DIRECTOR OF LUXURY SPA & WELLNESS

About the Role

At Crescent Hotels & Resorts, we are a team of hospitality professionals deeply connected to and proud of the exceptional experiences we provide for our guests. We understand what it takes to be part of something great and encourage you to bring your true self to work every day. We celebrate and support our associates through health & wellness programs, learning and development opportunities, and travel discounts.

Responsibilities

• Manage the day-to-day operations of the spa.
• Coordinate non-management staff, including massage therapists, estheticians, stylists, and attendants.
• Maximize departmental sales (services, retail) and profits.
• Oversee aesthetics, merchandising, marketing, maintenance, cost controls, inventory, and reporting.
• Operations & Budget Management:
  • Select and manage vendors for spa retail, including contracts and purchasing.
  • Oversee retail product research, selection, purchasing, and display.
  • Monitor and control supply inventories, uniforms, and purchasing processes.
  • Track actual and projected sales to ensure revenue goals are met or exceeded.
  • Maintain high standards of cleanliness and functionality for all spa facilities and equipment.
• Sales & Marketing Strategy:
  • Develop and coordinate group spa experiences, including amenities, gifting programs, and customized services.
  • Plan and execute spa promotions, seasonal offers, and holiday events.
  • Ensure spa services are highlighted in property marketing and advertising.
  • Recommend new products, services, and enhancements to remain competitive.
• Revenue Management & Finance:
  • Oversee payroll, scheduling, and labor costs.
  • Review operating statements, payroll reports, and budget worksheets to meet financial goals.
  • Manage controllable expenses such as amenities, linens, salon products, décor, and supplies.
  • Collaborate with sales and catering teams to accommodate group requests, review contracts, and ensure accurate billing.
• Guest Experience & Service Excellence:
  • Lead by example in delivering outstanding guest service and creating a welcoming atmosphere.
  • Empower team members to resolve guest concerns and provide exceptional service.
  • Monitor guest satisfaction surveys, feedback, and comment cards to identify improvement opportunities.
  • Partner with housekeeping and engineering to maintain a pristine, well-functioning spa environment.
• Human Resources & Team Development:
  • Recruit, interview, and hire qualified hourly staff.
  • Develop and deliver comprehensive training and onboarding programs.
  • Conduct performance appraisals and create development plans for team members.
  • Foster a collaborative, communicative, and motivated work environment.
  • Maintain an open-door policy, address employee concerns, and act on engagement feedback.
  • Recognize achievements and celebrate team successes.

Requirements

• 4-year bachelor’s degree in Business Administration, Hotel & Restaurant Management, or a related field.
• 5 years of experience in spa, guest services, front desk, sales/marketing, or a related field.
• Strong communication skills, both written and verbal.
• Professional presence with the ability to lead by example.
• Excellent interpersonal skills with guests, employees, and vendors.
• Ability to handle conflict with tact, patience, and diplomacy.
• Strong problem-solving and decision-making skills.
• Detail-oriented with the ability to observe and respond to operational and guest needs.
• Flexible, team-oriented, and hands-on leadership style.
• Willingness to work a variety of shifts, including days, evenings, and weekends.

Qualifications

• Behaviors:
  • Thought Provoking: Capable of making others think deeply on a subject.
  • Team Player: Works well as a member of a group.
  • Loyal: Shows firm and constant support to a cause.
  • Leader: Inspires teammates to follow them.
  • Innovative: Consistently introduces new ideas and demonstrates original thinking.
  • Functional Expert: Considered a thought leader on a subject.
  • Enthusiastic: Shows intense and eager enjoyment and interest.
  • Detail Oriented: Capable of carrying out a task with all necessary details.
  • Dedicated: Devoted to a task or purpose with loyalty or integrity.
• Motivations:
  • Self-Starter: Inspired to perform without outside help.
  • Goal Completion: Inspired to perform well by the completion of tasks.
  • Ability to Make an Impact: Inspired to perform well by contributing to the success of a project or organization.

Benefits

• Highly competitive wages.
• Exceptional benefit plan for eligible associates and family members.
• RSP/401K matching program for eligible associates.
• Flexible scheduling to focus on what is important to you.
• Discounts at Crescent-managed properties in North America for you and family members.
• Marriott Hotel Discount.
• Tuition Assistance Benefit.

Pay

For applicants working in NYC or New York, the anticipated compensation range is $100,000.00–$110,000.00 per year. The salary offered will depend on factors such as years of experience, education, and work location.