Director of Spa

Role Overview

Director of Spa at Marriott International. The role is based at a St. Regis luxury hotel property and is responsible for managing all aspects of spa operations, programs, services, facilities, and staff.

Company Overview

St. Regis Hotels & Resorts is a luxury brand committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in premier locations worldwide. The brand is known for uncompromising bespoke and anticipatory service, classic sophistication combined with modern sensibility, and signature Butler Service. St. Regis is part of the Marriott International portfolio.

Role Purpose

Lead and supervise all spa operations to deliver exceptional guest experiences, optimize financial performance, and foster a high-performing team. Direct the delivery of spa services across salon, skin care, fitness and wellness, massage, program coordination, reservations, reception, and locker room areas while continuously improving guest and employee satisfaction.

Key Responsibilities

Managing Spa Operations and Budgets

• Select vendors for spa retail operations and manage contract agreements.
• Oversee retail product research, product selection, purchasing, and display.
• Manage supply inventories and purchasing control, including uniforms.
• Monitor actual and projected spa sales to ensure revenue goals are met or exceeded.
• Maintain cleanliness of spa facilities, related areas, and equipment.

Managing Spa Sales and Marketing Strategy

• Create and coordinate special services for groups, including gifting programs, group amenities, turndown gifts, invitations, customized spa services, and contract addendum negotiation.
• Develop and manage spa promotions including gifting programs, gift with purchase offers, co-op marketing efforts, and holiday events.
• Ensure spa services are included in all property-related marketing and advertising.
• Identify and recommend new products and enhancements to maintain market competitiveness.

Managing Spa Revenue and Financial Performance

• Monitor and manage the payroll function.
• Manage operational areas to budget by reviewing operating statements, budget worksheets, and payroll progress reports.
• Manage controllable spa expenses including guest amenities, linen, professional salon products, plants, decorations, and paper supplies to achieve or exceed budgeted goals.

Delivering Exceptional Customer Service

• Display leadership in guest hospitality and exemplify excellent customer service.
• Create a positive atmosphere for guest relations.
• Empower employees to provide excellent customer service.
• Strive to improve service performance.

Conducting Human Resources Activities

• Review comment cards, guest satisfaction results, and other data to identify improvement areas.
• Share findings with employees to develop corrective action plans and ensure implementation with property leadership oversight.
• Interview and hire management and hourly employees with skills appropriate to business needs.
• Develop, implement, and maintain a spa orientation program for new hire training.
• Administer the performance appraisal process for direct report managers.
• Develop business goals and create appropriate development plans for team members.
• Establish and maintain open, collaborative relationships with employees and ensure the same within the team.
• Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to identify and address concerns.
• Ensure regular ongoing communication across all areas of responsibility to create awareness of business objectives and communicate expectations.
• Celebrate successes and publicly recognize team member contributions.

Qualifications & Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major, plus 4 years of experience in spa, guest services, front desk, sales and marketing, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major, plus 2 years of experience in spa, guest services, front desk, sales and marketing, or related professional area.

Additional Information

Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated.