Job Description

JOB SUMMARY

Responsible for supervising and coordinating the daily activities of Ladies & Gentlemen delivering spa and wellness services across all treatment rooms, consultation spaces, reception, hydrotherapy, guest relaxation lounges, and locker room areas. Reporting directly to the Hotel Manager, the position focuses on ensuring guest and associate satisfaction, enforcing Gold Standards of ultra-luxury wellness, and achieving or exceeding operational and budgetary goals across the spa facility at Emirates Wolgan Valley, A Ritz-Carlton Lodge.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years of experience in spa operations, guest services, wellness, or a related professional area within a luxury resort environment.

CORE WORK ACTIVITIES

Supporting Management of Spa Operations and Budgets

• Reports directly to the Hotel Manager and assumes operational leadership of the spa facility in their absence or as required.
• Ensures all Ladies & Gentlemen have appropriate luxury supplies, treatment products, linen, equipment, and uniforms to execute immaculate service.
• Comprehends budgets, operating statements, therapist utilization reports, and payroll progress to assist in the daily financial management of the spa department.
• Manages spa inventory, retail stock, and operational equipment efficiently within defined budget parameters.
• Maintains impeccably clean, serene, and safe spa facilities, treatment rooms, and hydrotherapy areas in compliance with health standards.
• Understands the impact of spa operations on overall resort profitability, driving revenue and controlling costs to achieve or exceed targets.

Ensuring and Delivering Exceptional Customer Service

• Serves as a role model for The Ritz-Carlton Gold Standards, Credo, and warm hospitality.
• Interacts directly with guests to obtain feedback on treatment quality, product efficacy, and overall wellness experiences.
• Handles guest feedback and complaints proactively, taking immediate ownership to ensure total recovery and satisfaction.
• Empowers team members to deliver personalized, unexpressed guest care and bespoke wellness journeys.
• Emphasizes guest satisfaction during daily briefings and line-ups, driving continuous service enhancement.

Conducting Human Resources Activities & Talent Support

• Fosters open, collaborative communication using an "open door" policy and reviews associate engagement results to address team priorities.
• Sets clear expectations and operational standards for therapists, receptionists, and spa attendants.
• Coordinates with the Hotel Manager and Human Resources on performance management, associate relations, or staffing priorities.
• Observes service delivery and treatment techniques, providing constructive feedback and individualized coaching.
• Participates in progressive coaching and discipline procedures in accordance with Standard and Local Operating Procedures (SOPs and LSOPs) and Fair Treatment policies.
• Drives associate recognition programs, celebrating successes and highlighting outstanding contributions during team line-ups.
• Facilitates comprehensive luxury spa orientation and onboarding programs for new hires.
• Conducts ongoing skills development, product knowledge modules, and wellness protocol training.
• Ensures resort policies are applied fairly, consistently, and with complete respect for team members.

At Marriott International and The Ritz-Carlton, 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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.