Spa Guest Experience Manager

3 weeks ago

Vancouver, Canada Fairmont Pacific Rim Full time

Do you want to?

Work for the #1 city hotel in Canada,
Become part of an extraordinarily team,
Elevate your career with a global luxury brand offering extensive development opportunities,
Enjoy a competitive salary + extensive benefits plan & utilize global perks & privileges?

Then you might be our next Spa Guest Experience Manager.

Reporting to the Assistant Spa Director, the Guest Experience Manager is responsible for providing daily leadership of the reception and reservation operations focusing on the consistent delivery of luxury and service excellence. The Guest Experience Manager will ensure that all revenue opportunities, in keeping with the positioning of Willow Stream, will be capitalized upon and all productivity and expense controls are followed.

**What is in it for you**:
Employee benefit card offering discounted rates at Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world
- A competitive salary
- Complimentary meal through our Colleague Dining Program
- Travel reimbursement program for a TransLink monthly pass
- Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
- Company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan (GRSP) for those meeting eligibility requirements
- Complimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program

Employee benefit card offering discounted rates at Accor worldwide
Learning programs through our Academies
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

**What you will be doing**:

- Direct reception and reservation operations so that the spa operates cost effectively and efficiently while providing luxury service and maintaining 5 star standards.
- Ensure the establishment and execution of departmental goals.
- Recruit, manage, train, develop and motivate all colleagues reporting to this position to coordinate guests’ spa experiences, operate point of sale system ensuring accurate guest folio’s, while consistently delivering gracious, thoughtful and personalized service in every interaction.
- Ensure Guest satisfaction at all times by ensuring that safety and service is always the spa's first priority.
- Take a leading role in resolving any and all guest concerns by role modeling professional service delivery.
- Responsible for increasing the departmental revenues through treatment upsells and maximizing treatment room utilization.
- Assist with maintainance of spa loyalty program and guest retention.
- Demonstrate superb sales leadership skills in building a clientele and consistently modelling luxury 5 star service to Spa Experience Coordinators and other colleagues closing retail sales.
- Ensure effective scheduling of SA and SEC colleagues to manage labor according to luxury standards.
- Monitor, analyze and report call volume monthly.
- Review daily productivity and approve/submit payroll including SEC commissions/incentives.
- Implement effective training plans for treatments, product knowledge and upsells.
- Create and manage incentives for SAs & SECs as needed to align with spa goals.
- Ensure effective and timely communication among all spa departments and throughout the Hotel through weekly/monthly departmental communication meetings.
- Conduct development and performance management discussions as required in a timely manner.
- Ensure inventory management of reception & retail supplies/equipment which includes: monthly count, ordering, receiving and par levels.

Maintain thorough knowledge of competitors and market trends, including location, product offering, pricing, promotions and sales techniques.
Assist in the development and implementation of monthly spa revenue management plan.
Assist in the development and implementation of 12 month marketing plan.
Ensure adherence of hotel, spa and facility policies.
Ensure adherence of standard operating procedures for all SEC/SA colleagues.
Ensure the spa facilities are in peak condition at all times (maintenance and cleanliness).
Create a visual presence within department for all spa staff via regular facility walk-throughs.
Offer support and supervision for all spa departments as required.
Role model and ensure adherence to all safety procedures and practices to maintain a safe work environment.
Actively participate in the hotel’s environmental program and department specific initiatives in working towards sustainable operations.
Carry out any other duties and responsibilities as assigned.

**Qualifications**:
Minimum of 2 years experience in supervisory position in Hotel/Spa operations a strong asset
Previous experience in a luxury environment and passion for spa or wellness is an asset
Degree or Diploma in hospitality or related field a strong asset
Desire to provide phenom

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