Posted September 16, 2021
La Vidorra Spa, located at The Scott Resort & Spa, is the most icharming spa experience around for locals and travelers alike! #8 on TripAdvisor out of 78 locations in Scottsdale, this LEADER will have the HEART to continue elevating and supporting our team and destination BEyond Expectations!
Summary of Position:
Responsible for the over-all operation and performance of the spa including retail, meeting all financial objectives for the spa, meeting monthly spa revenue projections as it relates to retail and service and ensuring that expenses are maintained within budget provided. Primary functions include, but are not limited to: (1) providing outstanding guest service and satisfaction, (2) revenue generation and enhancement, (3) staff management and training.
Oversee daily operations of La Vidorra Spa with emphasis on guest service, cleanliness, safety, fiscal responsibility (i.e., staffing, payroll, expenses, inventory and revenue generation), staff guidance and support to make the spa the best facility possible in order to support Resort goals. Will be accountable for training and development of all support staff including front desk associates and therapists. Will perform all support staff reviews and disciplinary discussions. Will be flexible with schedule and meet regular attendance standards. Candidate will be professional with a welcoming smile, exhibiting the desire and ability to work in the health and wellness industry.
•Portray a positive attitude in all situations at all times.
•Manage all team members under supervision including staff development, training, coaching/counseling and evaluating.
•Manage performance feedback process for staff and conduct staff reviews at 90 days and year-end.
•Advise HR of any issues involving staff.
•Provide effective communication to staff (and other applicable departments) via meetings, one-on-one meetings, “open door policy”, Pre-Shifts, etc.
•Lead by example by providing fair and consistent leadership.
•Establish a safe and hazard-free environment by maintaining a strong safety record with a minimum number or employee and guest accidents and report all guest and employee accidents.
•Lead, coach, communicate and correct coordinators and therapists in consistently delivering brand standards in service excellence, current promotions, etc.
•Review spa objectives with the team, reviewing and updating in light of changes in the business, implementing corrective action when needed.
•Ensure all associates follow established dress and grooming code at all times.
•Responsible for approving/editing time cards in Time and Attendance system on a daily basis, ensuring Time Clock Adjustment forms are obtained with all signatures for every edit for authorization purposes.
•Ensure the front desk coordinators are adhering to booking standards and aware of all current promotions.
•Perform tasks as set forth in Spa Standards, including proper telephone etiquette, proper service standards, maintaining cleanliness of Spa areas.
•Track sales to ensure the team is meeting its retail penetration goal.
•Participate in spa inventory counts as scheduled.
•Ensure team maintains data integrity by utilizing the correct prices and discount in POS.
•Respond to customer satisfaction survey comments daily.
•Effective in handling and resolving customer issues with in a 48-hour period.
•Ensure service excellence by completing regular walkthroughs in lounge and locker rooms.
•Research and solve customer-billing inquiries.
•Oversee the processing of refunds and resolve booking errors with booking department weekly.
Education: H.S. Diploma required; College Degree* Certification/License (*highly preferred)
Degree in Business, Marketing or related field preferred. Will accept equivalent combination of education and experience.
A minimum of two years sales/retail management experience in a high-volume customer focused environment, preferable retail knowledge & experience.
Spa management experience is required along with prior budgetary experience and a proven record of accomplishments in meeting financial objectives.
At least two years’ experience working with a Point of Sale (i.e. Book4Time knowledge desirable) and answering phones in a service excellence environment.
Certificates or Licenses: Spa certifications in LMT or Aesthetician preferred but not required.
Knowledge, Skills, and Abilities:
Excellent listening and communication skills, written and verbal.
Strong organizational and problem solving skills.
Strong administrative and management skills.
Ability to work overtime, weekends, days, evenings and/or holidays.
Tactful, mature and the ability to effectively interact with diverse groups of people.
Ability to plan, direct and delegate work to others. Sound follow-through, effective time management with a sense of urgency and prioritization to complete all tasks and projects timely.
Self-motivated. Able to encourage a positive and focused team at all times.
Demonstrate sound decision-making ability for the best needs of the business.
Ability to maintain a professional appearance and demeanor at all times in accordance to company standard.
Must exemplify the following qualities: Change Leadership, Vision and Strategic Thinking, Analytical Thinking, Results Orientation and Ethics and Integrity.
Ability to meet US employment and eligibility requirements.
Behaves ethically and honestly
Communicates effectively: Speaks and listens and engages in a clear, thorough, and timely manner, effectively reading and writing, using the English language
Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)
The Scott Resort & Spa’s leaders and team members believe each guest should be treated with respect and professionalism. We create A HEARTfelt experience…BEyond Expectations, enticing our guests to return again and again. In order to be successful at The Scott, team members must share both our vision and our values (Helpful, Ethical, Attentive, Resourceful and Thankful). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our forward thinking, fun, friendly, engaging and enthusiastic team members treat every guest as if they were our only guest. A true customer focus is essential to success with our property.