Spa Manager

General Summary

The Spa Manager is responsible for the day-to-day operations of Spa Pechanga, including Spa revenue, treatments, nail salon, Spa retail operations, and staffing in conjunction with a casino/hotel environment. Leads and directs Spa Team Members to deliver Four Diamond service to guests.

FOUR DIAMOND SERVICE AGREEMENT

All Team Members will display a Four Diamond commitment to customer service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino.

Key Responsibilities

• Ensure high guest satisfaction in the delivery of services. Effectively and efficiently handle internal/external guests; identify and resolve guest concerns.
• Develop and continuously review objectives, services, standards, activities, programming, menu of service retail selection, staffing, and training for Spa. Create price points based on the understanding of our demographics and correlate price points to achieve Spa revenue objectives.
• Develop upselling outlines for products and services offered.
• Perform analyses on a regular basis for determining operating costs. Review daily and weekly reports to monitor revenue generation, rate management, yield management forecasts, expense management, and payroll controls. Accountable for department operations, including profit maximization, and cost control.
• Review short and long-term revenue forecasts to identify deficiencies and take appropriate corrective action.
• Monitor and evaluate competitive trends, making recommendations on future goals for the Spa.
• Provide recommendations for Spa operations policies and procedures.
• Develop queries and reports to support Spa objectives and to formulate cost effective solutions for increasing revenue and Spa room occupancy.
• Use analytical, creative, and practical thought processes to achieve Spa operations and yield objectives.
• Remain current in all aspects of the Spa industry as pertains to treatments, trends, staffing, technologies and applicable laws.
• Monitor bookings, trend analysis, forecasting, and other subjects that may be relevant to
  
  

increasing revenue and occupancy in Spa Pechanga.

• Ensure all Team Members consistently meet all standards of cleanliness and maintenance throughout the department.
• Participate and be involved with Spa marketing/promotion activity, strategy, and implementation.
• Other duties as assigned.
  
  

ACCOUNTABILITY: This position serves in a supervisory capacity. Responsibilities may include budgeting, hiring/terminations, Team Member relations issues, mentoring, and corrective actions. This position requires a mindful approach to resource management and is responsible for maintaining and providing a positive and professional work environment.

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Qualifications And Guidelines

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EDUCATION/EXPERIENCE/TRAINING: Bachelor's Degree in Hospitality, Business Administration, or similar field required. Master's is preferred. A minimum of five (5) years in Hotel/Spa operations in a luxury hotel/casino environment required; minimum of two (2) years' progressive supervisory and managerial experience, directing, leading, and coaching others to meet and exceed standards is required; or equivalent combination of education and progressive, relevant, and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.

COMMUNICATION SKILLS: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format, as well as, the ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations

• Must qualify to obtain and maintain a Class “A” gaming license.
• Certifications in field preferred.
  
  

Skills/Abilities

• Proven leadership skills with hiring, developing, and leading all levels of Spa staff and management.
• Demonstrate the understanding of what it takes to create an exemplary guest service experience and deliver through execution.
• Skilled to develop annual department business plan, tied to key performance indicators.
• Skilled in monthly P & L Management; participate in annual budget process.
• Strong sales and marketing skills.
• Ability to prioritize and organize work assignments, delegate, and follow-up appropriately.
• Ability to work well under pressure.
• Analytical competency for assessing and setting financial goals and standards.
• Computer literate and proficient in: Spa Soft, or SPA MPS, Microsoft Office, email, and Internet.
• Ability to work under stressful situations; ability to supervise and delegate with professional demeanor.