Spa Assistant Manager - Spa Treatments

BASIC PURPOSE:

Manage and oversee the day-to-day operation of the Spa with an emphasis on Spa treatments and services (i.e. – massages, facials, manicures, pedicure, etc.) Ensure internal and external guest satisfaction at all times. Hire, train, develop, and evaluate team in accordance with Four Seasons standards and ensure expectation are met. Cultivate a positive, team-work atmosphere; lead by the “Golden Rule”. Assist Director of Spa with special projects or other tasks deemed necessary to facilitate a successful spa operation.

ESSENTIAL FUNCTIONS:

Handle all guest interactions with the highest level of hospitality and professionalism. Accommodate all guest requests the best of their abilities or offer other alternatives when necessary. Assist guests with all inquiries in connection with spa services. Resolve guest complaints. Utilize the Spa software program and possess extensive spa, product, and treatment knowledge to be able to recommend and schedule treatments, collect payment for of Spa services and/or retail purchases. Ensure opening, closing and throughout the day procedures for the Spa are completed by staff. Assist team with the sale of retail merchandise. Lead in the inventory and stocking of retail items. Produce bi-weekly schedule for Spa treatment/service providers. Monitor, coordinate and process vacation requests, day off or shift change requests in a timely manner. Oversee treatment schedule to ensure that appointments are booked appropriately, and guest requests are met. Oversee Spa Payroll daily to ensure that team is clocking-in/out for shifts or scheduled breaks in a timely manner in accordance with local polices. Work in conjunction with Director of Spa in giving guidelines, direction, and overall leadership to the team to ensure team development and growth. Participate in Resort meeting when necessary. Monitor Spa facilities to ensure that all Four Seasons Benchmark standards are met and/or exceeded. Ensure Spa facilities are safe, hazard free and in proper working order for guests. Review and acknowledge guest feedback and/or comments to better improve Spa operation (emphasis on Spa Services). Ensure Standard Operating Manuals are current, up to date and followed daily. Conduct performance reviews in a timely manner. Communicate important information to team in a timely manner (i.e. – VIP guests, groups, new treatment offerings, new regulations, or standards, etc.) Communicate with Director of Spa any findings related to the operation, facilities, team member performance or anything that may require special attention (immediate or over time). Assist other departments when necessary. Convery clear instructions and guidance to the team and establish healthy and positive work relationships with all to attain a positive team morale. Respond properly to any emergency or safety situation of the Resort. Be cross trained in all functions of the Spa. Comply with all Four Seasons policies, procedures, and standards. Work harmoniously and professionally with co-workers, supervisors, and managers of the entire resort.

NON-ESSENTIAL FUNCTIONS:

The ability to escort and introduce the guests to the spa. Assist guests in making reservations. Retrieve and fold towels. Maintain locker rooms and relaxation areas. Perform other tasks or projects assigned by management or stake holders.

KNOWLEDGE AND SKILLS:

Education: High school education or equivalent experience. Massage Therapist, Esthetician or Cosmetology license required

Experience:

• 5 years of previous experience as a service     provider
• 2 years minimum of experience as a “lead” or supervisory role within the high end/luxury market.        

Skills and Abilities: Reading, writing and oral proficiency in the English language. Computer literate and proficient in Microsoft Office, preferably have a working knowledge of Book4Time, or equivalent Spa operating system. Excellent telephone etiquette and interpersonal skills.

No. of employees supervised: 5-30

Travel required: Varies

Hours required: Five – ten-hour shifts; scheduled days and times may vary based on business needs. Weekends and holidays a must.