Director-Spa & Retail - Full-time

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

A Director of Spa is a critical position in any Spa that serves as a full service Spa facility, because of the wide range of service offerings a full service Spa renders.

Bringing these very different departments together as a single, cohesive and seamless operation for Spa guests requires a management position who understands the dynamics, vision, and overall operations of a Spa.

Spa Directors must not only understand the fundamentals behind the spa experience, and the requirements for operating a highly personal service-oriented business, they must also understand the fundamentals of leadership and business management and possess the skills necessary to drive growth, financial performance, sales & marketing and manage the human resource function.

JOB SUMMARY

Responsible for managing and supervising all areas of the spa and retail, including programs, services, hours of operation, facilities and associates. Coordinates the delivery of spa and retail services, including salon, skin care, fitness and wellness, massage, program coordinating, reservations, reception desk, store front, inventory and spa locker room areas. Directs and works with the management and hourly associates to successfully execute all spa and retail operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the departments.

CANDIDATE PROFILE

Education and Experience

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 3 - 5 years' experience as a Director running a 2 - 3 million dollars revenue luxury spa operation.

CORE WORK ACTIVITIES

Managing Spa & Retail Operations and Budgets

• Selects vendors for retail operations and managing contract agreements.

• Monitors retail product research, product selection and purchasing, product display.

• Manages supply inventories and purchasing control, including uniforms.

• Monitors the spa and retail's actual and projected sales to ensure revenue goals are met or exceeded.

• Maintains cleanliness of spa, retail and related areas and equipment.

Managing Spa and Retail Sales and Marketing Strategy

• Creates and coordinates special services for groups including group gifting programs, group amenities, group turndown gifts, letters and invitations, creating special spa and services for specific groups and spa contract addendum negotiation.

• Develops and Manages spa and retail promotions including gifting programs, gift with purchase, co-op marketing efforts and holiday events.

• Verifies spa and retail services are included in all property-related marketing and advertising.

• Identifies and recommending new products and product enhancements to remain competitive in the market.

Managing Spa and Retail Revenue Management Strategy

• Monitors and Manages the payroll function.

• Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.

• Manages Spa and Retail controllable expenses such guest amenities, linen expense, professional salon products, plants, decorations and paper supplies to achieve or exceed budgeted goals.

Ensuring and Delivering Exceptional Customer Service

• Displays leadership in guest hospitality, exemplifying excellent customer service, and creating a positive atmosphere for guest relations.

• Empowers employees to provide excellent customer service.

• Strives to improve service performance.

Conducting Human Resources Activities

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

• Reviews findings with employees to develop appropriate corrective action, sharing plans with property leadership and ensuring corrective action is taken to continuously improve results.

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.

• Develops, implements and maintains a Spa and Retail onboarding program for employees to receive the appropriate new hire training to successfully perform their job.

• Administers the performance appraisal process for direct report managers.

• Develops business goals and creates appropriate development plans.

• Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.

• Solicits employee feedback, utilizes an &"open door&" policy and reviewing employee satisfaction results to identify and address employee problems or concerns.

• Verifies that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizing performance, and producing desired business results.

• Celebrates successes and publicly recognizes the contributions of team members.

The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.