Director of Spa & Retail

Position Objective

Responsible for the day‑to‑day operations of the Spa and Boutique to include establishing and meeting the budget and financial goals of the organization, implementing a strategic plan to include marketing initiatives and staff training, acting as the liaison to other revenue centres on property, and professionally representing the facility. Uses the ability to lead and motivate staff to achieve goals and exceed guest expectations.

Reports to the Regional Managing Director.

• Ensure that service standards that are set by the company are achieved and maintained.
• Maintains a fully staffed department by recruiting, interviewing, hiring, and training all staff.
• Ensures the staff is fully knowledgeable on the use and benefits of services, products, programs, and activities by conducting regularly scheduled staff meetings and training workshops.
• Assesss all employees’ progress continually, trains employees with positive reinforcement and discipline fairly and consistently, participates in annual performance evaluations, and assists in the termination process when necessary.
• Provides excellent customer service and monitors guest feedback using comment cards and other customer care techniques and surveys. Supervises and follows up on guest requests and comments.
• Creates and implements an effective marketing and public relations strategy and business plan in a timely manner.
• Ensures fiscal responsibility through efficient scheduling of staff and makes necessary changes to stay within budgetary guidelines.
• Ensures the successful integration of the spa facility into the overall operations of the hotel.
• Ensures that the Spa and Boutique are successfully positioned within the respective marketplace by completing a competitive analysis and determining strengths and weaknesses of all significant competitors.
• Develops a schedule of seasonal utilization patterns to be used in the budgeting process and effective payroll management.
• Submits all paperwork and financial reporting in accordance with the company standards.
• Develops and maintains accurate maintenance procedures and checklists through routine preventative maintenance and repair.
• Assist with writing articles or press releases for the Spa when applicable.
• Creates a team of service providers to meet all aspects of professionalism and service demands.
• Ensures appropriate supervisory coverage through use of a Manager on Duty (MOD) system.
• Implement a strategy to contact conference groups and promote spa services to attendees.
• Ensures an effective inventory system with the par stock levels implemented for spa equipment and supplies.
• Ensures compliance with all state licensing and health requirements.
• Create competitive fitness and wellness programming and oversee all operational aspects thereof.
• Oversees all planning, buying and merchandising for spa and retail; develops and implements yearly merchandise plan with Regional Managing Director and ownership.
• Responsible for maintaining cost of goods sold that is in line with monthly/yearly budgets.
• Partners with sales managers, event planners and marketing/PR teams to cross sell merchandise.
• Maintain professional relationships with our vendors and coordinate all buying appointments throughout the year.
• Conduct accurate monthly inventories ensuring strict adherence to inventory policies and procedures.
• Maintain and manage the receipt and flow of merchandise purchases within the established buying plan.
• Oversee and manage the merchandising floor plan and stock rotation/presentation on a regular basis.
• Oversee the organization and cleanliness of the Spa, Boutique and storage.
• Reviews month end reports and provides the necessary commentary.
• Works directly with sales/event managers on group merchandise.
• Secures safety of venue, product and storage.
• Works closely with the Marketing team to share events, promotions and new product launches.
• Attends approved merchandise buying shows and conferences within the limits of the budget.
• Coordinate special merchandising events, including Trunk Shows, Holiday Specials and more. This includes collaboration on the Grand Opening of the store.

In addition to performance…