JOB SUMMARY
Responsible for managing and supervising all areas of the spa, including its programs, services, hours of operation, facilities and staff. Coordinates the delivery of spa services, including salon, 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 hourly employees to successfully execute all spa 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, 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; 2 years experience in the spa, guest services, front desk, sales and marketing, or related professional area.
CORE WORK ACTIVITIES
Managing Spa Operations and Budgets
- 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.
Managing Spa 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 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 recommending new products and product enhancements to remain competitive in the market.
Managing Spa 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 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 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.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.
