Spa Assistant Director

JOB SUMMARY 

This position is responsible for overall day-to-day operations of Trellis, the Spa at Houstonian. Responsible for managing the Guest Services, Food & Beverage, Massage, Facial, Hair, Nails & Make-Up departments of the Spa while ensuring quality instruction, staff, equipment and service.  Will also be responsible for overseeing the Group Sales Department and Spa Facilities. Act as a Manager on Duty as needed. The Assistant Spa Director must be knowledgeable of all aspects of the facility and directs all efforts toward guest satisfaction, the achievement and maintenance of Trellis standards and profit maximization. This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

ESSENTIAL JOB FUNCTIONS

• Oversee the daily operations of the spa and salon to ensure optimal performance in all areas.
• Assist the management team by providing them with the leadership necessary to attain their business goals and objectives.
• Assists in developing and maintaining a clear organizational plan of growth including goals and creative strategies.
• Contributes to the review of all team members through performance evaluations: setting strategies for productivity and incentive programs to include support staff and service providers.
• Assist with daily and hourly adjustments of provider schedules such as: adding or moving lunches and appointments, upgrading or changing appointments, adding or releasing providers and rectifying general spa soft issues.
• Assist with the development of business strategies and project plans to ensure that the design and implementation of new concepts, methods, policies and procedures relating to the Spa and Salon are aligned with company and department goals.
• Adhere to all standard policies and procedures.
• Proficient in collection of all reports, ability to compile spa and therapists performance ratios.
• Perform all employee and guest activities in a cordial, efficient and professional manner, at all times maintaining a commitment to employee and guest satisfaction.
• Develop a professional and on-going relationship with employees and guests. Discussion of internal matters of any sort with guests is not permitted.
• Communicates thoroughly, clearly and concisely across departments and through levels within the company.
• Maintain a cooperative, team-like attitude in working with management and employees in all Houstonian departments.  Help achieve our common goals of maximizing guest satisfaction and profit margins.
• Keep work area neat, clean and organized at all times.
• Utilize excellent time management and organizational skills while balancing multiple priorities and projects.
• Attends meetings as required.
• Instrumental in launching new products and services and leads the initiative in training appropriate staff.
• Adheres to monthly purchasing budgets and implements systems for budgetary control.
• Performs other job-related duties as directed by General Manager. 
• Maintain product supply and equipment at the highest possible level.
• Assist Spa Managers with staff performance issues and discipline.
• Oversee the preparation, training and maintain operations manuals for all areas.
• Inspection of employee assigned areas and duties performed to maintain consistency.
• Assist with Spa Director with special projects, annual budgeting and spa events.
• Oversees content for social media, spa website, campus advertisements and e-newsletter.
• Oversees the development of service descriptions for spa, salon and food and beverage.
• Oversees a clear training plan including goals, creative strategies and tracking results.
• General Knowledge of Forbes Standards and practices.
• Be visible and active in guest facing areas.
• Responsible for the daily operations of the Guest Services, Food & Beverage, Massage, Facial, Nails & Make-Up and the Spa Facilities and acts as a liaison between the General Manager and spa departments. 
• Maintains a continuous presence with guests and employees in all areas of spa departments to ensure guest/employee satisfaction. 
• Ensures adherence to policies, procedures and assignments to ensure operational efficiency. 
• Create and monitor systems and protocols with the Guest Services, Food & Beverage, Massage, Face, Hair, Nail and Make Up departments to ensure staff is working efficiently and effectively. 
• Monitor spa and salon using a critical eye and ear to assure standards are met and follows through to ensure problems are resolved. 
• Coordinate and ensure proper supervision of Guest Services, Food & Beverage, Massage, Face, Hair, Nail and Make Up and the Spa and Salon Facilities. 
• Coordinate and monitor overall departmental planning and action plans, ensuring consistency. 
• Oversee all Guest Service, Food & Beverage, Massage, Face, Hair, Nail and Make Up department schedules, programming and implementation of new services, trends, and ideas. 
• Oversee the design and development of activities to create a balanced program of services to meet the diverse needs of Trellis guests. 
• Interact with other departments to ensure consistency and high standards within all Guest Services, Food & Beverage, Massage, Face, Hair, Nail and Make Up and the Spa and Salon Facilities. 
• Review and oversee coordination of employee development plans for Trellis. 
• Stay abreast on current trends and keep staff current and informed on industry news and events. 
• Create and manage training and development calendars for Trellis. 
• Troubleshoot potential problems with guests, staff and the overall spa and salon operation. 
• Perform any other reasonably related duties to ensure guest and/or staff satisfaction. 
• Assist with oversight of the Spa booking system to ensure maximum utilization.
• Participate in the hiring process.
• Participate in performing performance reviews.
• Participate in the termination process.
• Oversee and participate in the scheduling process for your specific areas or responsibility.
• Participate and contribute with developing and implementing team building programs.
• Manage conflict resolution between employees and/or guests.
• Assist with the payroll process as needed.
• Assist with the development of spa and salon policies and procedures.
• Assist with the preparation and adherence of the Trellis budget.
• Ensure that consistently the daily performance in all areas of responsibility are being met at the most efficient and effective levels.
• Enforce the Trellis standards of appearance, cleanliness, graciousness and service among staff and facilities.
• Attend annual trade shows related to spa and salon activities, staying abreast with current trends in the industry.
• Inform your manager of ways to improve overall operation of the spa, your working experience and the comfort of our guests.
• Perform any reasonable tasks assigned by your manager.
• Attend all staff meetings.
• Promote self as well as other Spa, Hotel and Club affiliates and services.
• Support fellow staff members by noticing how they are feeling and providing compassion. 
• Must maintain client and spa business confidentiality/privacy at all times.

KNOWLEDGE AND SKILLS

• Bachelor’s degree in Hospitality Management, Business, or a related field preferred; Spa certifications a plus
• Report to work on time for your scheduled shifts.
• Weekend work schedules are a part of this position.
• Must speak fluent English.
• Must be able to deal with people in a professional manner under pressure.
• Team player and strategic thinker with the ability to contribute to the management of the department and a proven capacity to develop individuals. 
• Must be flexible in work scheduling.
• Must have a minimum of 5 years of previous management experience, preferably in a luxury Spa setting. 
• Must be able to perform some strenuous physical labor (lifting boxes).
• Must be dignified: treat people at all times with courtesy and respect. Trustworthy: be completely honest in all interactions with other. Accountable: stand behind the work you do. Friendly: show compassion and respect 
• Strong interpersonal skills, ability to prioritize work, excellent organizational skills and initiative to improve Trellis operations and processes.  
• Excellent presentation, verbal and written communication skills are essential.  
• Must be able to handle multi-task, with strong attention to detail.  
• Must have ability to handle sensitive and confidential information appropriately.  
• Solid judgment skills and abilities.

PHYSICAL JOB REQUIREMENTS

Must be able to meet the following minimum physical requirements for at least an eight-hour shift:

• Physical Stamina: Physical requirements of this position include having the ability to: sit for extended periods of time, stand and walk for extended periods of time, see and read a computer screen and printed matter with or without vision aids, enter data into a computer, operate standard office equipment, use a telephone, hear and understand at normal levels and on the telephone, speak so that others may understand at normal levels and on the telephone. 
• Hearing / Speech: Must be able to effectively engage in one-on-one communication with guests, members, and customers and use a 2-way radio to communicate clearly and accurately with co-workers.
• Vision: Must be able to accurately read instructions, reports, and log sheets. Must be able to work with computers and PDAs in varying light conditions.
• Literacy: Must be able to produce, read and understand reports, including security, incident and police reports. Must be able to analyze and process written information from a variety of sources and effectively communicate content of reports.
• Chemicals/Agents: Must be able to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.
   

The Houstonian Hotel, Club & Spa is an Equal Opportunity Employer. We are committed to creating an inclusive and diverse workplace where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.

To access the ‘EEO is The Law’ information poster please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf