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 budget.
Supporting Management of Spa Operations and Budgets
Assumes the responsibilities of the Spa Director in his/her absence.
Ensures all employees have the proper supplies, equipment and uniforms.
Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
Manages supplies and equipment inventories within budget.
Maintains cleanliness of spa and related areas and equipment.
Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.
Ensuring and Delivering Exceptional Customer Service
Sets a positive example for guest relations.
Interacts with guests to obtain feedback on product quality and service levels.
Handles guest problems and complaints.
Empowers employees to provide excellent customer service.
Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvement.
Strives to improve service performance.
Conducting Human Resources Activities
Solicits employee feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
Ensures employees understand expectations and parameters.
Brings issues to the attention of the department manager and Human Resources as necessary.
Observes service behaviors of employees and providing feedback to individuals.
Participates in employee progressive discipline procedures.
Participates in an on-going employee recognition program.
Reviews comment cards and guest satisfaction results with employees.
Supports a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Supervises on-going training initiatives and conducting training when appropriate.
Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.
Celebrates successes and publicly recognizes the contributions of team members.
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 Process.
Assists the Spa Director in managing the day-to-day operations of the spa as necessary.
Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
Spa Service - Knowledge of salon and spa products and services (including hair, makeup, nail, massage, skincare, and body treatments).
Spa/Salon Services and Equipment - Knowledge of the use and maintenance of tools and procedures for skincare, hair care, manicure and pedicure, massage, and disinfection.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
Education and Experience
High school diploma or GED; 2 years experience in the spa, guest services, or related professional area.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.