Spa Manager (Shipboard)

Department: Spa & Wellness

Employment Type: Fixed Term Contract

Reporting To: Hotel Manager

Description

Managing the day to day operations of the Spa and Wellness facilities, the Spa Manager ensures the successful service delivery of the Gold Standards, upholding its world-renowned brand reputation whilst creating a positive and memorable guest experience. This role is dedicated to meeting the expectations and requirements of the guests, brand partners and Ladies and Gentlemen, including outstanding guest satisfaction and service standards. The Spa Manager is required to achieve annual revenue targets while ensuring that all operating costs are in line with the forecasted budgets. This leader will ensure a balance of leading, mentoring and coaching the Spa Ladies and Gentlemen to meet and exceed revenue targets including retail, while always prioritizing the guest experience in line with company standards, vision and procedures.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards

Essential Duties

1. Oversees the daily operations of all Spa and Wellness facilities, including the handling of Guest Services and complaints
2. Leads and motivates the Ladies and Gentlemen of the Spa and Wellness team
3. Visible and available for the Spa team, assisting where needed and participating in general tasks, all while leading by example
4. Coordinates and actively handles Spa reception duties, which include check-in / check-out, reservations, inventory, cleanliness, retail, embarkation / disembarkation, etc.
5. Closely monitors the financial performance of the Spa and Wellness operations, providing solutions to improve problem areas and assisting in implementing corrective measures
6. Develops and implements Spa promotions and strategies to achieve performance targets, with prior approval from the Hotel Manager and Corporate Onboard Revenue Manager. Works with Spa partners to identify opportunities for increased training for both service and revenue streams
7. Responsible for being the first point of contact between Guests and the Spa by welcoming each guest, meeting guests after their Spa experience and assisting guests throughout their Spa journey or with any inquiries
8. Regularly audits the Spa team through mystery calls for example, and checks their knowledge on company standards, products and services
9. Holds full knowledge of all Spa menu and retail products, and ensures the Ladies and Gentlemen are fully knowledgeable on the use and benefits of the Spa services, products, programs, and activities
10. Responds to issues or problems immediately and efficiently involving relevant Ladies and Gentlemen as required, as well as reports any challenges, complaints or service difficulties to the Hotel Manager
11. Maintains a positive and inspiring work environment
12. Shows pro-activity in finding solutions for opportunities to improve
13. Ensures confidentiality and discretion are maintained regarding guest information and activities
14. Ensures all risks and hazards or incidents are immediately addressed, reported, investigated and agreed corrective actions implemented and reviewed for their effectiveness in accordance with the Shipboard Guidance Team
15. Stays informed of the latest Spa and Wellness trends
16. Ensures adherence and compliance with all Public Health, Safety and Environmental regulations and all guidelines established by The Ritz-Carlton Yacht Collection and public health standards
17. Meets deadlines to submit reports, time and attendance or any other required documents necessary / requested for end of day, end of month, payroll, revenue or other
18. Ensures that orders are placed on a timely manner and that the team and department are provided with all necessary resources, products, tools, equipment, for a smooth operation and excellent guest experience in line with company standards and guidelines
19. Acts as an Ambassador of the brand, conducts daily line-up (CTQ), enlivens the Gold Standards and focuses on recognition with the team daily
20. Follows brand voice and onboard communication guidelines
21. Actively suggests improvements for the department, operation and guest experience to higher management including daily highlights to be communicated in the onboard channels
22. Ensures that all Spa systems are reviewed, balanced and resolves any issues or discrepancies ahead of each voyage
23. Regularly organizes team building activities for the Spa Ladies and Gentlemen and actively listens to their feedback, wishes, needs and concerns
24. Ensures that time-off for the team is well-balanced and in compliance with MLC regulations, and plans time-off based on guest demand and spa occupancy

People Management 

1. Models and holds others accountable for promoting the Gold Standards, respect and fair treatment
2. Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines
3. Sets the department’s expectations for desired behavior, knowledge and skill levels
4. Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included
5. Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization

Qualifications

1. Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position
2. Post-Secondary education in a relevant field
3. Minimum of five (5) years Luxury Spa Management Experience
4. Superior knowledge and experience in Spa & Wellness luxury property
5. Experience in business planning and sales

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
• All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.