Job CategorySpa Director
Company NameOne Spa World
Company TypeResort/Hotel Spa
Address3667 Las Vegas Blvd. South
Las Vegas, Nevada 89109 United States
Contact NameStephanie Peterson
Our journey began on the spiritual island of Bali, where we discovered a true reverence for the healing arts. In Bali, this knowledge is passed down from generation to generation, from mother to daughter, from father to son, and as such is deeply entwined in the Balinese way of life. Combining this rich knowledge and spirit of generosity with European techniques, Mandara offers each guest the ultimate luxuriously healing experience. Today, Mandara Spas can be found in diverse locations around the world. Every Mandara Spa experience is completely unique, because we honor the diversity of the culture we are immersed in as well as the Balinese traditions from our past. It is our promise that while no two Mandara Spas are identical, you will recognize us from our commitment to your ultimate satisfaction, our belief in the healing arts and the spirit of generosity from which we perform your service. Namaste.
MANDARA SPA Our journey began on the spiritual island of Bali, where we discovered a true reverence for the healing arts. In Bali, this knowledge is passed down from generation to generation, from mother to daughter, from father to son, and as such is deeply entwined in the Balinese way of life. Combining this rich knowledge and spirit of generosity with European techniques, Mandara offers each guest the ultimate luxuriously healing experience. Today, Mandara Spas can be found in diverse locations around the world. Every Mandara Spa experience is completely unique, because we honor the diversity of the culture we are immersed in as well as the Balinese traditions from our past. It is our promise that while no two Mandara Spas are identical, you will recognize us from our commitment to your ultimate satisfaction, our belief in the healing arts and the spirit of generosity from which we perform your service. Namaste. Position Summary: Responsible for the over-all operation and performance of the spa(s) including salon and retail, meeting all financial objectives for the spa(s), meeting monthly spa revenue projections as it relates to retail and service and ensuring that expenses are maintained within budget provided. Primary functions include, but are not limited to: (1) providing outstanding guest service and satisfaction, (2) revenue generation and enhancement, (3) staff management and training. Spa Director/Area Spa Director Responsibilities: Ensure smooth and consistent spa operations to include such strategies as training programs for all employees, consistent administration of policies and procedures and accurate rotation and staffing levels. Provide exceptional service excellence and satisfaction, ensuring each guest has the ultimate spa experience. Create, implement and monitor programs and plans to ensure that monthly spa financial objectives are met. Achieve top and bottom line budgeted financial revenue goals. Ensure overall spa retail sales-to-service revenue is achieved as budgeted. Analyze sales figures and forecast future sales volumes to maximize profits. Monitor retail Concierge sales goals daily, weekly and monthly. Review daily appointment schedule, productivity reports, labor costs and expenses to ensure budget projections are being met. Know all spa products and services in order to train and motivate staff to ensure business goals and objectives are met. Ensure all spa operational procedures are followed so the spa runs with maximum efficiency and minimal shrinkage and waste. Ensure standards for quality customer service, health and safety policies are met; monitor technicians’ performance (ensure techs are on schedule, proper client interaction, informing of upgrade prices, promoting upgrades, cross-promoting, etc). Conduct monthly product training with sales staff; create and maintain file of product information, policies and procedures for staff reference. Responsible for ensuring all operational staff and salon staff are well-trained on job responsibilities and are provided with tools necessary to effectively perform and succeed in their jobs. All new hires must be trained in all protocols and procedures to ensure they meet Steiner standards. All training to be documented to the associate’s personnel file. Responsible for inventory process, including but not limited to, monitoring/checking in incoming deliveries, maintaining accurate supply counts, rotating back-stock and ensuring proper stock levels. Respond to guest complaints and comments by means of minimal loss of revenue. Prepare weekly staff schedule. Monitor schedule requests to ensure proper coverage, monitoring hours within budget and controlling overtime. Assist in the management of off-site events. Develop local contacts and schedule events to grow spa data base and spa local awareness; be the on-site contact when event takes place. Communicate regularly with Regional Director regarding, but not limited to, status of all projects, sales updates, selling stars, training information and visual needs. Communicate with Facilities Manager or Regional Director regarding condition of physical site and repair needs. Perform any other reasonable duties/requests as assigned. Staff Management: Portray a positive attitude in all situations at all times. Manage all personnel under supervision including staff development, training, coaching/counseling (disciplinary) and evaluating. Assist with recruiting and hiring of spa staff. Manage performance appraisal process for staff and conduct staff reviews at 90 days, mid-year and year end. Advise HR ‘representative’ or Regional Director of any issues involving staff. Train new management staff on standards procedure s, booking procedures, service excellence problem resolution techniques. Provide effective communication to staff (and other applicable departments) via meetings, memorandums, one-on-one meetings, “open door policy”, shift huddles, etc. Lead by example. Provide fair and consistent leadership. Mediate problems between staff members. Establish a safe and hazard-free environment by maintaining a strong safety record with a minimum number or employee and guest accidents and report all guest and employee accidents to HR and the Regional Director immediately. Lead, coach, communicate and correct Concierge in consistently delivering brand standards in service excellence, current promotions, etc. Review spa objectives with the team, reviewing and updating in light of changes in the business, implementing corrective action when needed. Ensure all associates follow established dress and grooming code at all times. Responsible for approving/editing time cards in Time and Attendance system on a daily basis, ensuring Time Clock Adjustment forms are obtained with all signatures for every edit for authorization purposes. Ensure the concierge team is adhering to booking standards and aware of all current promotions. Perform tasks as set forth in Spa Standards, including proper telephone etiquette, proper service standards, maintaining cleanliness of Spa areas. Retail: Communicate all monthly, weekly, daily retail promotions to all members of the team. Track hourly sales to ensure the team is meeting its retail penetration goal. Participate in spa inventory counts as scheduled. Ensure concierge team maintains data integrity by utilizing the correct skus, prices and discount in POS. Customer Resolution: Respond to customer satisfaction survey comments daily. Effectively handle and resolve customer issues and complaints with in a 48 hour time frame. Ensure service excellence by completing regular walk throughs in lounge and locker rooms. Assist and coach concierge in dealing with guest inquiries. Research and solve customer billing inquiries. Oversee the processing of refunds and resolve booking errors with booking department weekly.
Job Specifications/Qualifications: (Min. knowledge, skills, and abilities required) BEHAVIORAL COMPENTENCIES: Customer focused – Make service excellence a primary focus of one's actions; effectively meets service excellence; develops and sustains positive and productive service excellence; and takes responsibility for service excellence and loyalty. Builds trust – Interacts with others in a way that gives them confidence in one's intentions and those of the organization. Influencing others and facilitating decisions – Uses appropriate interpersonal styles and communication methods to gain acceptance of products, service, or ideas from prospects and guests (customers). Collaboration and partnering – Identifies opportunities and takes action to build relationships between individuals, teams, departments, units, or organizations to help achieve business goals. Education: Degree in Business, Marketing or related field preferred. Will accept equivalent combination of education and experience. Experience: A minimum of three years sales/retail management experience in a high-volume customer focused environment, preferable retail. Spa supervisor or management experience is required along with prior budgetary experience and a proven track record of successfully meeting financial objectives. At least two years experience working with a Point of Sale (i.e. Book4Time knowledge desirable) and answering phones in a service excellence environment. Technical or Administrative Knowledge: Computer literate with good keyboarding skills Microsoft Office proficiency: word, excel, Power Point Ability to open and respond to emails Ability to operate basic business machines (i.e. calculator, fax, printer, scanner, copier) Knowledge of basic accounting principles Required Skills and Abilities and/or: Excellent listening and communication skills, written and verbal. Strong organizational and problem solving skills. Strong administrative and management skills. Ability to work with minimal supervision. Ability to work overtime, weekends, days, evenings and/or holidays. Tactful, mature and able to effectively interact with diverse groups of people. Ability to plan, direct and delegate work to others. Sound follow-through, effective time management with a sense of urgency and prioritization to complete all tasks and projects timely. Self-motivated. Able to encourage a positive and focused team at all times. Demonstrate sound decision making ability for the best needs of the business. Ability to maintain a professional appearance and demeanor at all times in accordance to company standard. Flexible and cooperative with exceptional teamwork skills. Must exemplify the following qualities: Change Leadership, Vision and Strategic Thinking, Analytical Thinking, Results Orientation and Ethics and Integrity. Physical Requirements: Must be able to occasionally lift up to 25 lbs. If selected to lead multiple spas, candidate must be able to travel between spa locations in the Las Vegas area A Spa Director manages one Spa location. The Area Spa Director leads a minimum of 2 spa locations. Position offered is dependent on the selected candidate's experience and qualifications. Benefits and Perks A competitive benefits package is offered: Health, vision, dental insurance 401k savings plan Paid sick time away from work Employee spa service/retail discounts and promotional Friends & Family program