JOB SUMMARY

The Director of Spa is responsible for the overall management and strategic direction of the hotel's Spa and Wellness facilities. This role involves enhancing the guest experience through exceptional service delivery, innovative programming, and effective team leadership. The Director of Spa drives revenue growth while ensuring the Spa operates in alignment with the organization's standards.

ESSENTIAL JOB FUNCTIONS

• Oversees daily operations of the Spa, ensuring high standards of service, cleanliness, and safety are maintained.
• Selects vendors for spa retail 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's actual and projected sales to ensure revenue goals are met or exceeded.
• Maintains cleanliness of spa and related areas and equipment.
• Develops and implements Spa programs and treatments that enhance guest satisfaction and promote wellness.
• Creates a supportive and nurturing environment that consistently delivers a spa experience that exceeds guest expectations.
• Displays leadership in guest hospitality, exemplifying excellent customer service, and creating a positive atmosphere for guest relations.
• Empowers team members to provide excellent customer service.
• Strives to improve service performance.
• Recruits, trains, and mentors a diverse team of spa professionals; conducts regular performance evaluations and foster a positive work environment.
• Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Reviews findings with team members 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 team members with the appropriate skills to meet the business needs of the operation.
• Develops, implements, and maintains a Spa orientation program for team members 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 team members and ensures team members do the same within the team.
• Solicits team member feedback, utilizes an "open door" policy and reviewing team member satisfaction results to identify and address team member 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.
• Develops and manages the Spa budget, monitors financial performance, and implements strategies to achieve revenue and profitability targets.
• Monitors and Manages the payroll function.
• Manages areas of operation to budget by reviewing operating statements, budget worksheets, and payroll progress reports.
• Manages Spa controllable expenses such as guest amenities, linen expense, professional salon products, plants, decorations and paper supplies to achieve or exceed budgeted goals.
• Collaborates with the Marketing team to create promotional campaigns and packages that attract guests; engages in upselling and cross-selling opportunities.
• Creates and coordinates special services for groups including group gifting programs, group amenities, group turndown gifts, letters and invitations, creating special Spa services for specific groups and Spa contract addendum negotiation.
• Develops and Manages Spa promotions including gifting programs, gift with purchase, co-op marketing efforts and holiday events.
• Ensures Spa services are included in all property-related marketing and advertising.
• Identifies and recommends new products and product enhancements to remain competitive in the market.
• Ensures compliance with health and safety regulations, Spa policies, and industry standards; regularly review and enhance service protocols.
• Addresses guest inquiries and feedback, maintaining a proactive approach to resolve issues and enhance guest loyalty.
• Stays informed about industry trends, emerging wellness practices, and competitor offerings to continuously improve services and experiences.
• Works closely with other departments, such as front office and food and beverage, to create integrated guest experiences.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

EDUCATION

• Associate's degree from an accredited university or equivalent work experience in related field.

EXPERIENCE

• A minimum five (5) years of supervisory experience in related field required.

SUPERVISORY RESPONSIBILITIES

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.
• Issues corrective action and makes recommendations for termination.
• Investigates and resolves concerns and complaints.
• Creates department work schedules.
• Approves time records and time off requests; submits payroll.
• Proactively assesses risk to establish systems and procedures to protect organizational assets.
• Ensures compliance with safety regulations.
• Develops and oversees the department's budget.
• Ensures accurate and efficient management of inventory.

LICENSES & CERTIFICATIONS

• License in Massage Therapy - must be state-specific.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
• Strong knowledge of Spa services, treatments, and wellness practices.
• Able to create a supportive and nurturing environment that consistently delivers a spa experience that exceeds guest and team member expectations.
• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
• Analytical and problem-solving skills.
• Strong focus on accuracy and precision.
• Performs well with frequent interruptions and/or distractions.
• Understands how to develop and implement business strategies.
• Ability to interpret and create policies, procedures, and manuals.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Business acumen, including but not limited to financial management, budgeting, cost control, and revenue optimization.
• Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
• Exceptional interpersonal skills to include coaching, counseling, and mentoring.
• Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
• Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with hotel identity and exceeds guest expectations.
• Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
• Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
• Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
• Proficient in negotiations.
• Basic math skills.
• Advanced math skills.
• Basic knowledge of Google Docs/Microsoft Word.
• Proficient in Google Docs/Microsoft Word.
• Basic knowledge of Google Sheets/Microsoft Excel.
• Proficient in Google Sheets/Microsoft Excel.
• Basic knowledge of Google Slides/Microsoft PowerPoint.
• Proficient in Google Slides/Microsoft PowerPoint.
• Basic knowledge of Gmail/Microsoft Outlook.
• Proficient in Gmail/Microsoft Outlook.
• Proficient in M3.
• Proficient in Delphi FDC.
• Proficient in ProfitSword.

TRAVEL REQUIREMENTS

• No travel required.

PHYSICAL DEMANDS

• Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. Specifically, when the amount of balancing exceeds that needed for ordinary motion and maintenance of body equilibrium.
• Stooping: Bending body downward and forward by bending spine at the waist. Specifically, if it is to a considerable degree and requires full motion of the lower extremities and back muscles.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Crouching: Bending the body downward and forward by bending leg and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Particularly for sustained periods of time.Walking: Moving about on foot to accomplish tasks. Specifically, for long distances or moving from one work site to another often.
• Walking: Moving about on foot to accomplish tasks. Specifically, for long distances or moving from one work site to another often.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.
• Pulling: Using upper extremities to exert force in order to draw, haul, or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Specifically, if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Hands to Fingers: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Repetitive Motion: Substantial movements (motions) of the wrists, hands, and/or fingers.
• Close Vision: Clear vision at 20 inches or less. Required to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
• Color Vision: Ability to identify and distinguish colors.
• Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Depth Perception: Ability to judge distances and spatial relationships (three-dimensional).
• Focus Ability: Ability to adjust the eye to bring an object into sharp focus.
• Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a minor amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work yet the work involves sitting most of the time, the job is rated for light work.

DISCLAIMER

This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.

The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.