Vision

• Ensure that the physical structure, tranquility and esthetic beauty of the facility promote a relaxing and appealing environment.
• Promote and market current and new services.
• Look for new ways to develop maximum operational efficiency for the spa.
• Research current trends in the market and make suggestions how the spa might implement these to attract new business.

Guest Management

• Exemplify the level of guest service that is expected of all employees.
• Greet all guests/clients with a smile and hello.
• Anticipate the needs of guests/clients.
• Ensure confidentiality of guests/clients.
• Motivate and inspire staff to apply guest service standards and policies that will distinguish The Spa at The Ballantyne from the competition.
• Maintain client database and schedule appointments.
• Accommodate all guest/client requests in an accurate and efficient manner. Coordinate all group requests and needs.
• Handle all guest/client complaints in a timely manner, maintaining a positive impression with the guest on resolving any complaints.
• Follow up to ensure complaints or problems are resolved and action is taken to avoid recurrence.
• Assist spa coordinator and front desk manager as needed.
• Regularly review comments and develop actions to address problem areas.

Staff Management

• Conduct team briefings.
• Recruit, interview and evaluate potential staff following resort policies and procedures.
• Ensure spa professional staff is properly certified and certifications are renewed as required.
• Train staff to be conversant with and implementing all company policies and procedures.
• Handle all disciplinary counseling as needed according to policy.
• Coach employees to reinforce positive behavior and to improve performance as needed.
• Conduct performance evaluations. Coach and direct activities to achieve desired performance. Follow up and ensure that the agreed-upon action and developmental plans identified during the evaluation process are being put into effect.

Financial Management

• Assist in development of spa budget proposals.
• Prepare staffing schedules in order to meet client needs while complying with budget.
• Place all orders for supplies, manage inventory and control costs to meet budget.
• Turn all paperwork into accounting in a timely manner.
• Communicate anticipated business demands daily with each departmental representative.

Operational Safety

• In the event of an emergency, the employee will follow the Emergency Action Plan.
• Teach staff about resort policies regarding loss of keys, loss/theft incidents, and situational awareness in order to prevent possible employee or guest accidents.
• Comply with resort policies regarding the filing of all accident/incident reports that an employee either witnesses or is involved in.
• Train staff that accidents/incidents must be reported before the end of the workday to the employee-s supervisor.
• Concerns related to EPLI issues (Employment Practices/Liability Insurance), hostile work environments, sexual harassment, etc. should be brought to the attention of the employee-s supervisor or the general manager.

Perform other duties as assigned.

This position manages the business and staff of the Spa at The Ballantyne. This includes ensuring that the facility is running efficiently, staffed appropriately and is properly maintained and cleaned.

This position also is responsible for driving revenues and developing new marketing and sales initiatives.

Education

• High school diploma required.
• College degree in hotel or business administration preferred

Experience

• Extensive experience in a similar operational area

Functional Knowledge

• The specific strategic or operational knowledge needed to perform the job
• Consider processes and operational knowledge
• Understanding the software potential of the PMS in order to maximize the usage of this, and manage the configuration
• Financial accounting processes
• Training systems
• Hotel or Industry - legislation: Health - Safety, licensing; employment law
• A second language would be preferable