GENERAL SUMMARY
The Spa Director is responsible for the day-to day operations of the spa and pool facilities. This includes establishing and meeting the budget and financial goals of the organization, implementing a strategic plan to include marketing initiatives and staff training, acting as the liaison to other revenue centers on property, and professionally representing Viejas, and providing leadership role to the spa and pool team.
CORE SCOPE OF POSITION
- Develops a comprehensive standard facility operations manual, including written policies and procedures for all facility services, administration, and maintenance.
- Uses a template to develop a monthly and yearly management report outlining key facility statistics and a summary of daily operations. Also reports any current or future concerns and forwards recommended changes to the client with Account Executive’s approval.
- Submits all paperwork and financial reporting in accordance with Viejas policy.
- Develops and maintains accurate facility maintenance procedures and checklists through routine preventative maintenance and repair.
- Maintains a monthly inventory of supplies, equipment, and products.
- Creates a team of service providers to meet all aspects of professionalism and service demands.
- Maintains a fully staffed facility by recruiting, interviewing, hiring, and training all staff.
- Ensures the staff is fully knowledgeable on the use and benefits of services, products, programs, and activities by conducting regularly scheduled staff meetings and training workshops.
- Ensures appropriate facility supervisory coverage throughout spa and pool operation.
- Assesses all employees’ progress continually, trains team members, coaches team members with positive reinforcement and disciplines fairly and consistently, participates in annual performance evaluations, and assists in the termination process when necessary.
- Provides excellent customer service and monitors guest feedback through the use of comment cards and other customer care techniques. Supervises and follows up on guest requests and comments.
- Creates and implements an effective marketing and public relations strategy in a timely manner.
- Ensures facility is only accessed by actual members and/or guests, and that it is safe and secure at all times.
- Ensures fiscal responsibility through efficient scheduling of facility and makes necessary changes to stay within budgetary guidelines.
- Ensures the successful integration of the spa and the fitness facility into the overall operations of the hotel.
- Ensures that the spa and pool are successfully positioned within the respective marketplace by completing a competitive analysis and determining strengths and weaknesses of all significant competitors.
- Ensures that financial goals are attained by developing and implementing a retail sales plan. Establishes service and retail goals for staff and provides guidance on how to achieve them.
- Develops a schedule of seasonal utilization patterns to be used in the budgeting process and effective payroll management.
- Specifies and controls efficient usage of professional products for all services by completing a service cost analysis and implementing an inventory control system.
- Provides necessary financial information to corporate and the client’s accounting department for accurate reporting of daily sales and financial performance.
- Ensures an effective inventory system with the par stock levels implemented for spa equipment and supplies.
- Ensures compliance with all state licensing and health requirements.
- Provides reservation procedures using spa software or a manual reservation system.
- Prepares any incident or accident reports and forwards them to the Risk Management Department.
- Performs other duties as assigned.
Hiring Preference: The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.
STYLE SERVICE COMMITTMENT
All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!
LEADERSHIP
- Is a role model of the Viejas’s service culture.
- Leads by example and creates strong morale and engagement in his/her team.
- Communicates company and departmental goals and fosters open communication across the department.
- Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
- Manages conflict effectively; listens and assesses situations; takes action to resolve.
INTERACTION
- Interacts with internal and external guests with a positive attitude and professionalism at all times.
- Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.
SUPERVISION
- Provides supervision to all spa staff, if applicable, fitness staff.
Required Skills
** KNOWLEDGE AND SKILLS**
- Knowledge of professional spa services and treatments.
- Knowledge of retail operations and inventory systems.
- Effective leadership skills and a strong work ethic.
- Excellent customer service skills.
- Efficient, well organized, and able to handle a variety of duties simultaneously.
- Creative in marketing and promotions.
- Sales oriented.
- Energetic, enthusiastic and motivational.
- Professional manner, discretion, and appearance.
- Excellent verbal and written skills.
- Ability to show initiative and make decisions.
- Ability to work flexible schedule, including weekends, evenings, and holiday.
Required Experience
** EDUCATION/CERTIFICATION**
- Bachelor’s degree in business, finance, accounting, hospitality, health and wellness or related area preferred.
- Spa Manage Certification is desirable.
EXPERIENCE
- 2 to 5 year of successful spa management experience.
- 3 years of leadership experience.
- Sales experience is a plus.
- Experience working in a casino and resort environment.