Spa Director

The Reflections Spa Manager

The Reflections Spa Manager manages the daily operation of the spa facilities and assumes complete responsibility for the spa as necessary. The manager works to ensure that all activities are consistent with and supportive of the spa’s business plan. The manager ensures all employees are performing their job responsibilities and meeting expectations in all areas of their job descriptions. The manager is also fully responsible for the financial and guest satisfaction of the spa.

STANDARD SPECIFICATIONS:

1. Meets financial objectives by developing financing; establishing and monitoring financial controls; developing and implementing strategies to increase number of services and average guest spend.
2. Maintains operations by preparing policies and standard operating procedures; implementing production, productivity, quality, and patron-service standards; determining and implementing system improvements.
3. Maintains patron satisfaction by monitoring, evaluating, and auditing product and service offerings; initiating improvements; building relationships with preferred patrons.
4. Accomplishes spa and human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining staff; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
5. Maintains safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations; maintaining security systems.
6. Maintains all spa licensing & inspections within local, state, and federal regulations.
7. Maintains professional and technical knowledge by tracking emerging trends in the spa industry; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
8. Accomplishes company goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
9. Consistently provides a quality product and customer service experience that delivers total customer satisfaction. He or she models and creates an environment in which the customer is always right; ensures a positive customer service experience.
10. Responds positively and quickly to customer concerns. He or she corrects potential problems before they affect customers.
11. Hires high quality people who demonstrate and ensure consistent customer satisfaction.
12. Ensures all employees are trained, motivated and empowered to deliver total customer satisfaction. Evaluates each employee’s ability to maintain high levels of customer satisfaction.
13. Maintains spa at the level necessary to meet or exceed the company standards for Quality, Service and Cleanliness (QSC).
14. Utilizes labor effectively to meet budgets while ensuring high quality of QSC.
15. Continuously improves the skills, knowledge and morale of all employees. He or she treats the employees with dignity and respect; creates an environment where the entire team does the same.
16. Effectively utilizes all training programs from new employee orientation up to and including management training classes.
17. Prepares qualified employees for promotion to the next position. He or she continually develops adequate numbers of shift leaders to meet the objective of the business plan.
18. Evaluates each employee’s performance based on clearly communicated standards and expectations. Holds the employees accountable for performance. The director makes tough decisions regarding all performance related issues in the spa; confronts poor performance.
19. Ensures business and personnel practices are within the law and consistent with policies and procedures.
20. Serves as a role model and sets a positive example for the entire team in all aspects of business and personnel management.
21. Enforces all labor laws (federal, state and local).
22. Follows procedures to maintain the safety and security of all employees, customers and company assets (building, cash, equipment, supplies).
23. Upholds spa safety and sanitation requirements, to ensure the health and safety of our customers and employees.
24. Ensure that all guests feel welcome and are given attentive, friendly, and courteous service at all times.
25. Ensure that all services are consistently delivered according to the spa’s standards.
26. Achieve company objectives in sales, service, and quality, appearance of facility, sanitation, and cleanliness through training of employees and by creating a positive and productive working environment.
27. Control cash and other receipts by adhering to cash handling and reconciliation procedures in accordance with restaurant policies and procedures.
28. Fill in where needed to ensure guest service standards and efficient operations are always meeting guest expectations.
29. Continuously strives to develop staff in all managerial and professional areas.
30. Prepare all required paperwork, including forms, reports and schedules in an organized and timely manner.
31. Ensure that all equipment is kept clean and kept in excellent working condition through personal inspection and by following the spa’s preventative maintenance programs.
32. Responsible for all spa inventories including linen, merchandise, service products, & tool inventories and must constantly manage & maintain documented detailed status in all areas including on hand quantities and costs.
33. Ensure product is always on hand on an as needed basis, through systematic ordering and forecasting techniques.
34. Ensure that all products are received in correct unit count and condition, and, deliveries are received in accordance with the company receiving policies and procedures.
35. Assist in developing, planning, and executing spa marketing, advertising, and promotional activities and campaigns.
36. Cooperate with all corporate departmental needs and work alongside support departments to improve all aspects of the business.
37. Ensure all group booking segments such as wedding and corporate receive detailed planning and service that meets the company standards.
38. Respond to any & all corrective action requests from Assistant GM in a timely manner.
39. Ensure all team members have necessary tools to perform daily duties.
40. Communicate well all aspects of weekly operations by leading weekly team management meetings.

Requirements:

1. Must be able to speak, read, write and understand the primary language(s) used in the workplace i.e. English.
2. Must be able to read and write to facilitate the communication process.
3. Requires good communication skills, both verbal and written.
4. Must possess basic computational ability.
5. Must possess basic computer skills including MS Excel and MS Outlook.
6. Must have excellent interpersonal and sales-related skills.
7. Must have exceptional organizational, supervisory skills.
8. Must be able to prepare and analyze data and figures, and transcriptions prepared on and generated by computer.
9. High school or equivalent education required. Bachelor’s Degree preferred.
10. Three years or more of spa management experience required.
11. All employees must maintain a neat, clean and well-groomed appearance per the Crystal Springs Resort standards.

Enjoy Crystal Springs Employee Perks!

• Discounted Minerals Sports Club Membership
• 30% Dining/Retail Discount
• 30% Spa Discount
• Discounted Stays at the Hotels
• Discounted admission to Events & Festivals
• Complimentary Golf