exceed Budget Targets :  Ensure consistent efforts to achieve or surpass the monthly revenue goals
·  Proactive Guest Engagement :  Contact arriving and in-house guests to offer tailored spa treatments and encourage bookings.
·  Ensures all employees have the proper supplies, equipment and uniforms.
·  Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
·  Manages supplies and equipment inventories within budget.
·  Maintains cleanliness of spa and related areas and equipment.
·  Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.

Ensuring and Delivering Exceptional Customer Service

·  Sets a positive example for guest relations.
·  Interacts with guests to obtain feedback on product quality and service levels.
·  Handles guest problems and complaints.
·  Empowers employees to provide excellent customer service.
·  Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvement.
·  Strives to improve service performance.

Conducting Human Resources Activities

·  Solicits employee feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
·  Ensures employees understand expectations and parameters.
·  Brings issues to the attention of the department manager and Human Resources as necessary.
·  Observes service behaviors of employees and providing feedback to individuals.
·  Participates in employee progressive discipline procedures.
·  Participates in an on-going employee recognition program.
·  Reviews comment cards and guest satisfaction results with employees.
·  Supports a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job.
·  Supervises on-going training initiatives and conducting training when appropriate.
·  Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.
·  Celebrates successes and publicly recognizes the contributions of team members.
·  Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
·  Assists the Spa Director in managing the day-to-day operations of the spa as necessary.

Essential Functions

Provide Spa Services

·  Monitor and stick to time schedule to stay on schedule throughout the day.
·  Escort guests to and from treatment rooms.
·  Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service.
·  Check with guest to promote continued comfort throughout service (e.g., comfortable temperature, amount of pressure).
·  Provide massage services to guests using props (e.g., rain sticks, hot stones) and/or products (e.g., oils, gels, lotions).
·  Provide body treatments to guests using body scrubs, wraps, and/or hydrotherapy.
·  Offer guests amenities such as water, juice, or heated neck pillows.
·  Maintain current licensure in service area by taking continuing education if needed and renewing license before expiration date, where applicable. 
·  Keep current with techniques and modalities related to field of work. 
·  Maintain current skills and licensure in service area as per regional requirements.
·  Arrange workstation, treatment room, and/or drapes to promote guest comfort and safety.
·  Check computer or reservation center for updates and changes to schedule regularly throughout the day.
·  Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
·  Handle inappropriate guest behavior by following Marriott International standard operating procedure for Inappropriate conduct for guests and therapists, leading up to and including stopping a treatment or service and informing supervisor/manager.
·  Assist to maintain and develop client database. 
·  Assist to maintain guest history files on all existing guests and create files for new guests. 
·  Review all upcoming appointments and treatments. 
·  Demonstrate knowledge of current trends in spa industry.
·  Maintain basic Spa knowledge of the following: Spa operating hours, spa menu location, pricing, fees and charges for all spa services that the massage therapist performs, and check-in and check-out procedures. 
·  Maintain knowledge of retail brands, services and special promotions available in the Spa.
·  Maintain working knowledge of Spa equipment and facilities that the massage therapists typically uses throughout their work shift.
·  Promote and sell spa services including retail offerings related to the Spa.
·  To assist in manning the lobby Spa promotional desk and Recreation desk when available
·  Follow Saray Spa treatment standards and ensure consistency at all times
·  Assist in maintaining supplies and equipment inventories within budget.
·  Assist in maintaining cleanliness of spa and related areas and equipment.
·  To be trained and assist in spa booking process including Spa Soft and Micros
·  Provide assistance to the Receptionist whenever available or not booked for a treatment. To assist in manning the Reception area by receiving calls as well as incoming guests when free
·  Assist in marketing and selling the spa at the pool deck, lobby desk and Executive Lounge as required
·  As the hotel operates 24 hours, 7 days a week, any reasonable requests by your managers must be honored including schedule changes.

MANAGEMENT COMPETENCIES

Leadership

·  Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 

·  Communication  - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..

·  Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

·  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.
·  Do Duty Manager duties on rostered days and reporting

 

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 - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

·  Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

 

Building Relationships

·  Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

·  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 team assignments 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 to manage everyday operations and generate innovative solutions to approach team, 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.

·  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.

 

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, 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.