Job Description

POSITION PURPOSE

Perform in a pleasant, professional, and efficient manner, a combination of duties related mainly to spa guests. The Spa Manager supervises and coordinates the activities of employees, delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage, and locker room areas. Focuses on ensuring guest and employee satisfaction and achieving the operating budget.

ESSENTIAL RESPONSIBILITIES

• Welcomes our guests with a warm, friendly smile and provides them with impeccable service at the swimming pool and facilities.
• Verifies that all employees have the proper supplies, equipment, and uniforms.
• Manages supplies and equipment inventories within budget.
• Maintains cleanliness of spa and related areas and equipment.
• Understands the impact of department's operations on the overall property financial goals and objectives.

• Follow the company's safety and emergency procedures.
• Maintains current credentials and licenses as required by city, county, and state regulatory agencies.
• 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.
• Administers property policies fairly and consistently; conducts disciplinary procedures and documentation according to Standard and Local Operating Procedures.
• Reviews guest comments 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 on-going training initiatives and conducts training when appropriate.
• Performs additional duties and responsibilities as directed by the leadership team.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect supervisors.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. The temperature is moderate and controlled by the hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
• Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Exceptional attention to details, time management and customer service skills.
• Ability to maintain a friendly, team-oriented, positive attitude and a professional appearance.
• Ability to be poised under pressure and maintain a highly diplomatic attitude with challenging guests and under stressful circumstances.

• Must possess excellent communication and customer service skills.
• Must be friendly, professional, and patient.
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.

EDUCATION

• High school diploma or GED; 3 years' experience in the spa, guest services, or related professional area.

EXPERIENCE

• Experience in the hospitality industry preferred.
• Experience in a customer service role preferred.

LICENSES OR CERTIFICATIONS

• N/A

GROOMING

All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE

Regular attendance in conformance with the standards which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotel's facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.

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