Spa & Recreation Manager Job at Marriott Bonvoy (Mumbai)

Job Description

Position has responsibility for supervising and coordinating activities of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage and locker room areas. Position focuses on ensuring guest and employee satisfaction and achieving the operating budget.

Job Responsibility

Supervising and coordinating activities of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage and locker room areas
Ensuring guest and employee satisfaction and achieving the operating budget
Assuming the responsibilities of the Spa Director in his/her absence
Ensuring all employees have the proper supplies, equipment and uniforms
Comprehending budgets, operating statements and payroll progress reports as needed to assist in the financial management of department
Managing supplies and equipment inventories within budget
Maintaining cleanliness of spa and related areas and equipment
Understanding the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals
Setting a positive example for guest relations
Interacting with guests to obtain feedback on product quality and service levels
Handling guest problems and complaints
Empowering employees to provide excellent customer service
Emphasizing guest satisfaction during all departmental meetings and focusing on continuous improvement
Striving to improve service performance
Soliciting employee feedback
Utilizing an 'open door' policy and reviewing employee satisfaction results to identify and address employee problems or concerns
Ensuring employees understand expectations and parameters
Bringing issues to the attention of the department manager and Human Resources as necessary
Observing service behaviors of employees and providing feedback to individuals
Participating in employee progressive discipline procedures
Participating in an on-going employee recognition program
Reviewing comment cards and guest satisfaction results with employees
Supporting a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job
Supervising on-going training initiatives and conducting training when appropriate
Establishing and maintaining open, collaborative relationships with employees and ensuring employees do the same within the team
Celebrating successes and publicly recognizing the contributions of team members
Ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
Assisting the Spa Director in managing the day-to-day operations of the spa as necessary.

Requirements

High school diploma or GED
2 years experience in the spa, guest services, or related professional area.

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