Wellness Guide Manager

4 weeks ago

Tucson, United States Canyon Ranch Full time
Job DescriptionJob Description

Overview

Canyon Ranch guides the pursuit of wellbeing on a path through immersive destinations to a lifetime of proven answers. We inspire your well way of life through Integral Answers, Personal Guidance, Lifetime Impact and Evidence-based Progress.


Responsibilities

Program Advising Manager is responsible for managing the smooth, cost-effective operations of the Program Advising department. Work collaboratively with managers across the property to ensure the highest level of guest satisfaction possible. Lead the Program Advising team to achieve a high level of excellence, and depth of engagement. Inspire the team to be inspiring. Reports to the Rooms Director.

Guest Experience: Ensure consistency of guest service through Call Evaluations for a portion of the team. Ensure high quality guest service through critical eye to ensure standards are met. Maintain a presence with guests and staff to ensure guest/employee satisfaction. Monitor CMS and PA Call Metrics to ensure optimal scheduling and service for guests. Monitor Underage guest arrivals and do weekly audit for accuracy of policy guidelines. Review positive and negative guest surveys involving Program Advising with staff for development. Trouble shoot and resolve guest issues and or complaints as needed.

Operations: Create and maintain department policy, procedure, and standards manuals. Maintain accurate job descriptions for PA staff. Analyze the various reports (budget variance, payroll variance, service bookings, and month-end) and make recommendations and decisions based on applicable and available data.

Staff Supervision: Oversee on-going training for staff; assist in maintenance of the Intranet. Oversee PA Incentive program. Oversee the team’s attendance, tardiness, and PTO. Select, hire, train, schedule, counsel, terminate and conduct performance reviews.

Financial Accountability: Adjust availability of staff when needed, due to house counts, call volume, illness, vacations, etc. Approve and ensure accuracy of payroll time sheets and Genesis entries in a timely manner. Monitor service bookings and adjust weekly focus of TV boards to highlight areas with lower revenue.


Qualifications

Associates Degree or equivalent experience required.

Bachelor’s Degree or equivalent experience preferred.

Must have prior knowledge of position/industry (3-5 years previous experience in same or related field).

Leadership role in social services, counseling, coaching or similar field.

CPR/AED certification required within 90 days of employment.

Strong organizational and computer skills. Ability to create an empathetic and encouraging environment for all guests and colleagues. Ability to anticipate, identify and resolve problems quickly and effectively.

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