Spa Manager

Position SummaryThe Spa Sales Manager serves as an ambassador to the spa, representing all of its services to the guests, and to the various departments on property. The position is responsible for managing the Spa Concierge and Spa Attendant team; and assisting in supervising all areas of Spa & Salon, including its services and facilities to ensure the delivery of superior guest service as defined by the Biltmore Spa & Salon. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).ResponsibilitiesOversees the Spa Concierge and Spa Attendant Team and the respective leads for the department.Recruits, interviews, trains, counsels, coaches and disciplines the team.Maintains a professional leadership style and mentors the team.Solves staff concerns in a timely manner, referring the situation to the director if needed.Conducts staff member performance appraisals in a timely manner per the guidelines and timeline dictated by Human Resources.Prepares, monitors, controls and makes recommendations for payroll for the Spa Concierge and Spa Attendant teams- in conjunction with the Director of Spa.Keeps a constant eye on business levels and adjusts staffing levels as needed.Oversees payroll, time sheets, scheduling, and staff member payroll issues.Works closely with accounting management and Cashier to ensure proper procedures and disciplinary actions are being followed per the bank guidelines.Performs and/or assigns any reasonably related duties to ensure guest satisfaction, and the smooth operation of the Spa in accordance with Biltmore and Leading Hotel Standards.Consistently offers professional, knowledgeable, friendly and engaging service.Resolves guest problems or complaints as needed according to guest problem resolution policy.Provides “critical eye” perspective to Spa facilities (i.e. cleanliness, repairs, etc.)Ensuring the facility is impeccably neat and clean.Develops strong relationships with all departments within Spa to communicate/resolve issues.Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to appropriate personnel as needed.Participates in the Spa MOD program to provide management presence.Respond to issues that arise in the absence of the Spa Director or other supervisors.Alongside the Director of Spa, responsible for maximizing the departmental revenues.Representing the spa department at precon meetings, FAMs, and site visits and follows through on all prospective business.Attends departmental meetings within the hotel in order to further educate and sell the spa – Concierge, Front Desk, Guest Services, Conference Services, SalesMeets with group meeting planners to determine how spa can fit into their program, shows the spa facility, answer questions/inquiries and works with the Director of Spa to customize spa programs for groups.Serve as primary contact for Spa groups, and work alongside the Spa Supervisor to ensure all group bookings are accurate.Coordinates contests and/or incentives for the spa team in collaboration with the Director of Spa and vendor partners.Oversees the ordering of all departmental supplies and inventory control for all guest services supplies and the Front Desk area in accordance with par levels and budgets.