Spa Director

POSITION SUMMARY:

Under the supervision of the General Manager, the Spa Director oversees the operations of the spa, leadership, and success of the spa at Bay Mills Resort & Casino. This role involves overseeing daily operations, and managing various Departments and services through a Manicurist, Pedicurist, Massage Therapist, Esthetician, Guest Services Agent, or among others as services expand. The primary duties of the Spa Director include developing services, ensuring exceptional guest experiences, managing departments, creating schedules, reviewing budgets, overseeing marketing plans, and ensuring spa menus are current.

ESSENTIAL FUNCTIONS:

• Provides exemplary customer service by “Exceeding Expectations One Opportunity at a Time”.
• Submits and works within an approved spa service budget on an annual basis.
• Oversee daily operations of the spa, including scheduling, staffing, inventory, and facility maintenance.
• Ensure compliance with all health, safety, and cleanliness standards.
• Maintains and reviews spa performance reports and other relevant data to ensure budgetary compliance, positive margins and responsible and timely service and fee adjustments, as needed.
• Interviews, hires, trains, recognizes, rewards and terminates staff within the spa services department, as needed. Recruit, train, and manage spa staff, including therapists, receptionists, and other team members. This includes fostering a positive work environment, encouraging professional growth and teamwork.
• Establishes spa service scheduling based upon optimum customer participation and seasonal customer flows.
• Develops, trains and enforces spa service policy and procedure to ensure the quality of service, consistency of professionalism and the highest level of guest satisfaction.
• Works closely with the marketing team to develop and refine an enticing advertising campaign based on available budget, established goals, seasonal customer fluctuations and industry service expectations. This includes staying updated on industry trends to introduce new treatments and services.
• Creates a database of customer information to support a personalized service approach and mailing list for ongoing promotions, events and spa service packages.
• Develops and continually refines spa service fees and packaging based upon product pricing, labor, competitive comparisons and developing customer markets.
• Develops a thorough and consistent venue cleaning and sanitizing regimen that centers around a clean, safe and organized spa storefront and treatment room for guests.
• Establishes product par levels and ensures adequate inventory of sales and therapy supplies using the property purchasing process.
• Maintains strong and positive communication with spa staff through consistent meetings, face-to-face discussions, email, etc.
• Supervises and coordinates spa bookings, notes and arrivals ensuring staff knowledge of guest profiles and arrival list using industry technology.
• Addresses customer issues or concerns in a professional and timely manner.
• Maintains knowledge of new and evolving industry approaches and works to incorporate those that fit well within property spa services.
• Ensures the safety of guests and staff through a thorough safety and hazard control process.
• Develops a strong relationship with property management and team members and actively participates in scheduled meetings.
• Develop short- and long-term strategies to enhance the spa's offerings and profitability.
• Partner with other departments to integrate spa services into resort packages and events.
• Other duties as assigned within the scope of the position.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to walk with occasional sitting and standing. The Spa Director is required to mostly be standing. Frequently the employee must crawl, and kneel with frequent bending, squatting, crouching, and pushing/pulling. The employee must frequently lift and/or move up to 50 pounds while occasionally lifting and/or moving up to 100 pounds.

POSITION REQUIREMENTS:

• Bachelor’s degree in hospitality management, business administration, fitness or related field (desired).
• Minimum 5 years of supervisory and/or management experience in a spa service environment.
• Strong knowledge of spa operations, treatments, and wellness trends.
• Excellent communication skills required.
• Basic Math skills are required.
• Proficiency with computers, including point-of-sale (POS) and reservation systems.
• Must present a well-groomed, professional appearance and speak, understand and write in the English language.
• Must possess a personable, customer service attitude along with organizational ability to handle multiple tasks simultaneously.
• Ability to work flexible hours, including weekends and holidays, as needed.
• To perform this position successfully, an individual must be able to satisfactorily perform each function listed under the essential functions and physical demands categories of this position description.
• Must have an excellent past work record, including attendance.

WORK SCHEDULE:

Full-time; 52 weeks per year. In addition to regular business hours, the person in this position must be flexible around the needs of the employer, which may include occasional evening and/or weekend hours or occasional travel for employer business.

DISCLAIMER:

This job description is intended to summarize the type and level of work performed by the incumbent and is not an exhaustive list of duties, responsibilities, and requirements. Bay Mills reserves the right to change, add, or reassign job duties or combine positions, or portions thereof, at any time. This job description is not an employment agreement or contract. This job description may be updated based on the needs of the employer.

Pursuant to Bay Mills Indian Community Policies and Procedures §202.6, preference will be given to those of Native American descent.