Spa Manager

About the Role

The Ritz-Carlton is seeking a Spa Manager to supervise and coordinate the activities of employees delivering spa services. This full-time position focuses on ensuring guest and employee satisfaction while achieving operational budget goals. The role involves overseeing various spa areas, including salon, skin care, program coordination, reservations, reception desk, massage, and locker rooms.

Key Responsibilities

• Assume responsibilities of the Spa Director in their absence.
• Ensure employees have appropriate supplies, equipment, and uniforms.
• Manage supplies and equipment inventories within budget.
• Maintain cleanliness of spa and related areas and equipment.
• Understand the impact of department operations on overall property financial goals and manage to achieve or exceed budgeted goals.
• Set a positive example for guest relations and interact with guests to obtain feedback on product quality and service levels.
• Handle guest problems and complaints, and empower employees to provide excellent customer service.
• Emphasize guest satisfaction during departmental meetings and focus on continuous improvement.
• Solicit employee feedback, utilize an "open door" policy, and review employee satisfaction results to address concerns.
• Ensure employees understand expectations and parameters, and bring issues to the attention of the department manager and Human Resources as necessary.
• Observe service behaviors of employees and provide feedback.
• Participate in employee progressive discipline procedures and ongoing employee recognition programs.
• Review comment cards and guest satisfaction results with employees.
• Support a Spa orientation program for new hires and supervise ongoing training initiatives.
• Establish and maintain open, collaborative relationships with employees.
• Ensure property policies are administered fairly and consistently, and disciplinary procedures are completed according to SOPs and LSOPs.
• Assist the Spa Director in managing day-to-day operations as needed.

Qualifications and Experience

Candidates should possess 2-5 years of relevant experience in spa operations or a similar hospitality environment. A strong understanding of financial management, including budgets, operating statements, and payroll reports, is required. The ability to manage inventories and maintain high standards of cleanliness is essential.

Customer Service Focus

This role requires a commitment to delivering exceptional customer service. The Spa Manager will be responsible for setting a positive example, actively seeking guest feedback, and resolving issues promptly. A key aspect is empowering staff to provide excellent service and fostering continuous improvement in guest satisfaction.

Human Resources and Team Leadership

The position involves significant human resources activities, including fostering an open-door policy for employee feedback, ensuring clear expectations, and participating in training and recognition programs. The Spa Manager will support new hire training, supervise ongoing development, and promote collaborative relationships within the team. Adherence to property policies and disciplinary procedures is also a core responsibility.

About The Ritz-Carlton

The Ritz-Carlton, part of Marriott International, operates over 100 award-winning properties worldwide. The company is dedicated to creating exceptional guest experiences and upholding its "Gold Standards," which guide daily operations and service delivery. The Ritz-Carlton fosters an environment where associates are empowered to be creative, thoughtful, and compassionate, valuing diverse backgrounds and experiences. The company is committed to non-discrimination and provides opportunities for professional growth within a global team.