Spa Director

Additional Information: This hotel is owned and operated by an independent franchisee, PCH Hotels and Resorts, Inc. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Description:

As a member of our hospitality team, the primary responsibility of a Spa Director is to oversee and manage the overall operation of the hotel's spa. This role is responsible for ensuring the smooth and efficient delivery of services, driving the success and profitability of the spa by maximizing and implementing effective business strategies, and monitoring key performance indicators. This role plays a crucial part in fostering a positive and productive work environment, providing guidance and support to the spa staff, and actively engaging with guests to seek opportunities for enhancement. Continuously striving to maintain the spa's position as a top destination for relaxation and rejuvenation.

• Responsible for selecting and negotiating contracts with vendors for the spa's retail operations, ensuring favorable terms and competitive pricing to maximize profitability.
• Conduct thorough research on various products, evaluate their quality and suitability for the spa, and make informed purchasing decisions to curate a diverse and appealing retail selection.
• Create visually appealing displays to showcase retail products, strategically placing them to attract customers and encourage sales.
• Collaborate with the food and beverage management team to develop and enhance the spa's food service offerings, ensuring a seamless and enjoyable dining experience for guests.
• Maintain accurate inventory records and implement effective inventory control measures to optimize stock levels, prevent stockouts, and minimize waste.
• Implement a preventative maintenance program to ensure all spa equipment is regularly serviced and in optimal working condition, reducing downtime and ensuring a seamless guest experience.
• Establish and enforce rigorous cleanliness standards throughout all spa areas, including restrooms and shower facilities, to provide a hygienic and pleasant environment for guests.
• Stay well-informed about the latest trends and developments in the spa industry, proactively identifying new products and enhancements that can enhance the spa's competitiveness.
• Design and implement incentive programs to motivate spa associates to upsell services and retail products, effectively tracking and distributing commissions or service charges.
• Foster collaboration and information sharing among Spa Directors to exchange service and product ideas, driving continuous improvement across all spa locations.
• Prioritize guest safety and security, regularly reviewing and enhancing protocols to maintain a secure and comfortable environment for guests and associates.
• Lead by example in delivering exceptional customer service, setting the tone for associates, and creating a positive atmosphere for all guest interactions.
• Engage with guests to obtain feedback on product quality and service levels, promptly addressing any issues or complaints to ensure guest satisfaction.
• Empower and provide clear guidelines to associates, fostering a culture of exceptional customer service, and ensuring they receive ongoing training to meet guest expectations.
• Observe and evaluate service behaviors of associates, providing constructive feedback and coaching to drive continuous improvement in service performance.
• Regularly review guest feedback, comment cards, and satisfaction surveys to identify areas for improvement, develop action plans, and share results with associates.
• Make guest satisfaction a central focus in departmental meetings, encouraging discussion and initiatives to enhance the overall guest experience.
• Play an active role in the hiring process, selecting and onboarding spa associates with the necessary skills and qualifications to deliver exceptional service.
• Develop and implement comprehensive orientation and training programs for new hires, ensuring they receive the necessary training to perform their job effectively.
• Effectively communicate performance expectations to associates, monitor their progress, and conduct performance appraisals regularly to recognize achievements and identify areas for improvement.
• Solicit and address associate feedback, utilizing an open-door policy, and taking appropriate action to resolve concerns and improve employee satisfaction.
• Monitor and track spa sales performance, analyzing trends, and implementing strategies to achieve or exceed sales goals.
• Train and motivate spa staff on effective upselling techniques and pricing strategies to maximize revenue and enhance the overall guest experience.
• Create and coordinate special services and packages for groups, tailoring offerings to meet their specific needs and preferences, and effectively communicate these options to potential clients.
• Conduct sales calls, attend sales functions, and participate in events to promote the spa's services and attract new business opportunities.
• Manage and implement spa promotions and marketing efforts, leveraging various channels to reach target audiences and drive customer engagement.
• Monitor departmental expenses and manage payroll to align with budgeted goals, regularly reviewing financial reports, and taking corrective actions as needed.
• Actively participate in the budgeting process, providing valuable input and recommendations based on financial analysis and market research.
• Conduct regular P&L critiques to assess performance, identify areas for improvement, and develop actionable plans to drive the spa's success and profitability.

Job Qualifications:

This position requires a minimum of 5 years managing or leading spa operations.

High School Diploma or equivalent is required; Bachelor's Degree preferred.

This company is an equal opportunity employer.

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