Spa Operations Manager

hace 1 semana

Pto Vallarta, Jalisco, México Marriott International, Inc A tiempo completo

Job Summary

The Spa Operations Manager is responsible for supervising and coordinating the activities of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage, and locker room areas. This position focuses on ensuring guest and employee satisfaction and achieving the operating budget.

Key Responsibilities

  • Assumes the responsibilities of the Spa Director in their absence.
  • Ensures all employees have the proper supplies, equipment, and uniforms.
  • Comprehends budgets, operating statements, and payroll progress reports as needed to assist in the financial management of the department.
  • Manages supplies and equipment inventories within budget.
  • Maintains cleanliness of the spa and related areas and equipment.
  • Understands the impact of department operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.

Customer Service

  • Sets a positive example for guest relations.
  • Interacts with guests to obtain feedback on product quality and service levels.
  • Handles guest problems and complaints.
  • Empowers employees to provide excellent customer service.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • Strives to improve service performance.

Human Resources

  • Solicits employee feedback, utilizing an 'open door' policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
  • Ensures employees understand expectations and parameters.
  • Brings issues to the attention of the department manager and Human Resources as necessary.
  • Observes service behaviors of employees and provides feedback to individuals.
  • Participates in employee progressive discipline procedures.
  • Participates in an ongoing employee recognition program.
  • Reviews comment cards and guest satisfaction results with employees.
  • Supports a spa orientation program for employees to receive the appropriate new hire training to successfully perform their job.
  • Supervises ongoing training initiatives and conducts training when appropriate.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Celebrates successes and publicly recognizes the contributions of team members.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
  • Assists the Spa Director in managing the day-to-day operations of the spa as necessary.

About Marriott International

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

About Westin

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests' well-being, and we're energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service, and extensive knowledge on how to best assist them throughout their stay.

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