Job CategorySpa Director
Company NameISM Spa
Company TypeResort/Hotel Spa
Address1000 Broadway, Nashville
Nashville, Tennessee 37203 United States
R+R Wellness at the Grand Hyatt Nashville is looking for a highly motivated Spa Director to join our team. As a new member of the R+R Wellness family, you would assist with pre-opening duties, execute opening day festivities and all day-to-day operations thereafter. This brand new spa at the heart of Nashville Yards is home to ten treatment rooms, including two couples suites outfitted with a couples soaking tub, a Quiet Lounge, an Experience Lounge, and a Wellness event space. There are also separate Men’s and Women’s changing areas, lockers, steam showers and saunas. The unique wellness programming of R+R Wellness includes customized massages, facials, and a thoughtfully designed wellness circuit to enhance the individual experience of every guest. Objective: To provide oversight of spa operations including treatment areas, retail offerings, reservation processes, locker room experience, and lounge experiences. Primary functions include, but are not limited to: (1) providing outstanding guest service and satisfaction, (2) retail revenue generation, (3) facility and staff management, (4) meeting and exceeding financial goals, (5) marketing efforts to drive revenue, (6) build relationships with key hotel personnel, and (7) culture driver.
Responsibilities & Essential Job Duties Manage day-to-day operations of the spa. Active marketing and networking initiatives to build strong relationships with the community Ensure compliance of company and state sanitation guidelines; Additionally, uphold general upkeep of facility presentation standards. Create unique and personalized guest experiences. Maintain sales, operations, and inventory of retail boutique, including but not limited to, meeting sales objectives, purchasing and replenishment of retail goods, merchandising, and cleanliness. Demonstrate product knowledge and expertise. Networking with local trade schools and associations for spa recruitment. Hiring, training, and coaching of spa concierge associates. Motivate and inspire concierge to achieve and exceed retail revenue goals. Responsible for establishing and maintaining professional par stock levels. Conduct monthly inventory for retail and professional goods. Maintain appropriate handling and documentation of guest incidents and opportunities. Perform monthly one-on-ones with each ISM SPA associate. Exhibit a professional attitude, diplomacy, and an ability to handle difficult situations. Demonstrate professionalism and culture for the team to emulate. Maintain professional relationships with vendors, providers, and hotel/resort staff.
Requirements Positive and upbeat attitude. Demonstrate optimal guest experience management. Problem-solving and strong decision making skills. Independent retail sales and operational leadership experience. Effective communication skills (both written and verbal). Computer skills (knowledge of G-Suite and spa software). Excellent organizational skills. Availability to work flexible shifts, including weekend, evening and holidays. Will work a minimum of 20 hours per week at the front desk. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Oral + Written Communication - Speaks and writes clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings. Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others. Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills. Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; promotes a harassment-free environment; Builds a diverse workforce. Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate people with an alternate plan. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Minimum of 1 year of retail or management experience. Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to the risk of electrical shock. The noise level in the work environment is usually quiet.