Spa Manager

Description

The Spa Manager is responsible for the overall management and operation of the spa and health center (gym), ensuring a high standard of service and guest satisfaction that aligns with Hilton Spa Standards. This role involves strategic planning, team leadership, operational excellence to uphold the highest standards of service, cleanliness and guest satisfaction, managing the spa and gym team, maintaining inventory, implementing and executing marketing and pricing strategies, and ensuring compliance with health and safety regulations.

What will I be doing?

Operational Management:

• Oversee the daily operations of the spa and health center (gym), including opening and closing procedures, scheduling and inventory management.
• Ensure all spa and gym services and facilities and cleanliness are maintained to the highest standards.
• Monitor and manage spa and gym budgets, including payroll, revenue, and expenses to ensure targets are met
• Develop and implement operational policies and procedures to ensure efficient, effective service and consistent delivery.
• Implement Treatment Protocols and ensure all spa services and treatments are delivered according to established protocols and standards.
• Coordinate with other hotel departments to ensure seamless guest experiences.
• Stay current with industry trends and innovations to continually enhance the spa’s offerings

Guest Experience:

• Ensure exceptional guest service standards are maintained at all times in both the spa and gym.
• Handle guest complaints and feedback professionally and efficiently.
• Develop and implement guest satisfaction initiatives and monitor their effectiveness.

Staff Management:

• Recruit, train, and manage spa and gym staff, including supervisors, interns, therapists, trainers, receptionists, and attendants.
• Conduct regular performance reviews and provide ongoing training and development opportunities.
• Create staff schedules to ensure adequate coverage and optimal service delivery.
• Foster a positive and collaborative work environment, encouraging teamwork and excellence while meeting retail and treatment sales targets.

Marketing and Sales:

• Develop and execute marketing, revenue and promotional strategies to attract and retain guests.
• Collaborate with the marketing team to create promotional materials and campaigns.
• Monitor and analyze sales and marketing data to identify trends and opportunities to recommend new treatments and services and manage spa pricing accordingly

Inventory and Supplies:

• Manage inventory levels of spa and gym products and supplies, ensuring timely ordering and restocking.
• Negotiate with suppliers to secure the best prices and terms.
• Conduct regular inventory audits to prevent shortages and overstocking.
• Identify and develop partnerships with suppliers to enhance the treatments and services

Health and Safety:

• Ensure compliance with all health and safety regulations and standards in both the spa and gym.
• Implement and maintain hygiene and sanitation protocols for the spa and gym.
• Conduct regular health and safety training for spa and gym staff.

Financial Management:

• Prepare and manage the spa and gym budget, ensuring financial targets are met.
• Monitor financial performance and implement strategies to increase revenue and control costs.
• Prepare regular financial and operational reports for senior management.

Supportive Functions:

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions: 

• Assist in developing and updating the spa and gym service menu.
• Support the Sr. Director of Resort Experience in strategic planning and development of new wellness programs.
• Ensure spa and gym areas are cleaned and maintained to the highest standards.
• Participate in hotel management meetings and contribute to overall hotel strategy and operations.
• Assist in organizing special events and promotions to drive business to the spa and gym.
• Maintain a positive working relationship with other hotel departments to ensure smooth operations.
• Provide cover and support for other management roles within the spa and gym during absences or peak periods.
• Ensure all equipment in the spa and gym is well-maintained and arrange for repairs or replacements as needed.
• Assist in maintaining accurate records of guest preferences and feedback to tailor services to their needs.

Requirements

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!