The ideal Spa Manager for Bear Creek is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. The successful team member will be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of The Spa team, providing leadership to the Spa team, ensuring that the award-winning level of service will be maintained and that new services are added to meet demand. The right person will help to ensure the level of service excellence that The Spa provides our guests, making sure that team members are adequately trained and engaged, and the guest receives a personalized spa experience.
Manage The Spa at Bear Creek services and operations within the resort to ensure guests receive a quality, personalized spa experience
Coordinate activities of The Spa to ensure efficient operation and delivery of exceptional guest service
Set appointments for individual guests, specializing in groups and wedding parties
Ensure all guests fill out intake forms, are informed of Spa visit process and receive necessary items while visiting the Spa
Manage inventory and ensure proper stock supply at all times within budgetary guidelines
Follow proper procedure for purchase order creation and approval for all Spa purchases
Monitor recruitment needs, conducts effective interviewing and selection techniques
Conduct departmental orientation for all new staff
Learn, use and train staff on POS systems and administrative procedures
Ensure thorough training, supervision, and evaluation of all Spa staff
Promote sale of Spa products and services
Develop, execute and train Standard Operating Procedures for all of The Spa operations
Conduct regular, formal staff meetings for purposes of informing, training, and inspiring staff
Assist with the development of marketing/advertising and public relations plans
Participate in public relations events
Recommend special projects/promotions and executes them as directed by the Spa Manager
Properly care for equipment and use proper amounts of product to assist with cost controls
Have complete knowledge and understanding of all services and products while educating and training team members in these areas
Actively promote home care programs, meeting minimum retail sales goals
Uphold the standards of sanitation and sterilization as directed by law and the spa's policies and procedures
Communicate to management all occurrences involving staff or guests in the spa that require attention
Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available
Handle guests' questions and concerns professionally and courteously
Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction
Maintain a positive attitude and contribute toward a quality work environment
Assist in all areas of spa operation as requested by management
Must be knowledgeable of all Spa services and products
Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
Contribute to the team's success by accomplishing tasks and assisting with projects as needed
Maintain knowledge and compliance with departmental policies, service procedures, and standards
Work as a team member to ensure our guests have the best possible experience
Understand emergency procedures and be able to apply them when necessary
Report any incidents, property damage or injuries immediately to Manager/Supervisor
Attend department meetings and training sessions as necessary
Other duties as assigned by Manager and/or Supervisor
Support Southern Management's Mission, Vision, and Values
Comply with Bear Creek and Southern Management's policies and procedures
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