Assistant Spa Manager

GENERAL SUMMARY

Assistant Spa Manager assists with overseeing the coordination of spa guest requests and is involved in budgeting, forecasting, payroll details and scheduling. Is involved in overseeing product inventory and ordering, manages spa supervisor, spa attendants, spa reception and spa reservationists. Reports to Spa Manager.

CORE SCOPE OF POSITION

• With the Spa Manager plans, manages, and coordinates the daily operations of the spa including training, performance review, and disciplining of staff.
• Creates a team approach with spa supervisor, receptionists and support staff in order to service all groups with accuracy and professionalism.
• Hires, trains, and schedules front desk staff in accordance to business demands and budget.
• Coaches and counsels staff to uphold policies.
• Monitors guest satisfaction and reports any concerns or methods for improvement to Spa Director.
• Provides excellent customer service and monitors guest feedback using comment cards and other customer care techniques. Supervises and follows up on guest requests and comments.
• Creates and maintains services in spa computer systems.
• Maintains updated member listing (if applicable) and encourages staff to learn about the members.
• Assists Spa Director/Manager with general spa marketing and public relations strategy.
• Assists with the development of a comprehensive sales plan for groups visiting the property.
• Attends pre-cons as needed.
• Assists with coordination of spa events for the purpose of sales generation and community awareness.
• Submits all paperwork and financial reporting.
• Oversees the billing for the group business.
• Assists with the creation of a calendar of events (both onsite and offsite) for the spa.
• Ensures that the spa is successfully positioned within the respective marketplace by assisting on the completion a competitive analysis and determining strengths and weaknesses of all significant competitors.
• Responsible for visiting local businesses and resort/historical area to ensure spa collateral is available and current.
• Assists with the booking of outside prospects such as new local group business including corporate, personal, and bridal.
• Prepares any incident or accident reports and forwards them to the Spa Director.
• Supervises effective daily operations including opening and closing procedures, facility inspections, linens, and general facility maintenance.
• Works with spa leadership as a steward to the facility to ensure areas are clean, safe, and well maintained.
• Ensures appropriate facility supervisory coverage
• Always ensures the Viejas guest service experience for guests by maintaining the standards.
• Adheres to company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
• Performs other duties assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of - these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

• Is a role model of the Viejas’s service culture.
• Leads by example and creates strong morale and engagement in his/her team.

• Communicates company and departmental goals and fosters open communication across the department.
• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Always interacts with internal and external guests with a positive attitude and professionalism.

SUPERVISION

• Provides supervision of all staff during assigned shift.

EDUCATION/CERTIFICATION

• High school diploma or General education degree (GED).
• Bachelor’s degree preferred in area of hospitality, exercise science, health education, business or related field.

KNOWLEDGE AND SKILLS

• Creative in marketing and promotion, sales oriented.
• Effective leadership skills and a strong work ethic.
• Excellent customer service skills.
• Efficient, well organized, and able to handle a variety of duties simultaneously.
• Energetic, enthusiastic and motivational.
• Professional manner, discretion, and appearance.
• Excellent verbal and written skills.
• Must be flexible to work different shifts, evenings, and holidays.

EXPERIENCE

• 3 to 5 years of experience in hospitality industry, preferably in sales capacity.
• Experience with professional spa services and treatments preferred.
• Experience with event planning preferred.