Spa Director

About the role

The Battle House Renaissance Mobile Hotel & Spa is an independent franchisee owned and operated by PCH Hotels and Resorts, Inc., which is a separate company from Marriott International, Inc. The hotel employs a Spa Director who oversees and manages the spa's operations.

Responsibilities

• Responsible for selecting and negotiating contracts with vendors for the spa's retail operations, ensuring favorable terms and competitive pricing to maximize profitability.
• Create visually appealing displays to showcase retail products, strategically placing them to attract customers and encourage sales.
• Collaborate with the food and beverage management team to develop and enhance the spa's food service offerings, ensuring a seamless and enjoyable dining experience for guests.
• Maintain accurate inventory records and implement effective inventory control measures to optimize stock levels, prevent stockouts, and minimize waste.
• Implement a preventative maintenance program to ensure all spa equipment is regularly serviced and in optimal working condition, reducing downtime and ensuring a seamless guest experience.
• Establish and enforce rigorous cleanliness standards throughout all spa areas, including restrooms and shower facilities, to provide a hygienic and pleasant environment for guests.
• Stay well-informed about the latest trends and developments in the spa industry, proactively identifying new products and enhancements that can enhance the spa's competitiveness.
• Design and implement incentive programs to motivate spa associates to upsell services and retail products, effectively tracking and distributing commissions or service charges.
• Foster collaboration and information sharing among Spa Directors to exchange service and product ideas, driving continuous improvement across all spa locations.
• Prioritize guest safety and security, regularly reviewing and enhancing protocols to maintain a secure and comfortable environment for guests and associates.
• Lead by example in delivering exceptional customer service, setting the tone for associates, and creating a positive atmosphere for all guest interactions.
• Engage with guests to obtain feedback on product quality and service levels, promptly addressing any issues or complaints to ensure guest satisfaction.
• Empower and provide clear guidelines to associates, fostering a culture of exceptional customer service, and ensuring they receive ongoing training to meet guest expectations.
• Observe and evaluate service behaviors of associates, providing constructive feedback and coaching to drive continuous improvement in service performance.
• Regularly review guest feedback, comment cards, and satisfaction surveys to identify areas for improvement, develop action plans, and share results with associates.
• Make guest satisfaction a central focus in departmental meetings, encouraging discussion and initiatives to enhance the overall guest experience.
• Play an active role in the hiring process, selecting and onboarding spa associates with the necessary skills and qualifications to deliver exceptional service.
• Develop and implement comprehensive orientation and training programs for new hires, ensuring they receive the necessary training to perform their job effectively.
• Effectively communicate performance expectations to associates, monitor their progress, and conduct performance appraisals regularly to recognize achievements and identify areas for improvement.
• Solicit and address associate feedback, utilizing an open-door policy, and taking appropriate action to resolve concerns and improve employee satisfaction.
• Monitor and track spa sales performance, analyzing trends, and implementing strategies to achieve or exceed sales goals.
• Train and motivate spa staff on effective upselling techniques and pricing strategies to maximize revenue and enhance the overall guest experience.
• Create and coordinate special services and packages for groups, tailoring offerings to meet their specific needs and preferences, and effectively communicate these options to potential clients.
• Conduct sales calls, attend sales functions, and participate in events to promote the spa's services and attract new business opportunities.
• Manage and implement spa promotions and marketing efforts, leveraging various channels to reach target audiences and drive customer engagement.
• Monitor departmental expenses and manage payroll to align with budgeted goals, regularly reviewing financial reports, and taking corrective actions as needed.
• Actively participate in the budgeting process, providing valuable input and recommendations based on financial analysis and market research.
• Conduct regular P&L critiques to assess performance, identify areas for improvement, and develop actionable plans to drive the spa's success and profitability.

Requirements

• A minimum of 5 years managing or leading spa operations.
• A High School Diploma or equivalent is required; a Bachelor's Degree is preferred.