Highgate Hotels
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com .
Location
Mansion on Forsyth Park - Savannah
Overview
The expectation of a Spa Manager (SM) is for someone who aspires to greatness and distinctiveness in their level of service, knowledge, and hospitality. They are the backbone of the spa. Elevated customer service is our strongest value and the most important pillar of our organization. The SM has a demanding and visible position requiring a broad range of experience and expertise. They must demonstrate strong knowledge of luxury spa management and operations, the aesthetics industry, and the ability to assist in the development and execution of the business plan, growth strategy, and leading service providers. A team-oriented leader who can focus the energy of the spa toward excellence in service, sales, and technique. Someone who is dynamic, and energetic, with a strong desire for personal achievement as well as the ability to lead, coach, foster impeccable delivery of service in the luxury spa setting, and assist in extending said impact beyond through the entire hotel.
At The Mansion, we are on a mission to create singular experiences in luxury hospitality, wellness, and unmatched excellence in service. Through the spa outlet, we engage our clients in transformative moments of superior service, compassionate knowledge, and celebrated self-nurturing. We pride ourselves on possessing a team of dedicated wellness practitioners well-versed in the luxury product market, spa development, and healing arts sphere.
Responsibilities
Day-to-day operational, marketing, and financial functions to ensure that daily systems are in place and operating effectively to provide excellent client care, superior service, and optimal practice productivity and profitability. The role is responsible for all aspects of the practice and day-to-day operations.
1. Client Service :

- Manages the client experience ensuring it is perfected (company culture as it applies to (but not limited to) phones, greeting, client conversions, wait times, consultation, refreshments, educational material, loyalty, and promotional programs.
-All clients must be provided a unique experience with detailed consultations that are customized to each client.
- SM must prioritize the need for always providing excellence in service, even with short notice or a late-scheduled client
- Create an environment of serenity, seamlessness, efficiency
- Knowledge of all products and services, ensuring the staff is educated, and highly trained, and communicating this information to the client. The ability to coach to develop the value of treatment plans and the importance of long-term client retention. Make sure that clients understand the value of the services, how this benefits them, and everything that the spa has to offer.
- Handles all client complaints and makes appropriate decisions to remedy them without compromising the integrity of the spa.
- Tracks clients throughout their time in the spa to help maximize experience and sales.
- SM must own all complaints and resolve issues with urgency, positivity, and impeccable care to ensure client satisfaction
- Be able to identify and resolve issues throughout the spa in regard to safety, reporting, service providers and technique, equipment, billing, systems, and more.

2. Operations & Finance:
Implements policies and procedures per direction

- Prepares monthly budget, liaison with accountant/business manager
- Prepares a review and analysis of monthly financial statements against business & sales plan
- Cost reduction
- Trends payment amounts and identifies areas of opportunity
- Reviews bills for accuracy
- Ensures staff is scheduled appropriately to balance between client care and personnel costs
- Ensures clients are scheduled appropriately to provide high-level service, minimal wait times, and high profitability-with exceptional service as the highest priority.
- Conducts inventory audits to always have an accurate on-hand count without having excess products/supplies
- Ensures service and safety standards per direction
- Maintains all maintenance and safety logs
- Is the ambassador for the spa in the community by attending local events and creating strategic partnerships

3. Personnel Management/HR:

- Manages all staff and works with multiple service providers
- Ensures staff has the tools and training needed to be successful
- Ensures new hires are properly trained and onboarded consistently
- Facilitates daily connections with staff to chart the day ahead and chart the need for guest outreach as communication is key to success
- Coordinates monthly staff meetings based on data and facts. What is working and what is not? What changes are designed for the optimal growth of the spa as well as staff knowledge and skills?
- Communicates daily, weekly, and monthly goals and coaches employees and service providers through the process
- Maintains high employee retention to maximize consistency in the spa

4. Business Management :

- Works closely with Hotel Management to analyze business metrics and make changes accordingly
- Works closely with outside consultants as needed
- Develops and maintain core relationships with vendors and sales reps to ensure success with products/services/technology and utilizing all savings available
- Leads process improvement initiatives and makes sure changes are implemented and executed timely
- Payment and collections