Acqualina Management, LLC

WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©

“We look for people with great hearts who care and are passionate and want to be part of the Acqualina Difference.”

 Deborah Yager Fleming, CEO and Partner

We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fair

JOB OVERVIEW:

This position oversees the daily operations and marketing of Spa management.  The main focus is guest relations and driving revenue.

REPORTS TO:   CEO and Partner and General Manager

SUPERVISES: All Spa Team Member

ESSENTIAL DUTIES AND RESPONSIBILITIES

Core duties and responsibilities include facilities and service levels are at 5 stars; to include rain day plan; spa operations are run efficiently and guests experience a consistent customer journey resulting in repeat bookings. Other duties in additional to the following may be assigned.

• Guest Relations/Complaints
  • Greet guests coming to spa to include residents, hotel guests, outside patrons, media and site inspection visits.
  • Ensure that receptionists reach out to all hotel guests that do not have a prearranged reservation.
  • Establish a relationship with top producing spa patrons as well as external guests and hotel guests.
  • Oversee hotel reservations agent communications plan – to include spa representative attending Huddles
  • Spas walk through to ensure all guests are satisfied and facilities are up to par.
  • Ensure all hotel departments are indoctrinated into the spa experience to optimize guest referrals.
  • Establish a spa loyalty program, outline specific objectives based on frequency and spend volume.
  • Establish and nurture relationships with current and new residents.

• Driving Revenues
  • Yield Management
  • Create packages and other product sources that generate revenue. Analysis ROI.
  • Assist in Monitoring and maximizing Therapists Utilization
  • Hotel capture rate
  • Group Event Room
  • Digital Alchemy /CRM
  • On line spa treatment booking engine

• Marketing

 Attend networking events that will drive new revenue streams.

Oversee retail area and merchandising; implement new displays, seasonal and holiday themes. Ensure items available to sell match guests demographics.

• Conduct comp set analysis of product and services in the market.
• Develop Internal and Internet programs that will increase spa visibility and positioning ultimately driving more business. 
• Manage spa blogs and develop ideas to improve web site content. 
• Organize and host spa related events.
• Prepare and execute annual spa marketing plan - identify internal marketing as well as external marketing initiatives.
• Introduce new spa (food) menus
• Weekly meetings with Vice Chairman
• Monthly:
  • Meet with Marketing Manager and/or PR Rep
  • Assist in execution of Marketing initiatives within hotel
  • Assist in execution of Marketing initiatives externally
  • Create seasonal Promotions

• Training
  • Oversee training programs for reception desk staff/therapist
• Attend depart head meetings weekly
• Implement cross training programs
• Ensure spa patrons at ask for future booking at check out
• Recruitment – Work with HR on Interviews and hire for open positions.
• Finance
  • Monthly:
    • P&L review and management comment (compare with final T&B)
    • Statistics (KPI’s) with comments (show key revenue drivers)
    • Marketing Updates
  • Weekly :
    • Weekly Top line figures to be reviewed with Vice Chairman/GM
    • Trial and Balance review
  • Daily:
    • Prepare brief daily flash report
    • Review Invoice register to ensure all charges are processed
    • Review Unprocessed Detail Register
    • Review Discount Detail Register
    • Review handover reports – ensure accuracy

Misc/HR

• Manage Assist Spa Director and provide direction to Reception Supervisor and Lead Therapist
• Review  Reception, Attendant and Therapist Schedules – ensure proper coverage
• Annual Performance Reviews
• Ensure grooming standard  are adhere to
• Ensure SpaSoft system is functioning properly
• Payroll edits

• Ensure Incentive Program to promote up selling & retail sales are communicated timely
• Review Turn Away Log

COMPETENCIES:                                                   

To perform the job successfully, an individual should demonstrate the following competencies:

• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to guests and residents needs; Solicits their feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:                                                   

Bachelor's degree (B. A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:                                              

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:                                                 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

 REASONING ABILITY:                                                     

Ability to define problems, collect data, establish facts, and draw valid conclusions.

COMPUTER SKILLS:                                               

To perform this job successfully, an individual should have knowledge of Accounting software; Spa Software; Contact Management systems; Database software; Design software; Development software; Human Resource systems (Sonic Recruit); Internet software; Inventory software; Order Processing systems; Payroll systems; Spreadsheet software and Word Processing software.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.

The employee must frequently lift and/or move up to 10 pounds.

 Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to Spa treatment chemicals.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.