Spa Director job with Ocean House in Westerly, RI, USA | Leisure Opportunities
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Spa Director
Westerly, RI, USA
Westerly, RI, USA
Washington County
United States
Full time
10 Feb 2020
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Since the redevelopment of Ocean House in 2010, new hotels and restaurants have slowly begun to join our collection. Each of these a destination in its own right, all have their own names and personalities, and are managed by teams who regard their properties as "their" properties and are engaged and encouraged to contribute new ideas. Although unique in character, each property shares a passion for the values that define our collection and its special promise to our guests.

Each hotel and restaurant shares this philosophy: Exceptional, discreet and professional service is an essential part of the experience, ensuring that all customers feel like honored guests rather than paying visitors.

Our brand character is our unique style, and it relates to every aspect of the guest experience: our product, our processes, our architectural and interior design, our identity, our marketing, and, most importantly, our people. They shape the way we do things, and they are at the center of what differentiates us from our competitors. Whether in the kitchen, dining room or administration, our motivation is creating memorable experiences for one another and for our guests. We ask that our associates take initiative, act with integrity and humility and work together to uphold and build upon our standards.

Ocean House Management is always seeking individuals who possess a true passion for customer service and the wellness of our clients. We now search for a Spa Director. This position is located at Ocean House in Watch, Hill RI.

Perched high on the bluffs of Watch Hill, Rhode Island, with sweeping views of the Atlantic Ocean, the OH! Spa is the only Forbes Five-Star spa in Rhode Island, and among only 56 destination spas in the world to achieve the Five-Star rating. Our 12,000-square-foot luxury hotel spa offers the best of the Ocean and the Harvest in a collection of seasonal treatments and products. Rejuvenate where the rolling hills of beach side roses and lavender fields meet the New England coastline. Immerse yourself in a personalized spa experience that reflects nature’s true elegance.

Basic Function:

The Spa Director develops, monitors, and reviews all staffing, scheduling, facility operations, supply procurement, revenue management, safety training, standard operating procedures, payroll management and guest service satisfaction. Spa Director oversees the management direction and development of the retail, massage, esthetics, nail services and reception staff.

The ideal candidate will be experienced in handling a wide range of administrative and hospitality related tasks and will be able to work independently with little or no supervision. This person must be exceedingly well organized, flexible and enjoy the challenges of supporting a small resort delivering the highest caliber of service to its guests.

The ability to interact with management and staff (at all levels) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role. Expert level written and verbal communication skills, strong decision making ability and attention to detail are equally important.

Leadership Responsibilities:
  • Oversees the management and administration of all spa staff and contractors.
  • Responsible for budgetary and expenses of the spa department, including labor, cost of goods, and net profit.
Administrative Responsibilities:
  • Interpret Financial Reports and provide expertise on (projected) Revenue vs. Expenses.
  • Project and maintain acceptable payroll commitments.
  • Use financial plans for spotting trends, measuring productivity and monitoring progress.
  • Control ongoing service and product margin analysis to ensure profitability.
  • Implement opportunities for managing operational costs and boosting the bottom line.
  • Develop procedures for accurate inventory control and monitoring.
  • Implement full Spa product and service purchasing standards and ensure compliance.
  • Administer staff and client scheduling for maximum revenue generation and profitability.
  • Develop Spa's Marketing Strategy and ensure a consistent image is being portrayed.
  • Develop and maintain gracious and efficient front desk procedures.
  • Maintain and update all necessary internal and external signage.
  • Create ongoing in-house promotions and activities to stimulate sales, staff and customers.
  • Guide business decisions by staying on top of Spa industry trends.
  • Maintain a strong menu of services with both exceptional artistic and aesthetic value.
  • Consistently develop and grow retail sales through training, tools and monitoring.
  • Ensure the Spa is always staged for maximum buyer impact.
Customer Service
  • Anticipate, identify and ensure customer needs are being met in the best possible way.
  • Monitor customer satisfaction with surveys, focus groups and comment cards.
  • Develop and deliver credible, competitive, value-plus service to the customer.
  • Guide staff to become caring problem solvers, cooperative, accommodating and fair.
  • Exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
  • Uphold gracious front desk procedures in the booking and handling of customers.
  • Maintain fresh, effective programs to consistently retain and grow customer base.
  • Develop and maintain compensation guidelines for customer complaint handling.
Staffing & Human Resources
  • Implement ongoing skills training to ensure service standards are being upheld.
  • Develop and monitor Job Descriptions and Staff Goals Planning.
  • Create and maintain Staff Contracts, ensuring accuracy and compliance.
  • Perform Staff Evaluation Reports with proposed action plans.
  • Effectively administer and monitor Staff Scheduling procedures.
  • Demonstrate an exceptional level of professionalism for the staff to emulate.
  • Create a motivating environment of sincerity, warmth and fun for staff and guests.
  • Maintain an up to date version of the Spa Procedure Manual and ensure compliance.
  • Develop and maintain Spa literature, documentation and process handling requirements.
  • Attend Management meetings and convey all relevant information throughout the Spa.
  • Hold regular staff meetings to keep staff up to date on all aspects of the Spa’s operation.
  • Ensure equipment is maintained in good working order.
  • Maintain professional relationships with suppliers and providers.
  • Ensure stock and cash items are kept safely under lock and key.
  • Minimize or eliminate losses through negligence with monitoring programs.
  • Implement a clearly established opening and closing procedure.
  • Manage inventory effectively; follow purchasing standards; ensure compliance.
Bachelor's degree; at least 2 to 5 years of work experience that can be demonstrated to be applicable to the duties listed in the job description. Experience in the luxury hospitality industry is preferred.
  • Minimum of 3 years of Spa management experience.
  • Proven exceptional customer service skills.
  • Customer focused, team oriented and strong people skills.
  • Merchandising/visual skills; experience with product retail and apparel goods.
  • Consistently exhibits high energy level; ability to balance multiple tasks.
  • Proactive and creative problem solving ability.
  • Ability to work on their feet in a fast paced environment for extended periods of time.
  • Demonstrated leadership, integrity and positive work ethic.
  • Extreme flexibility and adaptability to work weekends and overtime.
  • Passion and desire for excellence; motivated, results driven and caring.
  • Detail oriented, conscientious, thorough and reliable.
  • Excellent written and verbal communication skills.
  • Strong working knowledge of scheduling systems, Word and Excel preferred.
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