This position is responsible for ensuring the attentive, friendly, efficient, courteous and effective operation of the Spa Department and providing all guests with exceptional service prior to and throughout their stay, while maximizing spa revenue.
Education Requirements Bachelor's Degree in business management or a related field is preferred. Accounting and budgeting knowledge is preferred.
License/Permits Required Cosmetology License is required as outlined by the Pennsylvania's State Board of Cosmetology. Must be willing to perform Spa services if needed.
EQUIRED SKILL: Must be able to demonstrate proficiency in all expected spa skill sets.
Understanding the operation of spa equipment is also helpful.
Knowledge of Computer Hardware or Software Must be proficient in Windows software and Micros systems. SPA Soft experience is preferred.
Previous Experience Required Minimum 2 years of previous Spa supervisory experience preferably in a progressive management level.
Flexible and long hours sometimes required; that could include nights, weekends, and holidays.
Must be able to remain in a stationary position 80% of the time.
Medium work -- exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Must be able to convey information and ideas clearly and have a willingness to make decisions.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests.
Must be able to work well in stressful, high pressure situations; and maintain composure and objectivity under pressure. Must be able to work with and understand financial information and data, and basic arithmetic functions.
Must be able to treat others with respect and consideration regardless of their status or position.
Ability to adapt to changes quickly; with the ability to change your approach or method to best fit the situation during frequent changes, delays, or unexpected events.
Ability to identify and solve problems in a timely manner; analyzing information quickly, and have the ability to reason even when dealing with emotional topics.
Ability to manage difficult or emotional customer situations; responding empathetically but with resort profitability and operational needs in mind. Ability to listen to others without interrupting; keeping emotions under control and remaining open to others' ideas.
Essential Duties & Functions
Train spa associates to be efficient, courteous, and professional when talking care of guests in-house and over the phone. Train associates to up-sell products and services and monitor their progress.
Ensure associates are aware of all discount rates, special packages, products, services, and general info needed to handle guest spa reservation requests on a daily basis.
Prepare required reports that show calls received, services provided, and projected revenue daily, monthly, quarterly, and annually.
Prepare associate schedules according to business forecast, payroll budget guidelines and productivity requirements. Administer payroll change forms and payroll.
Ensure no-show revenue is maximized through consistent and accurate billing.
Perform all spa front desk and spa service staff positions when needed.
Operate all aspects of the spa department, including software maintenance, report generation and analysis, and simple programming.
Ensure the daily operation of the spa including booking appointments, inventory of product, cleanliness of all areas, and linen control.
Maintain spa front desk presence during peak hours and as needed.
Schedule, manage and perform group and individual spa tours.
Prepare associate performance evaluations and disciplinary notices. Inspect and monitor cleanliness of the spa and comply with safety and health code regulations.
Monitor staffing levels and make adjustments according to business levels and conditions. Identify, evaluate, and develop strategies to enhance resort revenues and increase profitability and guest satisfaction.
Be familiar with the organization of the entire resort and know the function of each department.
Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations.
Be aware of all rates, packages, and promotions at all Kalahari Resort properties.
Be familiar with all in-house groups and activities at all Kalahari Resort properties. E
nsure that all work, services and reservations are exact, thorough, complete, and conformant to policies and procedures of Kalahari Resorts.
Address errors, complaints, and feedback from guests and relay information to proper personnel, as well as share the customer feedback to improve service.
Must understand importance of keeping all guest information confidential.
Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.
Have knowledge of and assist in all emergency procedures as required.
Maintain a clean work area.
Observe safety and security procedures and report potentially unsafe conditions.
Attend meetings/training as required by management.
Lead and participate in Daily Promise meetings.
Perform other duties as requested by management.