Job Description
Spa Manager Department: People Operations Practice
Employment Type: Full Time
Location: Governors Island
Description About Our Client: Our client is a Luxury Spa located in Manhattan, NY. The client has 11 fully operating spa locations in Italy and is now expanding it's Luxury spa services in the US. The Spa Manager will oversee the guest wellness experience at the Spa and manage a team of 8 Licensed Massage Therapists. The Spa Manager will be responsible for overall wellness and associated products. This includes orders, inventory, and maintaining stock levels of skin care cosmetics, oils, scents, and fragrances, to ensure that the spa always has the relevant products needed for our guests. The Spa Manager is highly present; involved in training and development of the team, guest recovery, and consistently driving excellent guest service delivery and performance.
Key Responsibilities Day-to-Day Responsibilities also include: - Have a basic understanding of massage techniques and body anatomy, which will help them in training and ensuring quality services.
- Must have excellent customer service skills, be a
- Able to handle scheduling, and have a strong sense of hospitality.
- Must have a strong personality to reinforce the policies and procedures and not let the massage team take over.
- Regularly engages with, motivates, and supports Massage Therapists in delivering the finest experience for guests.
- Acts as a role model for the service skills that meet the clients desired goals and objectives.
- Able to develop and train team members on excellent guest service expectations.
- Ensure employees are engaging with guests, understanding their needs, and providing solutions.
- Provides operational management to employees, including coaching, training, providing feedback and direction in helping the team to achieve goals.
- Prepares weekly schedules for 8 Massage Therapists two weeks in advance and sends to employees.
- Provides ongoing performance feedback and recommendations to the Spa Director with the goal to continuously improve the Massage Therapist team at the Spa.
- Ensure staff adheres to safety, cleanliness, and product quality standards.
- Oversees inventory levels of products and places product orders in a timely fashion.
- Collaborates well and communicates consistently with the operations team to ensure guests needs are the priority and are satisfactorily met.
- Responds to complaints, taking any and all appropriate actions to turn dissatisfied guests into returning guests.
- Achieves guest service objectives by contributing to guest information and making recommendations to strategic plans and reviews.
- Ensures that company policies and procedures are followed.
- Performs other related duties as assigned.
Skills, Knowledge and Expertise Must Haves: - Supervisory experience required.
- Previous Spa experience preferred but not required.
- Hospitality experience required.
- The ability to demonstrate exceptional customer service.
- Must be proficient in Windows and Microsoft Office.
- Ability to work flexible hours as required including nights, weekends, and holidays
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous, and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Bachelor's Degree in Management, Hotel Administration, Business, or related field preferred.
- At least two years of Hospitality or related experience required.
- Must be willing to work a flexible schedule including some evenings, weekends and holiday
- Must be willing to work twice a week from 12pm to 8pm EST
Benefits Benefits: Health, Dental, Vision (98% covered by company)
Flexible PTO
401k Matching
Free use of the spa on days off!
Job Tags
Holiday work, Full time, Flexible hours, Night shift, Afternoon shift,