Hard Rock International

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Director of Spa Operations

Director of Spa Operations

Job ID 
2018-3492
# of Openings 
1
Job Locations 
US-NJ-ATLANTIC CITY
Posted Date 
1/3/2018
Category 
Hotel Operations

More information about this job

Overview

The Spa at Hard Rock Hotel & Casino Atlantic City is an essential amenity that establishes our property as a first-class resort.  Pre-construction plans for The Spa depict a 40,000 square foot oasis with 30 treatment rooms, a VIP celebration suite, a large salon with hair, manicure, and pedicure stations, a full fitness area with yoga room, a juice bar, retail, and stunning relaxation areas. In collaboration with our corporate team, third party consultants, and the Vice President overseeing Hotel Operations, the Director of Spa is responsible to deliver a spa product and experience that rivals the most highly regarded national spa brands. 

 

 

Responsibilities

 

Essential Duties and Responsibilities:

  • Exhibit conduct in accordance with all NJ Division of Gaming Enforcement regulations and Hard Rock Hotel & Casino Atlantic City policies and procedures.
  • Provide projection of revenue for The Spa and recommend appropriate organizational structure.
  • Establish treatment offerings, prices, and operational plan in order to minimize costs, maximize revenue and provide the best-in-market experience.
  • Establish all written policies and procedures for The Spa including but not limited to POS operation, cash handling, software systems operation, guest preference tracking, scheduling, timekeeping, ordering, cleanliness, and more.
  • Work closely with VP Hotel Operations, SVP Hospitality and SVP Marketing to integrate Spa offerings into mix of offerings for casino customers who may receive complimentary offers.
  • Maximize cash revenue on all sales by highlight retail and treatment enhancements.
  • Identify all licenses required for Spa personnel, maintain licenses/certifications and ensure all licensing/certifications remain current.
  • Create a culture of excellence among all staff pertaining to customer service and internal employee culture.
  • Measure customer feedback via designated channels and make continuous adjustments to improve product and service.
  • Represent The Spa for intradepartmental meetings including but not limited to:
    • P&L Review
    • Daily Customer Service Meeting
    • Operations
    • Casino Marketing / Events
  • Assume responsibility for Profit and Loss Statement for The Spa. Meet monthly with Vice President, Hotel Operations for detailed review.
  • Create development plans for all direct reports utilizing SMART (Specific, Measurable, Attainable, Realistic, Time-Bound) Goals.
  • Select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
  • Ensure The Spa has a written confidentiality Standard Operating Procedure to protect guest personal information.
  • Oversee daily work assignments, performance and guest interaction of Spa employees.
  • Ensure appropriate staffing to ensure guest satisfaction, Spa safety and cleanliness.
  • Investigate and resolve guest situations to best satisfy the guest and maintain good business practices.
  • Prepare and process daily reports; point out trends or other points of significance to department management.
  • Order supplies, inventory, and set up retail displays that attract guest attention and result in increased sales.
  • Work closely with other operating departments (especially hotel and casino) to ensure the guest experience is executed flawlessly.
  • Develop new ideas to promote additional revenue generation.
  • Meet with vendors in accordance with purchasing guidelines to determine products that enhance the brand and increase sales.
  • Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations.
  • Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
  • Perform general administrative duties.
  • Other duties as assigned.

 

Director of Spa Organizational Responsibilities (may include but is not limited to):

  • Spa Manager
  • Spa Supervisor
  • Spa Receptionist/Cashier
  • Licensed Massage Therapist
  • Licensed Esthetician
  • Licensed Nail Technician
  • Licensed Hair Stylist
  • Spa Front Desk Agent
  • Spa Attendant

 

Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

 

 

Qualifications

 

 

A four-year degree in Hospitality Management or related field is required along with (10) or more years of customer service/guest relations experience or an equivalent combination of education and experience.  A minimum of (5) years of prior experience as Director of Spa or Department-Head Manager of Luxury Spa is required.