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SalaryJOB SUMMARY
GENERAL RESPONSIBILITIES:
As the nation’s premier athletic club, the Detroit Athletic Club is not simply a place to be, but a place to belong. The Athletic Spa Manager is responsible for successful leadership and smooth operations of the DAC’s Spa and is accountable for services such as massage and esthetician along with continuing education opportunities to keep us in the forefront. The position also serves as a member of the Athletic department’s management team, and enhances the DAC's mission by, for example, offering new services and specialty programs, reaching out to bring new and existing members to Athletic Department Spa and providing hands-on leadership.
Responsibilities
Maintain schedules for all spa employees.
Oversee all front desk operations and staff to ensure a positive guest experience
Hold team individually and collectively accountable to meeting goals and upholding policies.
Maintain a safe and compliant environment.
Champion for guest satisfaction and works with department leadership to investigate and resolve any issues with guests and/or team members.
Anticipate, identify and ensure member needs are being met in the best possible way.
Monitor member satisfaction with surveys, focus groups and comment cards.
Develop and deliver credible, competitive, value-plus service to the member.
Maintain fresh, effective programs to consistently retain and grow
Develop and maintain compensation guidelines for member complaint handling.
Maintain an up to date version of the Spa Procedure Manual and ensure compliance.
Implement ongoing skills training to ensure service standards are being upheld.
Develop and monitor Job Descriptions and Staff Goals
Maintain professional relationships with suppliers and providers.
Position Qualifications:
- The person holding this position must have five to seven years of progressively successful, supervisory, and professional experience with outstanding people, marketing, management, problem solving, communications, computer, coaching, and training skills, or equivalent.
- Current CPR, First Aide, AED certification a plus.
- A high ability to communicate effectively with members and team members both in person and on the phone.
Leadership Competencies
Vision: Ensures a high level of service with a commitment to changing lives. Provides staff and contractors with orientation, training, development, and recognition.
Collaboration: Builds relationships to create affinity groups. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
Operational: Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
