Assistant SPA Director - Santa Monica, United States - Regent Spa

Description

Benefits:

• 401(k) matching
• Competitive salary
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Signing bonus
• Vision insurance

Company Overview
Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa as the first destination in the Americas. The resort will set a new standard for modern upper luxury.
Regent Santa Monica Beach Opening 2024

Job Summary

A little bit about your day:
Reporting to the Director of Spa, every day is different, you will:

• Understand and abide by Regent Spa policy and procedures.
• Provide guests with a thorough and knowledgeable understanding of spa services.
• Assist Spa Director in conducting performance evaluations for all staff.
• Maintain inventory levels by ensuring proper stock levels on retail and professional on hand and in rooms.
• Conduct daily treatment room checklist inspection noting inconsistencies and accuracies working alongside the Spa Director.
• Responsible for the daytoday spa operation duties to include opening and closing, cash handling procedures and general facility maintenance.
• Assist Spa Director in ensuring all monthly sales goals are being achieved.
• Demonstrate respect, sensitivity and concern for guest's needs and concerns with a professional and pleasant manner.
• Oversee and maintain safety, cleanliness, disinfection, sanitation, and maintenance standards.
• Ensure EP's properly clean and sanitize products, rooms, tools and equipment, adhering to Regent and State Governing Boards requirements and guidelines.
• Ensure EP's follow service rules and regulations under their license in the State.
• Ensure EP's use all PPE and sanitation standards by Regent and the State Governing Body.
• Organize and distribute guest surveys.
• Manage all Front Desk incentives.
• Decisions of a broad nature are made in accordance with general policy and procedures.
• Train and ensure Front Desk staff deliver exceptional service, offering corrective counseling, when needed.
• Ensure Front Desk staff are monitored and informed of treatments, groups, and other promotions.
• Ensure all protocols are adhered to.
• Act as leader for Service Providers and work with Spa Director to enforce service standards, SOP's, and conduct disciplinary actions, as needed.
• Assist Spa Director with Service Provider schedules, as needed.
• Assist Spa Director in ensuring that technician licenses are up to date and renewed, as needed.
• Provide communication channel from Spa Management to their team.
• Assist with scheduling and rotation of duties.
• Communicates any maintenance/general cleanliness issues to Spa Manager on Duty.
• Provide spa guests with a tour of spa facilities, when needed.
• Interact cooperatively with, and with consideration towards, guest and coworkers.
• Anticipate guest's needs and adhere to Regent standards for guest service, including FORBES 5 Star Standards.
• Diffuse guest challenges and communicates guest problems or complaints to the Spa Manager on Duty in a timely fashion.
• Responsible for quarterly meetings of their department.
• Assist the Spa Director in Forbesrelated training for all Spa staff.
• Assist in creating treatment protocols, training manuals and training schedule alongside team leaders of each department.
• Hire and train all technical staff on Corporate/Brand/Hotel/Resort standards.
• Assist the Spa Supervisor in training new staff on standards, software procedures, and customer service problem resolution techniques.
• Prepares payroll and transmits to accounting.
• Manage personnel under own supervision including hiring, guiding, directing, developing, training, counseling, disciplining and evaluating.
• Provide leadership to the all team leaders in each department.
• Provides regular communication of company information, functions, benefits, events, etc. with Spa staff on regular basis.
• Conducts consistently (on monthly basis) mandatory staff meetings.
• Ability to work with the Spa Director and the Director of Finance to control payroll and expenses.
• Ability to keep accurate and uptodate records and statistics on the Spa.

Knowledge of the financial side of Spa Management:

understanding P&L Reports and budgeting, sales and marketing knowledge and understanding, sales reports of sales and retail products, as well as of Spa employees.

• Enter customer problems/issues in the access database.
• Prepare monthly return to vendor report.
• On a daily basis prepare checkout/closing report.
• Ensure that established service levels are consistently achieved in compliance with Hotel/Resort standards and 5 Star criteria. Guest service is expected to exceed and outperform all comp Spas in the area.
• Effectively deals with customers' issues and complaints.
• Monitor and document all customer complaints/issues by completing customer complaint form.

Qualifications

• Must have minimum 2 year college Associates Degree.
• Must have 35 years of