Spa Operations Manager

1 week ago

Truckee, California, United States Marriott Full time
Job Summary

The Spa Manager is responsible for overseeing the daily operations of the spa, ensuring exceptional guest satisfaction, and achieving the operating budget. This role requires strong leadership and communication skills to manage a team of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage, and locker room areas.

Key Responsibilities
  • Supporting Management of Spa Operations and Budgets
    • Assumes the responsibilities of the Spa Director in their absence.
    • Ensures all employees have the proper supplies, equipment, and uniforms.
    • Comprehends budgets, operating statements, and payroll progress reports to assist in the financial management of the department.
    • Manages supplies and equipment inventories within budget.
    • Maintains the cleanliness of the spa and related areas and equipment.
    • Understands the impact of the department's operations on the overall property financial goals and objectives and manages 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 focuses 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 provides feedback to individuals.
    • Participates in employee progressive discipline procedures.
    • Participates in an ongoing 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 ongoing training initiatives and conducts training when appropriate.
    • Establishes and maintains open, collaborative relationships with employees and ensures 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 supports the Peer Review Process.
    • Assists the Spa Director in managing the day-to-day operations of the spa as necessary.

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