Job Description

SUMMARY
To assist in the day-to-day operation of Spa Grand Traverse. Ensure that all Spa employees are thoroughly trained and have a thorough understanding that translates into action the Grand Traverse Resort and Spa Philosophy and that all resort guests, locals and club members have exceptional service and experiences. This position will ensure that all GTRS policies and procedures are followed and provide our guests with memorable and exceptional spa experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Manage the day-to-day operation of Spa Grand Traverse
• Ensure 100% customer service by managing and creating customer appreciation and follow-up programs
• Responsible for sourcing, recruiting, hiring, and retention of top talent.
• Oversee all aspects of Spa retail and create programs to increase sales
• Provide a physical presence on Spa floor during peak times
• Assist in forecasting and developing strategies for increasing low volume business
• Monitors performance and provides feedback to Spa Leads and Spa Employees, though ongoing verbal communication, coaching, development, and written evaluations while providing motivational and progressive leadership
• File all necessary incident reports, personal action forms, and disciplinary actions.
• Serve as a liaison between the Spa staff and guests
• Maintain top level physical environment of the spa facility in cooperation with the engineering department
• Manage monthly professional inventory and delegating tasks relative to inventory needs
• Work with Division Director with the preparation of yearly budgets
• Review daily and monthly variance reports and take corrective action when warranted.
• Manage monthly expense budget
• Keep all professional licenses current providers
• Process bi-weekly payroll for all Spa associates
• Recommend appropriate products or services according to guests’ needs.
• Be knowledgeable and up to date on current service offerings, promotions, and/or policies.
• Cover all hours determined by schedule.
• Maintain cleanliness of the Spa and stocking as needed or directed including any occupied workspace.
• Relay guest concerns to management or appropriate administrator
• Maintain a thorough knowledge of all applicable job practices.
• Keep up to date on department correspondence which includes newsletters, emails, memos and/or texts.
• Attend mandatory meetings and/or training courses determined by management.
• Always display confidence and professionalism.
• Good rapport with fellow employees and reflect positive attitude.
• Maintain open line of communication with supervisor.
• Maintain superior working relations with internal and external customers while providing a memorable experience
• Ensure personal accountability for all work duties, assignments, and performance expectations
• Lead by example by displaying a readiness to respond positively to instruction and procedures
• Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors
• Ensure work is completed in a safe manner, conscious of standard operating procedures, and use of personal protective equipment
• Adhere to uniform and personal appearance standards set forth by the Employee Handbook
• Exemplify and model GTRS Core Values
• Adhere to and ensure employee accountability for GTRS policies, procedures, and standards
• Comply with all workplace health and safety operating and reporting procedures including OSHA and MIOSHA
• All other duties as assigned

EDUCATION/EXPERIENCE/REQUIREMENTS
• Bachelor’s degree in hospitality management, Business Administration, or related field (preferred)
• Experience working with service booking software and Microsoft operating systems
• 5 years of previous experience withing the spa industry
• 2 years of previous management experience including budgeting, scheduling, and sales

OTHER SKILLS AND ABILITIES
• High energy individual, demonstrated leadership, integrity and positive work ethic
• Must be detail oriented and have excellent organizational skills
• Proven exceptional customer service skills
• Extreme flexibility and adaptability to work weekends and overtime
• Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors
• Team oriented with strong interpersonal skills, able to motivate others through work habits and set a good example
• Possess effective time management skills when completing assigned tasks
• Ability to identify complex problems, evaluate options, and implement solutions
• Possess excellent customer service and communication skills, both written and verbal; communicating information and ideas in speaking so that others will understand
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Motivated with a positive attitude and perform effectively under high pressure/volume

SUPERVISORY RESPONSIBILITIES
• Must be able to coach and mentor as needed with regards to employee discipline and growth.
• Lead meetings as dictated by the Spa Director
• Administer policies and procedures fairly and consistently amongst all employees
• Ability to create a motivating climate, set and communicate job expectations, achieve teamwork, train and develop others, and measure work in progress
• Utilize appropriate coaching, counseling, and disciplinary methods
• Lead by example by displaying a readiness to respond positively to instruction and procedures
• Listen to and solve employee problems effectively, timely, and efficiently
• Paperwork (evaluations, schedules, purchase orders, timesheets, employee documentation, etc.) is handled in a timely and efficient manner
• Ensure work is completed safely, according to standard operating procedures, and use of personal protective equipment, if required
• Ability to understand and adhere to budgetary adjustments, constraints, or limitations through responsible and timely decision-making

TYPICAL PHYSICAL & MENTAL DEMANDS
• Ability to comprehend and follow directions
• Effectively handle stressful and difficult situations/interactions while remaining focused and professional
• Perform complex or varied tasks under deadlines and tight schedules
• Ability to work productively under strict time restraints with variable deadlines; last-minute requests and changes will occur at any time
• Ability to maintain eye contact and engage with internal and external guests in a courteous and professional manner

WORKING CONDITIONS
• Low to moderate noise level
• Ability to work in a fast-paced environment in a safe and productive manner
• Practice safety policies, procedures, and standards set by OSHA and/or MIOSHA
• Flexible schedule, at times may need to be willing to adjust and work evenings, weekends, and an occasional holiday

Native American Preference will apply. Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.