Spa Guest Relations Manager (Salary/Exempt)

As a Spa Guest Relations Manager, you deliver extraordinary guest experiences every day. You provide vision and direction in planning, communication, delivering, and financially controlling the overall service operations of all Spa and Fitness reception and locker room teams. As a leader within our Spa, Fitness and Athletic team, you live and share your passion for genuine hospitality in your commitment to enriching lives.

You support the development and execution of the strategic plan and maintain a high level of service and profitability. To accomplish this, you oversee the daily operations of Spa, Fitness and Salon reservations, confirmations, arrivals, effective flow before and after treatments, point of sale, departure, guest problem resolutions and survey management and facility amenities and food and beverage. You will enthusiastically drive exceptional guest service, effective team leadership, cleanliness, safety, and fiscal responsibility. You will continuously research the latest spa support and software trends, and guest and member feedback to drive revenue and profitability.

You ensure your teams work in concert with other departments to provide the highest level of quality and satisfaction. You control and drive expenditure control and labor efficiency. You take pride in having all team members keep spaces clean, organized and well stocked. Your input and support of departmental procedures, standards and programs are key to meeting department safety, staffing and financial goals.

Your responsibilities include the thoughtful supervision of all Spa, Fitness and Salon reception and locker room teams, as you direct activities for quality and service that embrace our superior standards with warmth and sensitivity. You provide meaningful individual job performance feedback and coaching to team members. You have a key role in driving culture, staff development, including the selection and training of new team members, as well as evaluations and rewards. You continuously train and direct team members in obtaining proper spa, fitness and salon software techniques, product and service education and luxury language and standards. You train and direct team members in the proper use of all equipment and supplies, maintaining Sea Island’s standards while meeting or exceeding local, state, and federal health and safety regulations.

You set the tone with your strong ethics and by consistently upholding and ensuring compliance with departmental procedures, including standards for quality, timing, attendance, and appearance. You follow and ensure all Sea Island safety protocols are consistently met. You maintain situational awareness of your surroundings, keeping an eye on all areas for tidiness and any general maintenance issues, ensuring that all are corrected or reported immediately. You enthusiastically maintain your knowledge of Sea Island’s properties, services, and offerings, and share this information with guests and members. You are generous with your support and help resolve any service issues that arise in a timely and positive way, following up as needed. You are proactive in providing assistance when needed and are willing to help with other areas or duties as requested. This role will report to Spa Assistant Director for Spa related work and the Assistant Director of Athletics for Fitness related work.

Job Requirements:

• Five or more years of experience in spa leadership in a luxury resort environment
• Expertise in managing spa and salon programs, protocols, products, events, operations, retail, and facilities
• Proficiency in Microsoft Office software applications (Word, Excel, Outlook) and office equipment
• Physical strength and stamina to perform in a Spa supervisory role, maintain ongoing, prolonged physical activity throughout a scheduled day to include lifting 25+ pounds, working indoors and outdoors in varying weather, comfort with noise levels, electrical, chemical and fume hazards without a reasonable accommodation. Ability to
kneel, squat, climb, stand, sit, balance, reach, stretch, bend, push, pull and walk for prolonged periods.
• Timeliness and flexibility – you agree to work a flexible schedule. We work at peak business hours, which for us includes weekends, early mornings, evenings and holidays
• Excellent communication skills in English, both written and verbal