Spa Manager

Summary

Responsible for overseeing day-to-day Spa Operations. Responsible for delivering an unparalleled level of service and unequaled spa experience. Serves as the first point of contact for associates, guests and members to ensure a positive, productive and profitable operation of the spa. Management oversight conducted in a professional manner demonstrating a high level of expertise. Roles and responsibilities pertain to all areas of spa and salon services and retail operation and handled in accordance with the The Boca Raton standards.

Essential Functions

Maintain established resort and departmental policies, procedures, standards, and objectives.

• Adhere to Club Rules & Regulations.

• Maintain a cooperative and professional work relationship and team attitude with members, guests, and staff.

• Adhere to industry code of ethics; shall not enter into gainful employment with a member or guest (i.e. do not solicit or conduct personal business with a member or guest as a private client.

• Motivate, inspire and guide associates in the delivery of Forbes Five Standards

• Participate in regular meetings with Assistant Spa Director, Spa Director and Resort Management.

• Attend weekly Forbes Meeting. Communicate Forbes updates and status of SOS certifications.

• Provide strategic information to the Director regarding all facets of the operation.

• Assist with interviewing, hiring, and providing progressive disciplinary action for spa staff; coach and supervise spa staff.

• Under directive of Spa Director, term employees through HR software.

• Provide and monitor timely annual performance reviews.

• Assist with the development of Standard Operating Procedures.

• Review onboarding certification checklists to ensure all specific tasks, policies, procedures, knowledge etc. are current.

• Review and update SOP manuals to ensure information is current and accurate.

• Assist with the development of training programs. Ensure sufficient time is assigned to ensure an effective onboarding (3-5 day to 3 week) based upon the complexity and role within the spa. Ensure that associates are fully engaged in the Boca Five values, Forbes & SOS standards, and policies & procedures of the spa prior to assuming an operational role in the spa.

• Assist Spa Group Sales & Training Manager overseeing Forbes training. Ensure that all associates are aware of and compliant with standards.

• Meet with all new hires (service providers, concierge, and attendants) to review training expectations and effective execution of onboarding as facilitated by the Treatment Supervisor, FD/Salon Supervisor and Attendant Supervisor. Spa Operations Manager to monitor compliance and sign off on all 30/90 day certifications.

• Spa Operations Manager to communicate New Hire Status, Induction Dates and New Hire pick up with department supervisors ensuring that all training agendas and schedules are reviewed in advance to ensure that the necessary time and commitment has been extended. Spa Operations Manager to oversee effective execution of training by supervisors.

• Spa Operations Manager to facilitate, with the assistance of the Spa Front Desk/Salon Supervisor, onboarding of all new hire salon providers.

• Manage all new hire biometrics to ensure they are able to successfully punch in and out for their scheduled shift.

• Setup all new hire associates in SpaSoft. Ensuring that they are correctly coded based upon the department that they work.

• Spa Operations Manager to monitor due dates of all departmental training (all team class-room settings, assigned HU) to ensure compliance with HR Directive.

• Responsible for ensuring that Shift Details signed and turned in before each Pay Day.

• Maintain a high physical presence in the Spa. Ratio of 75% of time in office and 25% designated to desk work.

• Support Spa Sales & Quality Manager in delivering Forbes training programs to spa associates and providers.

• Monitor interdepartmental meeting (Attendants, Spa Consultants and Spa & Salon Service Providers) submitting meeting notes and ensuring all feasible requests and updates are implemented as directed by Spa Director.

• Assist Spa Director with preparing and leading weekly/monthly planning and operational meetings for spa leadership. Weekly review of Guest Satisfaction Surveys, VIPs, FORBES, Groups, Revenue Pace, Member Events, Team Training/Meetings, Resort Occupancy, Deadlines as assigned by Resort Managers (HR, Finance, Executive Dept.)

• Perform daily facility walk through of specific areas (Salon/Locker Rooms/Great Hall/Pool/Ritual Bath/Second Floor). Conduct Monthly walk through with overnight cleaners to ensure compliance to facility maintenance standards. Reinforce quality standards through daily feedback with staff.

• Evaluate appearance of the spa, facilities, staff and facilitate action plan when necessary.

• Evaluate and maintain efficient operation of the spa including supplies, inventory levels, staffing and sales. Bi-weekly meetings with Spa Director to maintain pulse on operational flow.

• In the absence of the Spa Group Specialist and Spa Sales & Quality Manager, assist with group inquires, contracts, site inspections and attend Pre-Cons.

• Define 5 (five) success factors based around Budget, Team Relation Concerns as communicated by Spa Director’s one-on-one’s and round table meetings, Guest Satisfaction Improvement plan, and Forbes Compliance. To be created by a predetermined date, submitted to Spa Director for approval and then monitored and evaluated on a quarterly basis.

• Identify potential problem areas and facilitate response action.

• Assist Spa Director with monitoring hourly payroll on a weekly basis with the intention of eliminating potential overtime. Communicate directly with Front Desk/Salon Supervisor and Attendant Supervisor to ensure that payroll is in line with business levels.

• Assist with the continual development of spa menu, programs, special promotions, etc. Assist with vendor recommendations, new treatments, and updated protocols.

• Form inter-departmental quality assurance programs with assistance of Spa Supervisors.

• Train all new hire supervisors to ensure they are compliant and effective in their scope of work.

• Manage with the assistance of Front Desk/Salon Supervisor, Attendant Supervisor and Treatment Supervisor monthly, quarterly and triannual evaluations for spa providers evaluations.

• Manage with the assistance of Treatment Supervisor seasonal schedules for providers utilizing SpaSoft reporting to ensure effective utilization of resources. Post blackout dates at the end of Q4 for the following year and update based upon occupancy and group business so that providers have a clear understanding of when they can request off.

• Responsible for looking ahead (21, 14, 7, 3) days in advance for labor needs. Actively communicate and track labor needs. Revenue is only possible if the manpower is present. This is a vital component.

• Manage with the assistance of Front Desk/Salon Supervisor and Treatment Supervisor the Holiday Schedules to ensure that there is effective scheduling to support work/life balance.

• Monitor attendance by performing monthly audits of providers and hourly to ensure compliance of 3 in 30 days.

• Submit Operating and Confirming Purchase Orders (PO) and any other PO requests from Spa Director.

• Create New Vendor Setups. Email New Vendor Setup Forms, requesting test invoice and W9. Sign and submit to accounting and then resubmit once approved to Clint in Accounts Payable. Based on departmental changes, this may change in future.

• Perform weekly/biweekly payroll in the absence of the Director.

• Communicate, monitor and where necessary enter training and meeting hours in Unifocus.

• Monitor Cash Over/Shortage Report and delegate to Front Desk/Salon Supervisor and manage in their absence.

• Monitor all refunds from accounting and delegate to Front Desk/Salon Supervisor and manage in their absence.

• Review concierge/cc schedule after Front Desk/Salon Supervisor has completed to ensure it is accurate and in line with business needs. Assist Assistant Spa Director with Spa Leadership schedule in their absence. In the absence of the Assistant Spa Director, ensure Spa Director reviews prior to posting.

• Responsible for ensuring all licenses and regulatory documentation are current. Ensure all team member addresses are not visible for public display. Send calendar invites as reminder to self and Spa Treatment Supervisor to communicate with team, connect with accounting and ensure displayed literature is current.

• SHIFTNOTE updated daily with pertinent information. Ensure active usage by spa concierge team to ensure all operational issues are tracked, followed up with and measures are implemented to ensure future occurrences are significantly reduced or eliminated.

• KIPSU open and monitored throughout the day to ensure text communications are addressed expeditiously and within stated timeframes.

• Avaya open and readily accessible to confirm that spa concierge is signed in an actively answering calls. Communications sent requesting compliance where necessary.

• Monitor overall department call capture with a goal of 92% based on productivity. Communicate results with Spa Director on a weekly basis.

• Review financial monthly pace and set incentives for front desk with the assistance of Front Desk/Salon Supervisor.

• Monitor the progress and status of spa maintenance items by collaborating with Attendant Supervisor.

• Respond to all member and guest concerns in a prompt, professional, calm and courteous manner.

• Respect guest confidentiality.

• Establish and maintain a cohesive team.

• Lead by example in regards to work ethic, philosophy and guest relations.

• Maintain participation in educational conferences, current literature, workshops and meetings.

• Performs other spa and salon related duties as assigned or requested.

Supervises

Spa Front Desk Supervisor, Spa Attendant Supervisor, Lead Male Spa Attendant, Spa Treatment Supervisor, and Salon Operations.

Internal Relationships

Spa Staff, Fitness, Harborside and Beach Club Management, Housekeeping, Engineering, Resort Staff, M.O.D.

External Relationships

Club Members, Resort Guests.

Qualifications

To successfully fulfill this position, the candidate must have a college degree in Business Administration or Management, minimum two-three years management & operations experience in spa or health related field, ability to manage budgets/financial tasks with accountability, excellent communication skills (English), ability to think and respond quickly to issues or guest needs, ability to handle multiple tasks, computer literate, CPR/AED Certified and attention to detail. Excellent interpersonal, organizational and professional skills. Must be flexible and adapt easily.

Education/Experience Requirements

College graduate in Business, second language, skilled in computerized spreadsheets, inventory, POS, experience in a resort or private club setting, and/or wellness-related field, experience with Spa Software. Internal candidates demonstrating strong leadership skills with solid track record of delivering Forbes Five Star standards and achieving operational goals and objectives.

In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.