Spa Director

Company: The Opus, Westchester
Location: White Plains
Posted on: March 11, 2023

Job Description:

The Opus Westchester is a luxury lifestyle hotel that is part of Marriott's Autograph Collection located in the White Plains area in New York. The Opus Westchester is looking for an experienced Spa Director to join our team. The Spa Director will oversee the operations of the spa and salon areas in hotel. Responsible for managing and supervising all areas of the spa & salon, including its programs, services, hours of operation, facilities and staff.

Coordinates the delivery of spa services, including salon, skin care, fitness and wellness, massage, program coordinating, reservations, reception desk and locker room areas. As a department head, directs and works with the management team and hourly employees to successfully execute all spa operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Focuses efforts towards maximizing departmental sales (i.e., services and retail and profits). Responsible for aesthetics, merchandising, marketing, maintenance, cost controls, inventory, and reporting. Typically a single incumbent position.

Education and Experience

--- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the spa, guest services, front desk, sales and marketing, or related professional area.

OR

--- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the spa, guest services, front desk, sales and marketing, or related professional area.

CORE WORK ACTIVITIES

Managing Spa Operations and Budgets

--- Selects vendors for spa retail operations and managing contract agreements.

--- Oversees retail product research, product selection and purchasing, product display.

--- Manages supply inventories and purchasing control, including uniforms.

--- Monitors the spa's actual and projected sales to ensure revenue goals are met or exceeded.

--- Maintains cleanliness of spa and related areas and equipment.

Managing Spa Sales and Marketing Strategy

--- Creates and coordinates special services for groups including group gifting programs, group amenities, group turndown gifts, letters and invitations, creating special spa services for specific groups and spa contract addendum negotiation.

--- Develops and Manages spa promotions including gifting programs, gift with purchase, co-op marketing efforts and holiday events.

--- Ensures spa services are included in all property-related marketing and advertising.

--- Identifies and recommending new products and product enhancements to remain competitive in the market.

Managing Spa Revenue Management Strategy

--- Monitors and Manages the payroll function.

--- Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.

--- Manages Spa controllable expenses such guest amenities, linen expense, professional salon products, plants, decorations and paper supplies to achieve or exceed budgeted goals.

--- Attends sales & catering meetings. Work closely with the catering department to accommodate group requests. Review group billing and procedures to ensure accuracy.

Ensuring and Delivering Exceptional Customer Service

--- Displays leadership in guest hospitality, exemplifying excellent customer service, and creating a positive atmosphere for guest relations.

--- Empowers employees to provide excellent customer service.

--- Strives to improve service performance.

--- Work with the housekeeping department in regards to the cleanliness of the facility maintaining high levels of cleanliness. Tracks spa maintenance work tickets and repairs.

Conducting Human Resources Activities

--- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

--- Reviews findings with employees to develop appropriate corrective action, sharing plans with property leadership and ensuring corrective action is taken to continuously improve results.

--- Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.

--- Develops, implements and maintains a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job.

--- Administers the performance appraisal process for direct report managers.

--- Develops business goals and creates appropriate development plans.

--- Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.

--- Solicits employee feedback, utilizes an "open door" policy and reviewing employee satisfaction results to identify and address employee problems or concerns.

--- Ensures that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizing performance, and producing desired business results.

--- Celebrates successes and publicly recognizes the contributions of team members.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times.
Can communicate well with guests. Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. 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. Ability to observe and detect signs of emergency situations. Exceptional verbal and written communication skills. High school diploma or equivalent preferred.

Keywords: The Opus, Westchester, White Plains , Spa Director, Executive , White Plains, New York