Director, Wellness (11392) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion. Job Summary The Director, Wellness will drive and lead the operational and financial direction of the Spa, ensuring its complete viability, while maximizing all opportunities and resources. They must guarantee that the highest standard of treatments and services are always adhered to, delivering experiences that exceed guest expectations. They will work closely with the General Manager to establish and maintain marketing objectives, operating criteria, programming, budgeting, VIP guest visits, colleague relations, and training programs. They must promote the overall philosophy of the Spa to reinforce the reputation of the resort as providing a quality total-destination wellness experience. Key Duties & Responsibilities
- Responsible for the overall management and performance of the Spa, ensuring a high standard of professionalism and customer service, as well as optimum financial performance
- Accountable for the quality of service, as well as the maintenance of the products at the Spa in line with the resort's Operating Standards
- Meets and greets guests, whenever possible, especially if guests are listed as VIPs
- Shows initiative when dealing with guest complaints, making decisions that achieve instant satisfaction whenever possible
- Monitors standards of performance through guest satisfaction, introducing measures to improve the standard of quality and service delivered
- Conducts regular daily inspections of the Spa to monitor ambience, maintenance, cleanliness, healthy and safety, colleague performance, and security
- Oversees the monthly inventory of products, stock, and linens
- Provides leadership, direction, and support to the employees at the Spa, developing a highly motivated team, who can deliver high standards of service in all areas
- Ensures the team maintains the hygiene, cleanliness, and tidiness of all Spa areas, as per the Health, Safety, and Hygiene policies
- Develops an annual training plan for the Spa in conjunction with the Training Department, so all employees are developed to fulfill the needs of the business
- Oversees weekly colleague schedules for receptionists, therapists, and attendants, maintaining attendance records and time sheets
- Holds a daily Spa briefing and weekly Spa department meeting
- Ensures all Spa reports and correspondence are completed accurately and punctually
- Prepares monthly financial and statistical reports for the General Manager, incorporating proposals and recommendations regarding the operation and policies of the Spa, occupancy and usage, market share, competition, and achievement of targets
- Liaises with the Director, Sales & Marketing in the preparation and development of marketing plans for the year, and coordinates all promotional plans and projects for the facility
- Integrates the Spa within the resort's marketing strategy effectively, ensuring ongoing representation of the Spa internally and externally
- Stays updated with developments in the Spa industry
- Knowledgeable of the contraindications of services and products, acting accordingly
- Complies with all requests of the General Manager and Resort Manager
- Completes all other duties and responsibilities as assigned by the General Manager or Resort Manager
Skills, Experience, & Educational Requirements - A minimum of 3 years' experience in a 5-star resort/hospitality environment is required
- A minimum of 2 years' experience as Spa Manager or Spa Director at a 5-star resort is essential
- A proven ability to deliver a high standard of customer service at a luxury spa
- Previous education in Spa Management or training through an Esthetician Program is strongly preferred
- Skills in sales, marketing, and guest relations are required
- Must have the skills to manage according to standard operating procedures related to training, service, inventory, and payroll
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.