Spa Manager - Southall

POSITION: Spa Manager

Reports to: Senior Spa Manager
Job Type: Full-Time, Exempt

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.

The Spa Manager at Southall is responsible for leading the spa concierge and attendant team while partnering with the Sr. Spa Manager to oversee the spa services and activities throughout the entire spa, salon, and fitness center. The Spa Manager plays a crucial role in ensuring the spa operates efficiently, delivers exceptional guest service, and meets financial goals while maintaining high standards of luxury and relaxation. The ideal candidate will have full-service spa experience, leadership qualities, an eye for detail and a heart for hospitality.

Leadership Responsibilities:

• Participate in the development of staff including training, support and supervision

• Participate in the development of Standard Operating Procedures for the total spa and salon operation
• Maintain knowledge and understanding of current thinking in each program area property-wide, and see that spa offerings are communicated and updated accordingly
• Assist with scheduling of all spa and salon staff to maximize the availability of staff for appointment requests while mindful of budgetary staffing costs
• Coordinate with departments and contracted professionals as necessary to ensure smooth and successful functioning of the spa and salon facility, e.g., appointments, housekeeping, maintenance, accounting, personnel, purchasing, marketing, public relations, etc.
• Resolve guest complaints in a manner which promotes positive guest retention
• Maintain the confidentiality of all Southall proprietary information and ensure that the spa staff does the same
• Attend leadership meetings and ensure that spa staff are well-informed through daily communication
• Work closely with the Sr. Spa Manager and Wellness Guide for special group spa and wellness bookings
• Oversee spa retail and back bar inventory levels
• Completing payroll bi-weekly
• Ability to work flexible hours including evenings, weekends, and holidays as needed

Daily Responsibilities:

• Be on time for shifts and maintain consistent, regular attendance record
• Maintain personal appearance and grooming standards consistent with Southall standards

• Know how to properly open and close spa each day according to Standard Operating Procedures
• Maintain a clean, safe, fully stocked and well-organized work area
• Accurately book, change, and cancel spa appointments in Spa Soft
• Be knowledgeable of all the services we offer and accurately describe them to our guests
• Acknowledge and greet everyone who enters and leaves spa facilities

• Ensure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately thus protecting the company’s assets
• Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation
• Handle guests’ questions and concerns promptly, professionally and courteously
• Resolve guest complaints in a manner which promotes positive outcome

• Utilize spa computers with skill and proficiency and document guest information in electronic record as directed
• Answer the phone promptly and use the guest’s name throughout the phone conversation
• Work cooperatively and professionally with all departments
• Attend regular meetings as directed by the Sr. Spa Manager
• Perform other related duties as assigned by the Sr. Spa Manager

• Oversee and maintain the cleanliness and neatness of the front desk and spa facilities
• Conduct tours of the facility as requested
• Promote positive guest relations by providing prompt, courteous and efficient service
• Work diligently to support Southall philosophy throughout the property
• Cultivate and maintain staff morale

• Comply with all departmental and company policies
• Maintain confidentiality of all Southall proprietary information
• Maintain accurate property information through daily use of email and other forms of communication
• Monitor guest feedback and implement strategies to enhance guest satisfaction
• Provide our guests with a 5-star experience

Skills and Experience:

• Warm, enthusiastic, with excellent interpersonal, team leadership and guest relations skills
• Strong leadership, communication, and interpersonal skills
• 2-3 year experience managing in the Spa & Wellness industry required

Education:

• 4-year college degree preferred, but combination of education and relevant position training and experience will be considered.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.