The Spa Operations Manager oversees and facilitates all aspects of the day to day operation of the entire spa, ensuring that our guest’s experiences as well as the experience of our employee’s are our number one priority, receiving exceptional and personal service at all times. He/she will maintain a vast knowledge of all Spa operations and possess the ability to make decisions in any area of the Spa.  The Operations Manager must be able to take appropriate charge of a situation, delegate appropriately and follow through with resolutions. They should display a positive attitude, high customer service skills, and be able to work under pressure.  They must embody good work habits and uphold the standards, expectations and values of the company at all times.  The Operations Manager will work collaboratively and expediently with all departments and managers across property and will respond and communicate issues, challenges and opportunities. The Operations Manager will hold all employees accountable and will communicate clearly and frequently with all Leaders.  The Operations Manager will supervise the Guest Experience Manager and assure that the Guest Experience Manager duties are carried out thoroughly on a daily basis.  The Operations Manager will be a role model of Glen Ivy’s vision, mission and values and will strive to inject the Mission Statement of Glen Ivy in to the operations of the Spa each day.  Must be able to work weekends, evenings, and some holidays.

License(s):    First Aid and CPR certification, Certified Spa Supervisor

Education/Training:  High School Diploma Required, BA or BBA in Management or Hospitality & Tourism Management preferred, Certified Spa Supervisor Certification preferred and mandatory within one year of employment.

Experience:   3+ years hospitality supervisor/management experience preferred         

Job-Related Skills:       

• Self Motivated
• High Energy
• Ability to make logical and effective decisions
• Exceptional Guest Service Skills
• Strong attention to detail
• Organized and efficient
• Confident in dealing with staff and guest issues
• Effective team leader
• Ability to motivate and direct staff
• Ability to multi-task
• Ability to hold staff accountable

Essential Duties & Responsibilities:

• Maintain a high level of personal integrity and standards.
• Must follow and enforce all company policies at all times.
• Uphold company service standards at all times.
• Commitment to holding all employees accountable for the Mission, Values and Standards of Glen Ivy. 
• Assist and serve guests and team members in a sincere and courteous manner.
• Act as interdepartmental liaison, coordinating operations between departments.
• Work closely with all departments to ensure that daily operations are being carried out in a smooth and thorough manner.
• Interact and work closely with all departments in a professional manner to ensure guest satisfaction.
• Oversee and coordinate Guest Experience Manager’s, Spa Host, Bath House Supervisor, Bath House Hosts, Grotto/Club Mud Supervisor, Club Mud Lead, Grotto/Club Mud Hosts, Retail Supervisor, Retail Associates, Spa Coordinators and Security.
• Oversee and coordinate Security Department.
• Ensure that shift duties are being followed and completed in a daily basis in all areas. Report any issues to the department manager.
• Ensure that all departments are operating safely and that grounds are set up safely.  Operations Manager is responsible for the safe execution of daily operations for both guests and employees. 
• Oversee accuracy and compliance of the MSDS folder.
• Constantly work to maximize revenues by initiating strategies that encourage the up selling of services and amenities.
• Responsible for ensuring staff is able to take proper lunch breaks and provide coverage as needed for breaks
• Monitor and report guest count throughout the day and recommend/make adjustments to staffing levels as needed.
• Be present and available to assist guests promptly and efficiently. Maintain a professional posture at all times and always be overly attentive to guest satisfaction.
• Demonstrate an accurate knowledge of all services offered and a vast knowledge of the operations of the spa in order to effectively assist guests.
• Report any violations of spa policies, procedures, and illegal or elicit behavior to the Director of Operations.
• Work closely with security to ensure that all guests are acting in a manner that is conducive to a spa atmosphere. Immediately address guests that are disruptive and unruly and take necessary steps to ensure their safety and the safety of others.
• Enforce all alcoholic beverage policies and be proactive in preventing guests from becoming overly intoxicated. In the event that a guest does become overly intoxicated, handle the situation in a manner that upholds the company’s policies and standards.
• Conduct daily safety checks of the property and report safety issues promptly and follow up to ensure resolution.
• Be prepared deal with emergency guest first aid incidents in a manner that protects our staff, guests and the company.
• Perform hourly operation checks and perform any and all functions of departments as needed to ensure smooth operation of department and the deliverance of excellent guest service.
• Report operational problems/concerns to the Director of Operations and the manager of the department involved.
• Constantly rotate throughout the property to ensure all housekeeping, cleanliness, sanitation standards are being met at all times and are in compliance with Health Codes.
• Work with managers and supervisors on a daily basis to meet all established organizational departments
  goals and objectives.
• Complete and distribute all necessary reporting as needed. 
• Act as the Company liaison/contact for contracted linen services.
• Assist in creating budget forecasts and communicating budget needs of each department. 
• Work closely with Human Resources to assure compliance with labor laws.
• Ensure the proper functioning and availability of equipment necessary for operation.
• Ensure that contracted housekeeping services are complying with agreed upon terms. 
• Create and oversee coaching and corrective actions.
• Complete performance reviews as needed for 90 day, annual, promotion and demotions.

Additional Responsibilities:

• Assist in creating and maintaining the MOD checklists and ensure that tasks are consistently completed.
• Conduct a thorough property check to ensure that all areas are properly prepared for daily operations. 
• Check in with staff in all areas of the Spa and address any challenges and issues in each area.
• Check property for Maintenance, housekeeping, safety issues and address immediately. Ensure property is in compliance with all Health and Safety Codes.
• Address any closures or delay in operation of equipment or amenities. Determine how it will affect the operation and address it in a manner that upholds company standards and policies.  Assure that this information is communicated quickly and efficiently to all effected or in the chain of command. 
• Lead the morning kick-off meeting as needed. Prepare staff for the day ahead in a manner that is positive and that encourages camaraderie and a builds a cohesive team environment. Personalize the meeting to reflect current challenges and opportunities.
• Assure that there are sufficient operating linens for the day.
• Assure that all areas are properly staffed, that all maintenance items are assigned and addressed in a timely manner, and that Spa buildings and grounds are immaculately clean and presentable. 
• Report any operational challenges that require a change in normal procedure and ensure that it is effectively communicated to Director of Operations.

E.O.E