Descripción de la oferta
Principal Responsibilities/Position Purpose:The Spa Manager is responsible for the overall leadership, strategic direction, and financial performance of the Spa & Wellness operations. This role ensures the delivery of an exceptional luxury guest experience while maximizing revenue, profitability, and operational efficiency.The Spa Manager oversees daily spa and fitness operations, drives sales initiatives, develops the team, ensures compliance with brand standards, and fosters a culture of service excellence and results-driven performance aligned with the hotel’s objectives.ESSENTIAL FUNCTIONS30% Spa Operations & Team LeadershipLead the daily operations of the Spa and Fitness facilities, including reception, treatment rooms, retail, and wellness areas. Provide leadership, coaching, and performance management to ensure consistent delivery of luxury service standards. Develop staff schedules, monitor productivity, and ensure optimal labor cost management. Foster a collaborative and high-performance team culture aligned with brand standards.25% Revenue Management & Sales StrategyDevelop and execute strategic sales initiatives to maximize treatment bookings, retail sales, and membership programs. Drive upselling, cross-selling, and pre-booking strategies to increase guest retention and revenue per guest. Monitor daily, weekly, and monthly revenue performance against targets. Analyze financial reports, payroll, and cost controls to ensure profitability. Collaborate with Marketing to create and implement promotions, seasonal packages, and special wellness events.20% Guest Experience & Service ExcellenceEnsure an exceptional, welcoming, and personalized spa and wellness experience throughout the entire guest journey. Maintain a strong presence in the spa to engage with guests and monitor service quality. Proactively resolve escalated guest concerns and implement service recovery strategies. Personally oversee VIP experiences and high-profile guest visits to ensure exceptional service delivery.10% Business Planning & Performance AnalysisPrepare annual budgets, forecasts, and business plans aligned with hotel objectives. Analyze guest feedback, service trends, and financial performance to identify opportunities for improvement. Monitor key performance indicators (KPIs) including revenue per treatment room, retail capture rate, and guest satisfaction scores.10% Quality Assurance & ComplianceEnsure full compliance with hotel policies, brand standards, and health and safety regulations. Maintain cleanliness, hygiene, and operational standards across all spa areas. Oversee inventory management and retail control processes. Ensure staff certifications and training requirements remain current.5% Team Development & TrainingIdentify training needs and implement continuous development programs. Mentor and coach team members to enhance sales performance, product knowledge, and service excellence. Conduct performance evaluations and support career progression initiatives.SUPPORTIVE FUNCTIONSIn addition to the essential functions, this position may require performing the following supportive functions, as determined by senior management:Lead by example by consistently performing spa treatments to support team productivity, enhance guest satisfaction, and drive service excellence. Participate in hotel leadership meetings and strategic planning sessions.Support hotel-wide promotions, loyalty programs, and cross-department initiatives.Collaborate with Sales and Marketing on wellness partnerships and brand positioning.Assist in recruitment, onboarding, and retention strategies for spa team members.Monitor competitive market trends to maintain a strong positioning within the luxury wellness segment.Maintain a professional, polished appearance in alignment with brand standards.OTHER Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to meet business demands.Regular attendance in accordance with company standards is essential for successful performance.Team members may be required to provide “Lateral Service” to support other departments when needed.Actively contribute to maintaining and enhancing the hotel’s culture and service philosophy.Achieve established financial, guest satisfaction, and brand performance goals.SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITYThe individual must possess the following knowledge, skills, and abilities and demonstrate the capacity to perform the essential functions of the job:Ability to effectively communicate in Spanish and English, both verbally and in writing.Strong financial acumen with the ability to manage budgets and drive profitability.Proven leadership ability to influence, motivate, and develop a high-performing team.Strong sales orientation with experience driving revenue growth in a luxury environment.Excellent organizational and analytical skills.Ability to work independently and manage multiple priorities under pressure.Strong attention to detail and commitment to service excellence.Proficiency in PMS systems, POS software, and reporting tools.Ability to maintain confidentiality of guests and hotel data.Proactive mindset with innovative thinking to enhance the spa business.QUALIFICATIONSLicensed or certified Spa Therapist required. Additional studies in Hospitality Management, Business Administration, or related field preferred.Experience: Minimum of 5 years of progressive leadership experience in spa management, luxury hospitality, or wellness operations.Skills: Strong leadership, financial management, and sales strategy capabilities; experience with spa management systems and retail operations.Attributes: Entrepreneurial mindset, passion for wellness, commitment to luxury service standards, and ability to thrive in a dynamic environment.Working Conditions & Physical RequirementsPhysical Effort:Significant portions of the day require prolonged standing, walking, and performing hands-on spa treatments, including massage, facials, and other body therapies.Ability to perform repetitive hand and arm movements, including applying pressure during treatments.Capability to visually review appointment schedules, client records, and computer screens throughout the day.Physical Environment:Ability to walk, stand, bend, and move for extended periods during the shift.Exposure to spa-related products, essential oils, and treatment room environments, including humid and aromatic conditions.Must be comfortable working in a fast-paced hospitality environment with frequent guest interactions.Manual SkillsDaily tasks require fine motor skills, hand-eye coordination, and physical dexterity for performing spa treatments and operating spa equipment.Significant use of hands and arms for massage techniques, product applications, and handling spa tools.Ability to use a computer and telephone for booking appointments and handling sales transactions.Work Schedule:Due to the dynamic nature of the spa and hospitality industry, team members may be required to work flexible schedules, including weekends, evenings, and holidays, to accommodate business needs.Shift durations may vary depending on spa appointments and operational demands.Safety:Responsible for adhering to hotel and spa safety protocols, including the proper handling and storage of spa products and chemicals.Ensures safe and hygienic practices in accordance with spa sanitation standards and health regulations.What can we offer you?Continuous opportunities for training and growth within the company. 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