About Glen Ivy:

We pride ourselves on being everyone’s resort. A destination like no other. Whatever you come for: a day with friends or family, a wellness escape, top therapeutic treatments, healthy food or our beautiful pools and lush landscape, the team at Glen Ivy® guarantees to make your day special, seamless and above all unforgettable.

Benefits/Perks at Glen Ivy:

• Resort privileges- employees get in for free!
• Friends and Family Resort rate
• 50% off services
• 30% off retail
• Birthday gift card
• 12 weeks of summer giveaways
• Paid sick time
• Holiday pay
• Medical/Dental/Vision/Life insurance (FT/PT only)
• 401K Safe Harbor Match

Hours of operation:

• Monday-Thursday 9am-5pm
• Friday-Sunday 9am-9pm (Summer only)

Position Summary:

The Director of Spa and Wellness manages the business and up to 150 staff of the Spa and Retail departments at Glen Ivy Hot Springs. The Director of Spa and Wellness oversees massage, skin care, nail care, spa concierge, spa attendants and the retail outlets. Responsible for driving revenues and developing new marketing and sales initiatives to ensure the achievement of guest service expectations, sales goals, business objectives, monitor expenditures and profitability for the departments.

- Position Qualification Requirements -

License(s): None required

Education/Training: Bachelor’s degree, Hospitality Management strongly preferred.

Experience: Minimum 5 years Resort Spa or Hospitality management experience strongly preferred.

Job-Related Skills:

Strong interpersonal and leadership skills, basic computer skills, must be familiar with spa/hospitality management systems. Ability to multi-task and effectively resolve employee and guest issues.

Essential Duties & Responsibilities:

• Oversees treatment providers, retail associates, spa concierge, and spa attendant team.
• Create and carryout the long-term Vision of Glen Ivy Hot Springs treatments and assure a sustainable business model for the future of Glen Ivy.
• Develop service providers individual and team goals of embodying the Mission Statement of Glen Ivy, strong work ethic and exceptional guest service skills.
• Develop and nurture the service providers with the goals of making Glen Ivy the employer of choice.
• Develop, nurture and maintain a workplace that embraces open communication, support and individual, team and business growth.
• Develop, deliver and maintain standards and expectations for all service providers of Glen Ivy, to include Standard Operating Procedures.
• Oversee daily operations in regard to treatments & guest experience.
• Enhance reputation of quality of service/service providers through education and certification initiatives.
• Ensure high attention to quality, detailed teamwork and customer service.
• A focused approach to seeing the property through the guests' eyes, and a proactive approach to resolving any issues.
• Attend classes, seminars, shows and conventions.
• Work closely with Treatment Managers to assure effective, business responsive scheduling of staff.
• Guide the Treatment Manager and Spa Manager to manage product control, inventory and identify any shrinkage that is physical or digital that negatively affects business.
• Delegate administrative tasks to appropriate resources and ensure that they are completed.
• Prepare monthly and pay period retail reports, promotional sales reports and discount SKU reports and send to General Manager for review with suggestions and feedback.

• Communicate with the General Manager weekly.
• Heavy computer and administrative skills needed.

Financial:

• Responsible for creation and delivery of monthly profit and loss statement to the owners.
• Create and facilitate annual revenue and expense plans.

• Interpret Financial Reports and provide expertise on (projected) Revenue vs. Expenses.
• Project and maintain acceptable payroll commitments.
• Use financial plans for spotting trends, measuring productivity and monitoring progress.
• Implement opportunities for managing operational costs and boosting the bottom line.
• Ensure service providers are aware of their impact to financial accountability. Train/Coach.
• Ensure revenue budgets are achieved and cost control measures are aligned within budget.
• Interpret Financial Reports and provide expertise on (projected) Revenue vs. Expenses.
• Project and maintain acceptable payroll commitments.
• Maintain retail budget and direct operations to ensure revenue and sales goals are met.
• Coordinate and facilitate Quarterly inventory.

Marketing:

• Delegate the updating of all necessary internal and external signage on property to ensure that the message conveyed to guests is updated, relevant and not cluttered.
• Create, update and maintain the spa service menu of services.

• Create on-going in-house promotions and activities to stimulate sales, staff and customers.
• Guide business decisions by staying on top of Spa Industry trends.
• Ensure the spa is always staged for maximum buyer impact and is “photo ready.”
• Attend and participate in marketing meetings.

Customer Service:

• Maintain high touch, high visibility interaction with guests both internal and external.

• Anticipate, identify and ensure customer needs are being met in the best possible way.
• Monitor customer satisfaction with surveys, focus groups and comment cards.
• Guide staff to become problem solvers, cooperative, accommodating and fair.
• Exhibit a professional attitude. Diplomacy and an ability to handle difficult situations.
• Maintain fresh, effective program to consistently retain and grow customer base.
• Ensure guest feedback via survey results are at an acceptable level for departments.
• Strong communication skills necessary.

Staffing and Human Resources:

• Implement ongoing skills training to ensure service standards are being upheld.
• Perform Staff Evaluation reports with proposed action plans.
• Demonstrate an exceptional level of professionalism for the staff to emulate.
• Create a motivating environment of sincerity, warmth and fun for staff and guests.

• Work with Treatment managers on staffing efforts to assure quality of staff as well as scheduling efforts to business needs.
• Interview and hire new employees.
• Deliver corrective actions and other disciplinary actions.
• Ensure time and attendance and other company policies are followed.

• Ensure scheduling of the approximately 100 employees are created and communicated efficiently to ensure revenue budget is met.

Operations:

• Develop and maintain Spa literature, documentation and process handling requirements.
• Attend Management meetings and convey all relevant information throughout the Spa.
• Hold regular staff meetings to keep staff up to date on all aspects of the Spa’s operation.
• Work with building manager and guest treatment manager to ensure equipment is maintained in good working order.
• Manage inventory effectively; ensure compliance.
• Monitoring daily sales activities, preparing monthly financial variances reports, and developing annual budgets.
• Ensuring spa treatment quality controls, including service, cleanliness, and product usage.
• Developing merchandising plans and purchasing retail products or coordinate with the retail buyer on purchase orders for boutique items.
• Work with purchasing department to maintain proper inventory levels for all professional and retail products.

• Oversee Treatment Managers to ensure operational procedures for the timely and efficient processing and submission of all documentation, including payroll, human resources and accounting.
• Oversee the tangible presentation of buildings and equipment.
• Assure that safety and OSHA standards are being attended to on a daily basis.
• Oversee all other aspects of Spa operations.
• Work closely with Spa Manager, Treatment Managers, educators and primaries.