Job Description
Job Description
Job Description
Position Title: Spa Manager
Reports To: Director of Hotel Operations
Supervises: Spa, Salon, Pool and Fitness Center
Summary of Position
The incumbent in the position is responsible for managing the operations of the Spa, Salon, Pool and Fitness Center area at IMGR&C, ensuring profitability, guest satisfaction, and quality and maintenance of hotel assets according to established policies and procedures.
Key Responsibilities and Performance/Behaviors
- Can explain and demonstrate Hospitality Behaviors and Performance Standards.
- Understands where to get the information needed to complete tasks to standard.
- Can explain and demonstrate technical skills used to complete tasks to standard.
- Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
- Understands how to take ownership of problems and solve them when solutions may not be available.
- Can explain how to request help from others when needed to complete task or goal.
- Has complete knowledge and can tell others of IMGR&C products and services.
- Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
- Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
- Responds to obstacles; finds new ways to reach desired end results.
- In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
- Responds to change by quickly applying talent and skills in a positive way to succeed.
- Supports achievement of Quality Goal; “Do it right the first time.”
- Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
- Makes suggestions to improve performance.
- Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
- Approaches all activities with enthusiasm and encourages enthusiasm from others.
- Chooses a positive approach in all situations.
- Respects individuality of others; continues to communicate in order to work together.
- Speaks positively about guests, other team members and our business in all situations on and off property.
- Treats other with respect in all situations.
- Serves others.
- Identifies and can communicate needs of guests and others.
- Takes quick action to serve others in a way that meets/exceeds their needs.
- Identifies ways to improve individual or team’s service to others.
- Provides service outside job responsibilities if needed to help resort succeed.
- Takes ownership of guest problem(s) until it is solved.
- Meets IMGR&C Appearance standards.
- Professionally supports IMGR&C reputation and image in all situations, on and off property.
- Meets IMG&C policy for attendance.
- Informs supervisor of future absence as far in advance as possible.
- Required to work all Marketing Special Events and Concerts.
- Provides information others need to succeed, in time for them to use it.
- Shares with next shift the information needed for them to succeed.
- Listens to others without interruption; acts on their feedback when possible.
- Asks questions to better understand expectations of others.
- Reports all guest complaints and compliments to Supervisor or Manager.
- Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
- Puts Success of team ahead of personal success.
- Helps other team members succeed without being asked.
- Takes action to resolve conflict between individuals.
- Helps other departments achieve success.
- Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
- Does whatever is necessary to help department and resort success.
- Contributes ideas that support progress and success at shift, team and departmental meetings.
- Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:
- Hire, train, motivate, evaluate, and manage staff to ensure that employees have adequate guidance and resources to achieve established objectives. Act as a lead in the training, management and motivation of the support staff to insure they continue to reach established objectives.
- Establish, implement, and maintain department objectives, standards, guidelines, budget and other administrative process to achieve proper management of the department.
- Research, analyze, and make determinations regarding new equipment and amenities to ensure purchases are within budget, safety, and service objectives.
- Develop accounting systems and monitor inventory items to insure proper control, the ability to facilitate guests' needs, and maintenance of Spa, Salon and Fitness Center standards. Maintain a clean organized work area at all times.
- Research, evaluate and implement programs to promote facilities and profitability in all areas of responsibility.
- Check daily treatment schedule at beginning of each shift to ensure fairness and accuracy in the daily treatment schedule. Post a weekly work schedule for all support staff one week in advance or no later than the day decided on by your Director.
- Assist guests with issues that are beyond the control of supervisors, ensuring guests' satisfaction while operating within established guidelines and policies.
- Coordinate with service providers to ensure proper inventory of professional use products, maintenance of treatment areas.
- Assist in training of policies and procedures of all support staff and the continuation of training with existing staff whenever necessary.
- Resolving customer challenges and issues beyond authority of staff to ensure guest satisfaction while operating within established guidelines.
- Responsible for making sure all employees, Supervisors and Leads have completed their assigned duties on a daily, weekly and monthly basis.
- Taking responsibility for questions or issues that may arise when the Director is not present.
- Adheres to all regulatory, resort, departmental, casino policies and procedures, and the casino Internal Control Structure
- Other duties may be assigned
- Must be able to obtain and maintain a gaming license.
- Supervisory Responsibilities
Directly supervises Spa, Salon, and Pool & Fitness Center. Carries out supervisory responsibilities in accordance with IMG's policies and applicable laws. Responsibilities include interviewing, and training employees; planning, assigning, and directing work; performance reviews; addressing issues and resolving conflicts.
- Education and/or Experience Requirements
Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
- The candidate for this position will have an Associate's Degree and/or a minimum of 5 years of upper management in a Hotel/Resort Spa and Salon environment. A minimum of five years related work experience in the Hotel/Resort Spa environment is required. Mescalero Apache Tribal preference; bicultural experience preferred.
- Knowledge of Microsoft Word, Excel and Power Point
- Physical Demands
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.
While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.
- Work Environment
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.
Must have ability to:
- Use a computer keyboard, calculator, etc.
- Review and comprehend all necessary documentation.
- Observe and direct actions or insubordinates.
- Communicate effectively at all times, with customers as well as all levels of employees.
Job Tags
Work experience placement, Shift work,