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Spa Operations Manager

hace 3 meses

Carolina, Puerto Rico Well & Being Spa at Fairmont El San Juan Hotel A tiempo completo
Benefits:
  • 401(k) matching
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance

Company Overview
Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.” 


We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work.  As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team

Job Summary
The Spa Operations Manager is responsible for providing comprehensive and professional assistance to Regional Spa Director and all Spa team members (Supervisor, Front Desk Receptionists, Massage Therapists, and Estheticians). Must have excellent communication skills, problem-solving skills and maintain a high level of customer service standards. Scheduling, dependability, and flexibility are a must. Responsible for assisting all Service Providers with training, product knowledge, and product inventory.

Responsibilities 
  • Understand and abide by TRILOGY and Well & Being Spa policy and procedures.
  • Demonstrate respect, sensitivity and concern for guests needs and concerns with a professional and pleasant manner.
  • Provide Spa/Fitness guests with a tour of Spa/Fitness facilities, when needed.
  • Interact cooperatively with and with consideration towards guests and co-workers.
  • Anticipate guests’ needs and adhere to Well & Being Spa and TRILOGY’s standards for guest service.
  • Maintain safety and sanitation and disinfection standards.
  • Use all PPE and sanitation standards by TRILOGY and the State Governing Body.
  • Oversee cleanliness, disinfection and maintenance standards.
  • Ensure EP’s properly clean and sanitize products, rooms, tools and equipment, adhering to TRILOGY and State Governing Boards requirements and guidelines.
  • Ensure EP’s follow service rules and regulations under their license in the State.
  • Ensure EP’s use all PPE and sanitation standards by TRILOGY and the State Governing Body.
  • Decisions of a broad nature are made in accordance with general policy and procedures.
  • Ensure all Service Providers deliver exceptional service.
  • Assist Spa Manager with staff schedules.
  • Assist Spa Director in ensuring all monthly sales goals are being achieved.
  • Manage Spa/Fitness bookings.
  • Manage Spa/Fitness retail.
  • Act as a social media liaison, as needed.
  • Prepare weekly recaps.
  • Coordinate weekly, end of month and quarterly Inventory.
  • Prepare all Spa/Fitness orders: Paper goods, retail and operating supplies.
  • Oversee and coordinate all Spa/Fitness Trainings.
  • Creates and communicates spa schedules and ensures maximization of facility with team.
  • Assists with time edits.
  • Handles and resolves in the day guest recovery.
  • Coaches and counsels team members, as necessary.
  • Resolves any inventory product discrepancies. 
  • Oversee Fitness facility daily checklist and distribution of tasks to Fitness staff.
  • Training Fitness and Spa area staff on guest service and quality delivery of service as outlined in TSH training documents/SOP’s and Forbes 5 Star service platform.
  • Assists Spa Director in conducting performance evaluations for all Fitness staff after 90 days and yearly thereafter.
  • Responsible for ensuring proper staffing levels of the Fitness facility.
  • Diffuse guest challenges and communicates guest problems or complaints to Spa Management, as needed.
  • Understand emergency procedures and accident prevention policies.
  • Acting Spa Manager on Duty (MOD), as needed.
  • Assist with oversight of groups and VIP’s, as needed.
Qualifications
  • Must have minimum 2 year college Associates Degree.
  • Must have minimum of 1-3 years experience in customer service, spa, hospitality, sales and/or retail.  
  • Must have at least 3 years of Supervisor experience.
  • Candidate must be authorized to work in the US.
  • Must be able to stand for long periods of time.
  • Knowledge of spa services and retail products.
  • Must have a flexible schedule, including days, nights, holidays, and weekends.
  • Must be polished, professional, and have a strong command of both written and verbal English and Spanish.  
  • Must be organized, timely and detailed-oriented.
  • Must be proficient in Microsoft Office; Booker, Book4Time, Spa Soft preferred. 
  • CPR and First Aid certified desirable.
Benefits/Perks
  • Medical, Dental and Vision (Full-Time Employees only)
  • 401K Matching 
  • PTO – Paid/Holiday Time Off
  • VTO – Voluntary Time Off
  • Discounts on Retail Products and Spa Services
Compensation: Salary + Benefits