Director of SPA

hace 1 semana

Playa del Carmen, Quintana Roo, México Auberge Resorts A tiempo completo

Company Description

Nestled along the coastal paradise of the Riviera Maya on a pristine oceanfront site notable for its lush, expansive mangrove gardens and deep white-sand beach, an extraordinary resort is taking shape: Etéreo an Auberge Resorts Collection destination brings a compelling luxury experience where guests can escape in perfect comfort and seclusion and enjoy a deep connection with nature and with each other.

Job Description

Opportunity to be the culture leader of the Spa division and responsible for ensuring the guest experience is best in class. Responsible for ensuring smooth and efficient operational standards and procedures within all areas enabling the staff to provide optimal guest service. A champion of the brand and our values, this role is impactful in achieving our desired financial results and outcomes.

  • Define and lead the business strategy for the Spa.
  • Provide overall spa leadership, establish and maintain an effective control environment, both financial and operational. Ensure the highest quality of spa & beauty treatments to drive guest satisfaction.
  • Oversee the ongoing development and positioning of the Spa offerings in terms of overall concept definition, philosophy, treatment & menu offerings.
  • Oversee the annual operating budget including capital expenditures, to achieve or exceed budget expectations. Ensure successful performance by maximizing profitability.
  • Oversee the performance evaluation, professional development planning, and career planning processes for all managers and staff.
  • Responsible for the strategy of developing additional packages designed to increase awareness/revenues.
  • Develop an annual training plan with Hotel Management and ensure that all employees are trained and developed to meet the needs of the business.
  • Ensure that all Talent & Culture policies and procedures are followed correctly and in line with employment legislation.
  • Motivate, encourage, and drive the team, maintaining the correct level of professional and qualified team members, overseeing all facilities and activities within The Spa.
  • Monitor all personnel procedures, including schedules, sickness, holidays, and payroll.
  • Liaise with Auberge Home Office and the hotel Sales and Marketing teams to prepare and develop The Spa's annual marketing plan. Coordinate all promotional activities, PR, and events in line with this.
  • Utilize personal brand and social media influence to elevate the brand and positioning of Wellbeing at Etereo.
  • Effectively integrate The Spa within the Hotel marketing strategy and ensure ongoing representation of The Spa, both internally and externally.
  • Lead the planning and implementation of marketing activities within The Spa, with support from the Hotel.
  • Plan and act as a host for all Notable guests and press events and visits.
  • Ensure collateral, point of sale and promotional materials reflect the quality and integrity of The Spa and the Hotel.
  • Follow The Spa's retail par level guidelines to ensure maximization of revenue and profit.
  • Conduct regular competitive analysis with the support of the hotel's leadership team.
  • In conjunction with the Executive Committee, set monthly and quarterly Business Objectives.
  • Lead by example by providing a warm welcome to guests while striving to provide outstanding service.
  • Create and maintain relations with guests through having an active presence in The Spa reception and other key guest areas.
  • Maintain consistent guest satisfaction through collating guest feedback received from hotel surveys and communicating these with the team, implementing changes or training where necessary.
  • Deal with any guests' complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardized. Record any grievances and follow up accordingly, liaising with the General Manager where necessary.
  • Hold regular meetings and create strong relationships with key Hotel departments such as Front Office, Housekeeping and Engineering.
  • Monitor service, operational standards and guest satisfaction taking necessary action to ensure The Spa and Auberge Resorts Collection brand standards are maintained and quality is controlled.
  • Aim to achieve consistently high scores in The Spa audits, resolving any highlighted issues through training or reviewing operational procedures.
  • Oversee and ensure all legislation and requirements are being upheld as per The Spa operating license(s).
  • Lead as the Manager on Duty for The Spa when assigned this role as part of the schedule.
  • Develop an annual budget and business plan for The Spa at Auberge, in conjunction with the Hotel General Manager and the Executive Committee. To be responsible for the achievement and regular review of the business plan and budget.
  • Provide daily and monthly financial and statistical reports for Hotel Management, incorporating justifications of performance, proposals and recommendations to optimize financial performance.
  • Drive and monitor The Spa's performance through KPIs, linking results with sales and marketing activities.
  • Review the monthly P&L, scrutinizing departmental costs to optimize profit margins without compromising quality.
  • Establish and ensure a cost-effective wage structure based on productivity and efficiency.
  • Communicate and discuss KPI's with Hotel Management, ensuring this is filtered down to an operational level.
  • Monitor Hotel KPI's closely, reflecting on how this may affect The Spa's business and reforecasting accordingly.

Qualifications

  • Must be familiar with the operations and priorities of all other hotel operating departments
  • Experience in maintaining state and federal health and safety regulations
  • Bachelor's Degree or Diploma in Hotel Management, Therapy background, or a related field.
  • Five or more years' operating experience in a similar capacity in a top Spa or luxury hotel.
  • Experience in completing administrative tasks, including reporting, budgeting, and project management.
  • Local, Mexico area, US or European experience preferred.
  • Therapy background that can deliver the healing/transformational aspect of the property
  • Advanced spoken and written English
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