Spa Manager

The Spa Sales Manager serves as an ambassador to the spa, representing all of its services to the guests, and to the various departments on property. The position is responsible for managing the Spa Concierge and Spa Attendant team; and assisting in supervising all areas of Spa & Salon, including its services and facilities to ensure the delivery of superior guest service as defined by the Biltmore Spa & Salon. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP'S).

Responsibilities

Oversees the Spa Concierge and Spa Attendant Team and the respective leads for the department; Recruits, interviews, trains, counsels, coaches and disciplines the team; Maintains a professional leadership style and mentors the team; Solves staff concerns in a timely manner, referring the situation to the director if needed; Conducts staff member performance appraisals in a timely manner per the guidelines and timeline dictated by Human Resources; Prepares, monitors, controls and makes recommendations for payroll for the Spa Concierge and Spa Attendant teams in conjunction with the Director of Spa; Keeps a constant eye on business levels and adjusts staffing levels as needed; Oversees payroll, time sheets, scheduling, and staff member payroll issues; Works closely with accounting management and Cashier to ensure proper procedures and disciplinary actions are being followed per the bank guidelines; Performs and/or assigns any reasonably related duties to ensure guest satisfaction and the smooth operation of the Spa in accordance with Biltmore and Leading Hotel Standards; Consistently offers professional, knowledgeable, friendly and engaging service; Resolves guest problems or complaints as needed according to guest problem resolution policy; Provides 'critical eye' perspective to Spa facilities (i.e. cleanliness, repairs, etc.); Ensuring the facility is impeccably neat and clean; Develops strong relationships with all departments within Spa to communicate/resolve issues; Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to appropriate personnel as needed; Participates in the Spa MOD program to provide management presence; Respond to issues that arise in the absence of the Spa Director or other supervisors; Alongside the Director of Spa, responsible for maximizing the departmental revenues; Representing the spa department at precon meetings, FAMs, and site visits and follows through on all prospective business; Attends departmental meetings within the hotel in order to further educate and sell the spa (Concierge, Front Desk, Guest Services, Conference Services, Sales); Meets with group meeting planners to determine how spa can fit into their program, shows the spa facility, answers questions/inquiries and works with the Director of Spa to customize spa programs for groups; Serve as primary contact for Spa groups, and work alongside the Spa Supervisor to ensure all group bookings are accurate; Coordinates contests and/or incentives for the spa team in collaboration with the Director of Spa and vendor partners; Oversees the ordering of all departmental supplies and inventory control for all guest services supplies and the Front Desk area in accordance with par levels and budgets

Requirements

High School Diploma is required; Minimum of three years' experience in a luxury and/or resort spa is required; Must possess excellent communication, organizational, and business skills; Must possess 2-3 years management experience, preferably at a spa and/or resort; Must demonstrate a professional, effective demeanor and maintain standards of excellence in guest service; Must display the ability to work with a variety of people, remain calm and professional during stressful situations, and analyze and resolve guest and/or staff-related problems; Speak, read, write and understand the English language; Compute accurate mathematical calculations; Provide legible communication and directions; Perform job functions with attention to detail, speed and accuracy; Prioritize and organize; Think clearly, remaining calm and resolving problems using sound judgment; Follow directions thoroughly; Understand guest's service needs; Work cohesively with co-workers as part of a team; Work with minimal supervision; Maintain confidentiality of guest information and pertinent resort data; Use a computer keyboard and possess basic typing skills; Possess moderate to advanced computer skills; Work in a dynamic and constantly changing environment; Adept to multitasking