Spa Manager

AGE REQUIERMENT: 21 years or older

Position Summary:

Responsible for directing, coordinating, and overseeing the day-to-day Spa Department’s operations, personnel, customer service, fiscal management, and administration while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino guests. Actively exercises managerial responsibility for all department internal controls and regulatory requirements. Ensures employee and guest compliance and conforms to all Tribal, Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

Departmental Leadership:

• Closely monitors the financial performance of the spa’s operation, provides solutions to improve problem areas, and assists in implementing corrective measures.
• Prepares and manages the spa’s annual budget, capex plan and projects, and expenditures.
• Provides quarterly monthly forecasting for all spa revenues and expenses.
• Participates in public relations activities and/or other promotional activities designed toward enhancing the image and profitability of the spa.
• Works with sales and marketing to manage the annual promotional schedule and creates additional programs and/or promotions geared toward improving the profitability and image of the spa.
• Reviews and analyzes market trends globally and locally to ensure the Isleta Resort and Casino’s spa is evolving accordingly and up-to-date.
• Works closely with Facilities Maintenance to oversee maintenance of all spa areas, as required.
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Resolves, both, internal and external guest issues and problems in a timely and professional manner.
• Coordinates the spa’s organization and administrative functions.
• Ensures all spa reports and data are submitted on time to the relevant corporate and hotel offices.
• Ensures total compliance with standards of operations and services at all times throughout the Spa.
• Participates in all regular and ad hoc operational meetings and assists in the formulation of the spa’s strategic business plans, as required.
• Leads the spa’s operation while following and enforcing all Federal, State, Tribal, and departmental policies and procedures and regulations.
• Oversees and ensures compliance of the fitness center and the pool facilities, performance of all spa staff, and candidate selection and staffing.

Personnel & Administrative Tasks:

• Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and directs disciplinary action as warranted.
• Increases the Spa Department’s effectiveness by recruiting, interviewing, selecting, promoting, training, coaching, counseling, assigns and delegates work, disciplining, reassigning, and terminating employees as needed.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
• Grants and/or denies PTO Requests as they pertain to scheduling.
• Conducts planning sessions and performance reviews.
• Enforces department standards, objectives, and policy that are in accordance with the Isleta Resort and Casino’s organizational mission.
• Maintains a skilled, trained, and motivated staff through continuous communication, feedback, and effective customer service training.
• Ensures staffing is maintained at an appropriate level to match the Isleta Resort and Casino’s demands
• Leads and mentors all spa staff in self-accountability, service products, and selling of merchandise.
• Completes ownership for the ongoing training requirements in the division.
• Ensures all disciplinary procedures are implemented fairly and in accordance with the Isleta Resort and Casino’s policies.
• Occasionally performs duties of subordinates and other duties as needed

Accountability and Supervision:

Directly supervise the Spa Supervisor, Cosmetologist, Esthetical, Massage Therapist, Nail Technician, and Representative/Spa Front Deck Receptionist. Initiates and administers tangible supervisory employment actions and responsibilities in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include initiating interviewing, hiring, and training employees; initiating planning, assigning, and directing work, appraising performance, rewarding and disciplining of employees; promoting, demoting, and reassigning employees; and addressing complaints and resolving problems.

Education and Experience:

• High School Diploma or GED required.
• Associates degree, preferred.
• Bachelor’s degree in Hotel Management or related field, preferred.
• Must possess and maintain a valid Cosmetology, Esthetician, Massage Therapist, or Nail Technician License, preferred.
• Two (2) years retail experience and/or operational experience as a therapist and/or esthetician, preferred.
• Five (5) years Spa managerial role at a hotel spa, independent spa, salon, and/or luxury segment experience, preferred.
• Two (2) years cash handling experience, required.
• Or equivalent combination of education, training and experience.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• Must have a valid New Mexico driver’s license (should not have had a driver’s license revoked or suspended in the last 3 years prior to the date of the employment application, records will be checked)
• Must have a New Mexico State Alcoholic Beverages Service Certificate

Knowledge, Skills, and Abilities:

• Must be able to take direction and feedback well.
• Must be able to accurately and successfully perform several tasks and meet deadlines under high level of stress and with minimal supervision.
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.
• Must possess the ability to make sound and accurate decisions.
• Must possess strong critical and analytical thinking skills.
• Must be able to work a flexible and varying schedule to include evenings, weekends, and holidays.
• Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability.
• Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.
• Must possess a strong analytical background and be able to interpret and understand optimal reach and frequency strategies and create and manage budgets.
• Must possess strong negotiation skills and be able to make sound purchase decisions.
• Must possess thorough knowledge and expertise in Federal, State, and Tribal regulatory requirements and authoritative published material as related to the department.
• Second language, preferred.
• Must be well versed in and possess a strong technical aptitude and knowledge of spa operations and trends, spa product lines and treatment protocols, and state legislation and licensure requirements for therapists.

Physical Demands and Work Environment:

• Must be able to lift, move, and place up to 50 pounds.
• Must be able to stand, walk, and/or sit for extended periods of time.

Working Conditions:

May occasionally deal with angry or hostile individuals. Flexible schedule required. May be required to work weekends and special events. Smoke filled environment.

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.