Spa Guest Services Manager

Tradition and modernity coexist at The Hotel Ivy, a Luxury Collection Hotel in Minneapolis. Our full-service, luxury hotel has 136 rooms and suites, original artwork, fine linens, the award-winning Anda Spa as well as Monello Restaurant and Constantine, our basement speakeasy.
Our gracious team is ready to welcome you to the family. You can be part of a passionate group of people that has fun, works hard, and loves one another. When you join the HEI family, you also get the benefit of the HEI Loves culture. HEI Loves is dedicated to celebrating our associates by offering the most competitive compensation, benefits, and PTO programs. Our associates are also eligible to take advantage of everything from health and wellness packages and robust retirement plans to travel benefits, product and service discounts, and much more.
Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply.

Provide assistance, guidance and leadership to The Spa Team, ensuring consistent compliance with spa industry guidelines and hotel policies, and quality guest service while maximizing departmental profits. This position oversees The Spa in the absence of the Spa Director.

• Support Spa Director regarding spa's daily quality process including goal communication, associate improvement, compliance with HEI Hotels and Resorts' standards of product and performance, service recovery and problem resolution. Provide assistance in disseminating feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
• In conjunction with Spa Director and based on approved staffing plans: interview, hire, train, motivate, conduct performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate for spa associates including, but not limited to Supervisor(s), Therapists, Front Desk and Attendants. 
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct Spa Therapists and Associates in details of work. Observe performance and encourage improvement. Monitor business levels and hotel occupancy and make staffing adjustments accordingly. 
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. 
• Support established budgeting, forecasting, cost and inventory controls.
• Assist in preparation of forecast expenses and actual results for the spa revenue and expenses. 
• Provide expertise with regard to the spa's core business vis-à-vis company meetings and activities.
• Be available and able to assist in all aspects of operations as needed based on business needs.
• Comply with attendance rules and be available to work on a regular basis. 
• Perform any other job related duties as assigned.

• High School diploma required, Bachelor's Degree preferred.
• Hotel experience preferred.
• Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiation of vendor contracts, analytical ability and the planning, organization development and coordination of large scale work projects. 
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. 
• Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. 
• Ability to be mobile for significant distances between and within buildings on the property with or without reasonable accommodation.
• Ability to observe performance and detect signs of emergency situations and respond with proper action.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. 

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.