n JOB SUMMARY n n Position has responsibility for supervising and coordinating activities of employees delivering spa services including salon skin care program coordination reservations reception desk massage and locker room areas Position focuses on ensuring guest and employee satisfaction and achieving the operating budgetn n CANDIDATE PROFILE n n Education and Experience n High school diploma or GED 2 years experience in the spa guest services or related professional arean n CORE WORK ACTIVITIES n n Supporting Management of Spa Operations and Budgets n Assumes the responsibilities of the Spa Director in hisher absencen Ensures all employees have the proper supplies equipment and uniformsn Comprehends budgets operating statements and payroll progress reports as needed to assist in the financial management of departmentn Manages supplies and equipment inventories within budgetn Maintains cleanliness of spa and related areas and equipmentn Understands the impact of departments operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goalsn n Ensuring and Delivering Exceptional Customer Service n Sets a positive example for guest relationsn Interacts with guests to obtain feedback on product quality and service levelsn Handles guest problems and complaintsn Empowers employees to provide excellent customer servicen Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvementn Strives to improve service performancen n Conducting Human Resources Activities n Solicits employee feedback utilizing an open door policy and reviewing employee satisfaction results to identify and address employee problems or concernsn Ensures employees understand expectations and parametersn Brings issues to the attention of the department manager and Human Resources as necessaryn Observes service behaviors of employees and providing feedback to individualsn Participates in employee progressive discipline proceduresn Participates in an ongoing employee recognition programn Reviews comment cards and guest satisfaction results with employeesn Supports a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their jobn Supervises ongoing training initiatives and conducting training when appropriaten Establishes and maintains open collaborative relationships with employees and ensuring employees do the same within the teamn Celebrates successes and publicly recognizes the contributions of team membersn Ensures 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 Processn Assists the Spa Director in managing the daytoday operations of the spa as necessaryn nnn nn At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity We actively foster an environment where the unique backgrounds of our associates are valued and celebratedOur greatest strength lies in the rich blend of culture talent and experiences of our associates We are committed to nondiscrimination on any protected basis including disability veteran status or other basis protected by applicable law
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