Spa ManagerFour Points by Sheraton Ha Giang

JOB SUMMARY
Position has responsibility for supervising and coordinating activities of associates delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage and locker room areas. Position focuses on ensuring guests and associate satisfaction and achieving the operating budget.
JOB SPECIFIC TASKS
Supporting Management of Spa Operations and Budgets
• Ensure all associates have the proper supplies, equipment and uniform
• Comprehends budgets, operating statements and payroll progress reports needed to assist in the financial management of department
• Manages supplies and equipment inventories within budget
• Maintains cleanliness of spa and related areas and equipment
• Understands the impact of department's operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals
Ensuring and Delivering Exceptional Customer Service
• Sets a positive example for guest relations
• Interact with guests to obtain feedback on product quality and service levels
• Handles guest problems and complains
• Empowers associates to provide excellent customer service
• Emphasizes guest satisfaction during all department meetings and focusing on continuous improvement
• Strives to improve service performance
Conducting Human Resources Activities
• Solicits associates feedback, utilizing an "open door" policy and reviewing associate satisfaction results to identify and address associates problems or concern
• Ensure associates understand expectations and parameters
• Brings issues to the attention of the department manager and Human Resources as necessary
• Observes service behaviors of associates and providing feedback to individuals
• Participate in associate progressive discipline procedures.
• Participate in an on-going associate recognition program.
• Reviews comment cards and guest satisfaction results with associates.
• Supports a Spa orientation program for associates to receive the appropriate new hire training to successfully perform their job
• Supervises on-going training initiatives and conducting training when appropriate
• Establishes and maintains open, collaborative relationship with associates and ensuring associates do the same within the team.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to SOPs and LSOPs and support the Peer Review Process