Spa Manager

The purpose of the Spa Manager is to assist the Director of Health & Wellness in recruiting, training, motivating and leading the spa, salon and fitness personnel to perform professional, coordinated, efficient, friendly service and to ensure guest satisfaction to all Members and guests at Yellowstone Club.

Supervisory Responsibilities:

Directly or indirectly supervises employees and/or supervisors; carries out supervisory responsibilities in accordance with the Club’s policies, procedures and applicable laws; responsibilities include but are not limited to: interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Major Responsibilities:

• Ensure that each Member and guest receives outstanding service in a friendly environment which includes greeting and acknowledging every Member and guest, maintaining outstanding service standards, solid product knowledge and all other components of guest service.
• Empowered to guarantee total Member satisfaction, display hospitality and professionalism to our Members at all times, take pride in representing Yellowstone Club professionally with our Members and guests and assure that all transactions are handled in a legal and ethical manner.
• Understand and apply all property safety and security procedures to maintain a secure and safe environment for team members, Members, and guests at all times. In the event of an accident or emergency, seek medical attention if necessary and contact the Assistant General Manager or Human Resources immediately.
• Maintain a favorable working relationship with all Yellowstone Club team members to foster and promote a positive working environment.

Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Recruiting, Training, Motivating and Leading the Spa team to perform a great, coordinated, efficient, friendly and happy service to all guests, eventually enhancing, creating and realizing all revenue and profit opportunities.

Financial:

• Provide support to the Director of Health & Wellness through excellent communication and business analysis.
• Assist in interpreting spa financial reports and help provide expertise on (projected) Revenue vs. Expenses.
• Assist in developing procedures for accurate spa sales, marketing, inventory control and monitoring.
• Review and track spa revenue.
• Assist in controlling ongoing service and product margin analysis to ensure profitability.
• Implement opportunities for managing operational costs and boosting the bottom line.

Member Service:

• Anticipate, identify and ensure members and guests needs are being met in the best possible way.
• Monitor member satisfaction with surveys, focus groups, mystery shops and comment cards.
• Guide staff to become caring problem solvers, cooperative, accommodating and fair.
• Exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• Uphold and ensure gracious front desk procedures in the booking and handling of guests.

Staffing and Human Resources:

• Implement ongoing skills training to ensure service standards are being upheld.
• Maintain staff certifications, ensuring accuracy and compliance.
• Perform staff evaluation reports with proposed action plans.
• Effectively administer and monitor staff scheduling procedures.
• Demonstrate an exceptional level of professionalism for the staff to emulate.
• Create a motivating environment of sincerity, warmth and fun for staff and guests.
• Conduct weekly one-on-one meetings with direct reports.
• Assist Director of Health & Wellness in leading the daily, weekly, monthly and quarterly spa meetings.
• Create the culture of continuous improvements, fun on the job and career growth.

Operations:

• Always maintain the Spa/Salon/Retail/Fitness, Spa BOH in a very clean, organized and efficient way.
• Maintain an up to date version of the spa procedure manual and ensure compliance.
• Develop and maintain spa literature, documentation and process handling requirements.
• Attend management meetings and convey all relevant information throughout the spa.
• Hold regular staff meetings to keep staff up to date on all aspects of the spa’s operation.
• Ensure equipment is maintained in good working order.
• Maintain professional relationships with suppliers and providers.
• Minimize or eliminate losses through negligence with monitoring programs.
• Implement clearly established opening and closing procedures.
• Manage inventory effectively; follow purchasing standards and ensure compliance.

Supervision:

• Assist with various supervisor responsibilities to ensure timely completion.

• Supervise and train spa supervisor, team leads and assist with duties.
• Oversee and assist with training and supervising all spa concierge associates.
• Supervise scheduling of all front office associates.
• Recruit and hire all spa concierge office positions.
• Administer and oversee performance evaluations for spa supervisors and associates.
• Professionally handle all spa guest disputes and concerns.
• Assist Director of Health & Wellness with creation and implementation of spa procedural and training materials.
• Assist and support entire spa management team as necessary.
• Assist Director of Health & Wellness with operations, problem-solving and training.

• Ensure that all spa team members deliver exceptional, unparalleled guest experience and customer service to spa guests.

Other Duties and Responsibilities:

• Perform all duties and responsibilities in a timely and efficient manner in accordance with established Club policies, procedures, and standards of service to achieve the overall objectives of this position.
• Meet departmental productivity, organization, punctuality/attendance and consistency standards.

• Maintain a positive and respectful attitude.
• Treat Members, guests, vendors, customers and co-workers with professionalism and respect at all times.
• Maintain privacy of our Members at all time.
• Maintain a clean and neat appearance at all times.
• Communicate regularly and effectively with all employees, supervisors, managers and directors.
• Perform work in a safe and high quality manner.
• Project a favorable image of Yellowstone Club to Members and guests at all times.
• Must be able to work flexible work hours/schedule including evenings, weekends and holidays. Long hours may be required due to business demands.
• Proactively coordinate with the Facilities Director of Engineering all daily and periodical maintenance of the areas and equipment. (Ensure that preventative maintenance is taking place within the spa).
• Support and take over the duties of his/her staff when necessary.
• Perform any or all duties and project as assigned by management.
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

Disclaimer:

This job description is only a summary of the typical functions of this position and should not serve as an exhaustive or comprehensive list of all the possible duties, tasks and responsibilities being performed by people assigned to this classification. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Experience/Education Required

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills and abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Ability to be persuasive with telephone sales skills.
• Knowledge about different packages available.

Experience/Education Preferred

High School or equivalent education required. Bachelor’s degree preferred and at least two to four years in a managerial capacity in a top resort/spa operation.

Certificates & Licenses

Valid State Driver’s License

Computer Skills

Able to perform basic computer skills and willing to be trained on specific spa, salon & fitness software.

Language Ability

Able to speak clearly and effectively with Members, guests, co-workers, vendors and other Yellowstone Club departments. Able to write clearly and legibly.

Math Ability

Able to perform basic math calculations.

Reasoning Ability

Ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem solving.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the employee may be required to work outside in extreme heat, cold, rain, wind, snow or inclement weather as the demands of the position so dictate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to talk and/or hear. The employee is constantly required to stand and walk, climb or balance, stoop, bend, kneel, crouch, or reach with hands and arms, and lift up to 50 pounds. The employee is also constantly required to use their vision to perform an activity such as but not limited to determining the accuracy, neatness, and thoroughness of the work assigned.

Receipt and Acknowledgment

I acknowledge and understand that:

• The job description provides a general summary of the position in which I am employed. The contents of this job description are job requirements and, at this time, I know of no limitations which would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my supervisor if at any time I am unable to perform these functions.
• Job duties, tasks, work hours and work requirements may be changed at any time due to business demands, by the Club.
• Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules and regulations of Yellowstone Club.
• I have read and understand this job description as outlined herein. I have been allowed to ask questions in order to clarify any points listed on this job description.

The position offered is a seasonal position located in Big Sky, Montana.

Yellowstone Club offers great benefits including:

• Free transportation to and from Bozeman
• Medical, Dental, Vision Insurance
• Discounted Ski Pass
• Employee Ski Days
• Complimentary shift meals
• 401k eligibility and bi-weekly match
• Access to onsite fitness center 24/7
• Discounted Employee Housing in Big Sky or Bozeman
• Discounts to over 1000 retailers through ADP LifeMart
• End of season Employee Appreciation Day and retail sale

For more information about the Club, visit www.yellowstoneclub.com.

To apply, please visit www.yellowstoneclub.com and click on "YC Careers" at the bottom of the homepage.

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