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Retail Spa Manager

Company: Rosewood Miramar Beach
Location: Santa Barbara
Posted on: June 20, 2022

Job Description:

Job Description Begin Your Rosewood Journey We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you. Rosewood Miramar Beach is looking for an Assistant Director of Spa to join the Forbes Five Star Spa Team ! Overview Responsible for and knowledgeable of the Departmental SOPs and policies to better understand and conduct the different managerial functions in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy that serves as a guide to respective staff. Essential Duties and Responsibilities Lead as a role model ("Rosewood Brand Ambassador") for the Rosewood culture, vision, mission, and core values, according to the Rosewood Principals, at all times to ensure maintenance and clarity of brand integrity. Foster and promote a cooperative working climate, maximizing productivity and associate morale. Exercise discretion and judgment to resolve guest complaints, ensuring guest satisfaction. Anticipate guests' needs, be "intuitive", respond promptly to their needs, and acknowledge all guests, however busy and whatever time of day. Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments, and location. All Sense Spa offerings Daily house counts and expected treatments/arrivals/departures/ VIPs. Scheduled in-house group activities, locations, and times. All hotel and departmental policies and procedures. Monitor and maintain cleanliness, sanitation, and organization of all public areas and assigned work areas, including checking Housekeeping storage areas for proper supplies, organization, and cleanliness. Order any necessary supplies through Birchstreet and instruct designated personnel to rectify cleanliness/organization deficiencies. Review and analyze daily business levels to anticipate critical situations and plan effective solutions to best expedite these situations. Prepare for a pre-shift meeting with the team to review all information pertinent to the day's business. Maintain complete knowledge of correct maintenance and use of equipment. Ensure equipment is used properly, only as intended. Determine what work orders for maintenance repairs are required and ensure the order is submitted to Engineering. Contact Engineering directly for urgent repairs Constantly supervise staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel. Effectively address staff issues and questions and resolve staff issues promptly to ensure associate engagement. Ensure that standards are maintained and executed at a superior level daily and correct any behavior not according to standards. Lead and adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations. Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow associates. Always promote positive guest relations. Document all guest requests, complaints, or problems, and communicate efficiently. Monitor team members' interactions with guests, ensuring prompt and courteous service; resolve discrepancies with respective associates. Identify situations, which compromise the department's standards and delegate these tasks to reach solutions. Communicate additions or changes to work assignments as they arise throughout the shift. Inspect, plan and ensure that all materials and itineraries are in complete readiness for service; rectify deficiencies with respective associates. Manage the check-in/check-out process for Sense Spa guests, ensuring agreement to hotel standards, anticipating critical situations, and assisting wherever necessary to help alleviate the pressure and to process the guest expediently. Demonstrate a high level of product knowledge and job skills, showing enthusiasm to always increase this knowledge and that of your staff. Support all corporate programs and initiatives, relating to associate and guest satisfaction. Implement effective communication systems within the department, such as Rosewood Daily Review, ensuring that all relevant hotel information is communicated. Ensure that all communications are shared and logged. Actively participate in all internal meetings, as required. Maintain a high level of safety in the workplace. Be aware and comply with any state and/or federal legislative obligations that may relate to your department. Maintain meeting and training calendar and projects. Ensure assignments are defined to maximize productivity. Assigning daily tasks to the therapist during downtime. Ensuring that associates are cross-trained (cleanliness of locker-room, a proper tour of amenities, and set-up of treatment rooms and fitness floor). Manage programs for group spa requests and group spa sales. Work with spa leadership to maintain open communication with engineering on all open projects achieving timely completion. Evaluate performance on all guest service programs and develop programs that will improve performance. Gather information to consistently update and upgrade service quality and educate self and staff. Be articulate in Spa operational programs: Supply Orders, Payroll, Front line incentives, and commissions. Be involved in the promotion of marketing for the spa. Supervise and oversee that proper housekeeping is maintained throughout the spa & gym area. Supervise and oversee that sanitary conditions are always maintained in the spa. Additional Duties and Responsibilities Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Work as and where directed by the Spa Director. Complete daily checklists and update them as needed. Complete the arrival and departure experience for guests including processing payments and posting charges to guest accounts. Daily coordination of spa bookings, notes, and arrivals. Daily verification of guest profiles and arrival list to ensure proper booking. Ensure programs in software and line staff responsibilities include a consistent review of bookings and confirming appointments. Ensure adherence to cancellation and arrival policies and that all staff is following protocols and scripting in response to these policies. Assist with general secretarial and administrative duties to maintain balancing therapists, adherence to closing procedures; bank and drop standards. Coordinate with facilities maintenance, equipment service vendors, software provider, etc. for repairs and service. Schedule to insure monthly inventory is managed efficiently and data is accurate. Assist in the control & maintenance of spa par levels for operational stocks. Organize storage areas. Communicate and inform all spa associates of upcoming visits by VIPs and/or repeat guests; reinforce special requests and needs. Filling in and/or assisting spa reception as often as needed. Follow-up phone calls and write reminder cards. Perform general clerical duties for the department when necessary, including unpacking, inventory, and restocking of merchandise. About Rosewood Miramar Beach Rosewood Miramar Beach features 161 ultra-luxury guestrooms across 16 acres, including a glamorous Presidential Residence, a Bridal Suite, and multi-bedroom family bungalows nestled among rolling lawns and mature landscaping. Guests are treated to estate-style service, entirely personalized to complement their every need. Amenities include an oceanside bar and restaurant with an outdoor terrace, a signature restaurant, two swimming pools, a Sense-- spa, a state-of-the-art fitness center, a beach club, and a screening room. In addition, the resort offers 12,000 square feet of indoor and outdoor event space including a 6,000-square-foot ballroom. Competitive Benefits Medical Dental Vision L...

Keywords: Rosewood Miramar Beach, Santa Barbara , Retail Spa Manager, Executive , Santa Barbara, California

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