Job Description
Job Description
Job Description
Position: Spa Operation Manager Reports to: Spa Director
Department: Spa FLSA: Exempt
Job Summary: Updated: 2024
The Spa Operations Manager is in charge of treatment and responsible for, but not limited to, supporting the Director of Spa in driving spa revenue, and ensuring standards are fulfilled. In addition, the direct functionality of the Spa Operations Manager is to provide a nurturing environment for the therapist staff in order to allow the therapists to provide superior service to our guests, maintain all operating aspects of the Spa and treatment areas, and encourage spa home care sales and repeat guest reservations.
Organizational Structure
The Spa Operations Manager will report directly to the Director of Spa. The functional positions of SPA coordinator will report to the Spa Operations Manager.
Duties and Supporting Responsibilities
Training - Identify and coordinate training needs for therapists with Spa Coordinator
- Day-to-day retail product reminders for therapists for guests’ benefit and retail sales.
- Review that SOP’s have been taught and standards have been met.
- Explain how to handle difficult situations and challenging guests. Provide support and guidance as needed.
- Explain and assist therapists in dealing with inappropriate behavior by guests.
- Ensure Forbes Standards are alive and used consistently.
Spa Operations
- Ensure therapists are guided in a warm and nurturing environment to be able to provide our guests with healing and therapeutic services.
- Oversee treatment rooms and the appearance of all treatment equipment with the assistance of the Spa Manager.
- Encourage repeat guest reservations to drive revenue and care of guests’ wellbeing.
- Create incentive programs to motivate therapist colleagues and drive revenue.
- Ensure communication is open and clear between colleagues and the management team.
- Hold daily lineups.
- Act as Manager on Duty as needed and or directed.
- Assist dissatisfied or disgruntled members.
- Assure that errors in the service delivery process are corrected and praise performance.
- Responsible for timely documentation and the discipline of the staff members per progressive discipline procedures outlined in the Human Resource Policy & Procedure Guide.
- Create an effective monthly schedule that meets the needs of the spa as a business and takes into consideration colleague’s availability and school schedules where applicable. Modify according to the changes in business levels.
- Prepare and discuss annual reviews and goals with the therapist team with assistance from the Spa Manager and Spa Director.
- Prepare and discuss 90-day reviews with the therapist team with assistance from the Spa Manager.
- Ensure all therapists are booked in a suitable room, ensuring that the suites are used to the maximum potential.
- Complete weekly payroll including hourly wages, gratuities/service charge and retail commission by the established deadline.
- Edit clock times in DOLCE. Follow up with colleagues for errors and discrepancies.
- Follow up on maintenance in treatment rooms and suites.
- Keep current on state licenses, Certificate of Insurance/Tax Exemption other Club requirements for independent contractors.
- Participate and prepare for departmental meetings.
- Attend Club meetings as required or directed by the Spa Director.
Interviews
- Meet with spa therapist candidates to help select the best available new colleagues.
Inventory and Purchasing
- Together with the Spa coordinators, conduct monthly inventories of treatment supplies. Submit EOM inventory reports in a timely manner.
- Oversee that weekly stock inventories are accurate to assist in keeping correct par levels.
- Prepare purchase orders on time to ensure treatment supplies are available as needed to conduct business, ensuring competitive pricing is obtained.
Planning and Preparation
- Review reservations to ensure the treatment sequence is correctly booked and colleagues have timely breaks.
- Ensure services are distributed to enhance guest comfort and even and fair load for therapists.
- Maximize revenue potential by reviewing therapist availability and suite reservations. Oversee room assignments.
- Ensure treatment supplies are in stock and well organized.
- Ensure colleague requests for sick days, vacations, and personal days are entered in DOLCE.
- Plan for Human Resources offered training.
- Together with the Spa Manager, conduct monthly and quarterly inspections as required Update standards and logs as required.
Success Profile for this role
Purpose
Member focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.
Process
Drive for results Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional & Technical Skills Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Organizing Can marshal resources (people, funding, material, support, and time) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources and time effectively and efficiently; arranges information and files in a useful manner. Sets clear goals and responsibilities, and monitors progress and results.
Problem-Solving Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom, and experience.
People Developing Others
Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organization; is a people builder.
Interpersonal savvy Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Building Effective Teams Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Directing Others Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.
Personal
Self Development Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits. Picks up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.
Ethics and Values & Integrity Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.
Humility Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximizes the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.
Composure Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
This description is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances (changes in personnel, workload, rush jobs, emergencies, or technological developments) change.
Job Tags
Hourly pay, For contractors,