Spa and Salon Director

Responsible for leading, coaching and supervising all areas of the spa and salon, including its programs, services, hours of operation, facilities, membership, and staff. Coordinates the delivery of spa services, including salon, skin care, fitness and wellness, massage, program coordinating, reservations, concierge desk, and locker room areas. As a leadership position, directs and collaborates with the concierge team and service provider associates to successfully execute all spa operations. Strives to continually improve client and associate satisfaction and maximize the financial performance of the department.

Financial Management and Operational Excellence

· Oversee and manage the spa and salon's budget, monitor revenue streams, control expenses, and implement strategies to exceed profitability targets. 

· Selects vendors for spa retail operations and manages contract agreements.

· Oversees retail product research, product selection and purchasing, and product display.

· Manages supply inventories and purchasing control, including uniforms.

· Monitors the spa's actual and projected sales to ensure revenue goals are achieved or exceeded.

· Monitors and manages the payroll function.

· Manages areas of operation to budget by reviewing operating statements, COGS worksheets, budget worksheets, and payroll progress reports.

· Manages Spa controllable expenses such as client amenities, linen expenses, professional spa and salon products, plants, decorations, and paper supplies to achieve or exceed budgeted goals.

· Ensure seamless delivery of services, adherence to the health and safety standards, efficient inventory management, and the implementation of effective protocols to maintain the highest standard of hospitality quality.

· Maintains cleanliness and sanitation of the salon and spa, including related areas and equipment.

Managing Spa Sales and Marketing Strategy

· Design and execute marketing campaigns and promotional activities to attract new clients and retain existing ones. 

· Collaboration with the Holbrook Activities department for spa and salon inclusion. Ensure spa and salon services are included in all property-related marketing and advertising.

· Driving all retail, service, membership, and party sales and increasing revenue streams. 

· Conduct outside marketing initiatives outside the campus once per week. 

· Creates and coordinates special services for groups, including group gifting programs, group amenities, group turndown gifts, letters, and invitations, creating special spa services for specific groups and spa contract addendum negotiation.

· Develops and manages spa promotions, including memberships, parties, gifting programs, gift with purchase, co-op marketing efforts, and holiday events.

· Identifies and recommends new products and product enhancements to remain competitive in the market.

Ensuring and Delivering Exceptional Customer Service

· Displays leadership in client hospitality, exemplifying excellent customer service and creating a positive atmosphere for client relations.

· Develop and implement new spa treatments, packages, and membership programs. 

· Manage client feedback to increase repeat booking, satisfaction scores, and stellar public reviews via Yelp, Google, etc. 

· Empowers associates to ensure the provision of excellent hospitality service.

· Strives to improve service and hospitality performance.

Conducting Staff Management and Human Resources Activities

· Recruits, Interviews, hires, and onboards all concierge and service provider associates. 

· Provides the necessary training to foster a high-performance, client-focused team: providing them with the appropriate skills to meet the business needs of the operation, inclusive of achieving client retention, rebooking, and reaching retail targets.

· Develops, implements, and maintains a Spa onboarding program for all spa and salon associates to receive the appropriate new hire training to successfully perform their responsibilities and achieve required benchmarks.

· Administers the monthly coaching sessions for all service provider associates.

· Assesses and creates 90-day and annual performance evaluations for all direct reports.

· Establishes and maintains open, collaborative relationships with team members and ensures they do the same with their peers and all departments.

· Solicits associate feedback, utilizes an "open door" policy, and reviews satisfaction results to identify and address associate problems or concerns.

· Ensures that regular ongoing communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognizing performance, and producing desired business results.

· Assesses service reviews, comment cards, client satisfaction results, and other data to identify areas of improvement.

· Reviews findings with employees to develop appropriate corrective action, sharing plans with property leadership, and ensuring corrective action is taken to improve results continuously.

· Celebrates successes and officially recognizes the contributions of team members.