Job Description
Ocean House Collection Spa Manager A Collection Unlike Any Other The Ocean House Collections includes 3 luxury properties.
The Ocean House is a Forbes 5-Star property featuring 49 luxury guest rooms, 20 signature suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.
The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.
The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.
Scope of Position The Ocean House is a fifteen-star Forbes rated property, and Ocean and Harvest Spa has held the Five-Star distinction for over a decade. As a critical role in the Spa Leadership team, the Spa Manager is key in ensuring that staff deliver a warm, hospitality-focused attitude to all our customers and guests. This position oversees all aspects of Spa operations, including the fitness center, pool, and wellness programming.
Schedule Requirements The operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all
exempt team members may be required to work extended shifts and additional days based on business demands. Working more than eight hours per day and more than five consecutive days as needed is an essential job function for all exempt roles. Travel may be required and may include some overnight stays. All exempt team members should be responsible for scheduling their time off. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All exempt staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.
Key Relationships Internal: Reports to Spa Director
Key Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Leads the spa associates to deliver optimal guest experiences.
- Thorough knowledge of treatment protocols and retail knowledge.
- Maintain, instruct, and have thorough knowledge of Forbes and OH standards.
- Assist the Spa Director in recruitment, marketing, and financial tasks to reach the department goals.
- Monitor schedules, payroll timecards, run payroll reports and ensure compliance with all regulations.
- Manage inventory effectively; follow purchasing standards, submit invoices, track expenditures; ensure compliance.
- Maintain and update all necessary internal and external signage.
- Consistently develop and grow retail sales through training, tools, and monitoring.
- Monitor customer satisfaction with surveys, focus groups and comment cards.
- Anticipate, identify, and ensure customer needs are being met in the best possible way.
- Guide staff to become caring problem solvers, cooperative, accommodating, and fair.
- Exhibit a professional attitude, diplomacy, and an ability to manage difficult situations.
- Assist with escalated guest concerns to own and resolve issues to guest satisfaction.
- Establish levels of empowerment for the team to utilize for customer complaint handling.
- Implement ongoing skills training to ensure service standards are being upheld.
- Perform Staff Evaluation Reports with proposed action plans.
- Create a motivating environment of sincerity, warmth and fun for staff and guests.
- Maintain an up-to-date version of the Spa Procedure Manual and ensure compliance.
- Ensure all equipment is maintained in good working order.
- Supervisory tasks include managing the team performance, preparing weekly schedules, training, and developing staff, inventory and purchasing needed products and supplies, conducting daily pre-shift meetings, and completing required reports and payroll.
- Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff.
- Supervise the individual performance of the staff taking appropriate corrective action to address deficient conditions, behavior, and work performance.
- Responsible for practicing, managing, and promoting the Company's Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional presentation.
- Follow sustainability guidelines and practices related to the Company's sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
Required Job Knowledge, Skills, Experience, and Education - Have a college degree in hospitality management, professional Spa licensure or equivalent work experience, preferably at a luxury, five-star property.
- Be well-versed in the standards set by Forbes, AAA, and Relais and Chateaux
- Ability to communicate clearly and effectively across all departments.
- Excellent interpersonal and customer service skills.
- Strong analytical and problem-solving skills.
- Advanced verbal and written communication skills in English and the ability to work with a wide range of constituencies in a diverse operation.
- Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
- Uphold the Company standards, policies, and procedures.
- Prioritize and organize tasks and work area.
- Ability to remain calm and resolve problems using good judgement as interpreted by the management.
- Follow directions.
- Collaborate cohesively with co-workers as part of a team.
- Maintain confidentiality of guest/employee information and pertinent hotel data
Job Tags
Holiday work, Work experience placement, Summer work, Casual work, Outdoor, Flexible hours, Shift work, Night shift, Weekend work, Sunday,