Spa Manager

Role Overview

Spa Manager at Marriott. This position supervises and coordinates spa service delivery across salon, skin care, program coordination, reservations, reception, massage, and locker room areas, with accountability for guest and employee satisfaction and operating budget achievement.

Role Purpose

Oversee daily spa operations, ensure exceptional guest experiences, manage staff performance and development, and drive financial accountability to support overall property objectives.

Key Responsibilities

Operations and Budget Management

• Assume the responsibilities of the Spa Director in their absence.
• Ensure all employees have proper supplies, equipment, and uniforms.
• Comprehend budgets, operating statements, and payroll progress reports to assist in financial management of the department.
• Manage supplies and equipment inventories within budget.
• Maintain cleanliness of spa, related areas, and equipment.
• Understand the impact of department operations on overall property financial goals and objectives, managing to achieve or exceed budgeted goals.
• Assist the Spa Director in managing day-to-day spa operations as necessary.

Guest Service and Experience

• Set a positive example for guest relations.
• Interact with guests to obtain feedback on product quality and service levels.
• Handle guest problems and complaints.
• Empower employees to provide excellent customer service.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Strive to improve service performance.
• Review comment cards and guest satisfaction results with employees.

Human Resources and Team Development

• Solicit employee feedback utilizing an "open door" policy and review employee satisfaction results to identify and address employee problems or concerns.
• Ensure employees understand expectations and parameters.
• Bring issues to the attention of the department manager and Human Resources as necessary.
• Observe service behaviors of employees and provide feedback to individuals.
• Participate in employee progressive discipline procedures.
• Participate in an ongoing employee recognition program.
• Support a spa orientation program to ensure employees receive appropriate new hire training.
• Supervise ongoing training initiatives and conduct training when appropriate.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Celebrate successes and publicly recognize the contributions of team members.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process.

Qualifications & Experience

• High school diploma or GED.
• Two years of experience in spa, guest services, 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.