Spa Director - Bliss Spa

Steiner: Skincare - Spas - Education - Miami Beach, FL3.5

30+ days agoFull-time
Bliss South Beach

bringing the best brazilians to the beach

Imagine pampering among the palm trees…art deco and exfoliation…and the best Brazilian bikini waxes on the planet—that’s bliss spa at W South Beach. Expect 7300 square feet of tension-fighting facilities, featuring a retail beauty boutique, a luxe nail lounge with two manicure and two pedicure stations, seven treatment rooms, and men’s and women’s lounges. Trademark bliss touches—like a cleverly compiled menu of super effective services, rhythm and blues tunes, and legendary brownie buffet—set a fun, upbeat tone to top off the space. So say goodbye to stressed-out skin and maxed-out muscles…and bienvenido a Mi-‘aah’-mi!


Responsible for the over-all operation and performance of the spa including salon and retail, meeting all financial objectives for the spa, meeting monthly spa revenue projections as it relates to retail and service and ensuring that expenses are maintained within budget provided. Primary functions include, but are not limited to: (1) providing outstanding guest service and satisfaction, (2) revenue generation and enhancement, (3) staff management and training.

Experience: (Type of work experience, min. number of years):
A minimum of three years sales/retail management experience in a high-volume customer focused environment, preferable retail. Spa supervisor or management experience is required along with prior budgetary experience and a proven track record of successfully meeting financial objectives. At least two years experience working with a Point of Sale (i.e. Book4Time knowledge desirable) and answering phones in a service excellence environment.

Spa Director Responsibilities (Essential Functions include but are not limited to the following):

Ensure smooth and consistent spa operations to include such strategies as training programs for all employees, consistent administration of policies and procedures and accurate rotation and staffing levels.
Provide exceptional service excellence and satisfaction, ensuring each guest has the ultimate spa experience.
Create, implement and monitor programs & plans to ensure that monthly spa financial objectives are met. Achieve top and bottom line budgeted financial revenue goals.
Ensure overall spa retail sales-to-service revenue is achieved as budgeted.
Analyze sales figures and forecast future sales volumes to maximize profits. Monitor retail Concierge sales goals daily, weekly and monthly.
Review daily appointment schedule, productivity reports, labor costs and expenses to ensure budget projections are being met.
Know all spa products and services in order to train and motivate staff to ensure business goals and objectives are met.
Ensure all spa operational procedures are followed so the spa runs with maximum efficiency and minimal shrinkage and waste.
Ensure standards for quality customer service, health and safety policies are met; monitor technicians’ performance (ensure techs are on schedule, proper client interaction, informing of upgrade prices, promoting upgrades, cross-promoting, etc).
Responsible for ensuring all operational staff and salon staff are well-trained on job responsibilities and are provided with tools necessary to effectively perform and succeed in their jobs. All new hires must be trained in all protocols and procedures to ensure they meet Steiner standards. All training to be documented to the associate’s personnel file.
Responsible for inventory process, including but not limited to, monitoring/checking in incoming deliveries, maintaining accurate supply counts, rotating back-stock and ensuring proper stock levels .
Respond to guest complaints and comments by means of minimal loss of revenue.
Prepare weekly staff schedule. Monitor schedule requests to ensure proper coverage, monitoring hours within budget and controlling overtime.
Communicate regularly with Regional Director regarding, but not limited to, status of all projects, sales updates, selling stars, training information and visual needs.
Communicate with Facilities Manager or Regional Director regarding condition of physical site and repair needs.
Perform any other reasonable duties/requests as assigned.

Staff Management:
Portray a positive attitude in all situations at all times.
Manage all personnel under supervision including staff development, training, coaching/counseling (disciplinary) and evaluating.
Assist with recruiting and hiring of spa staff.
Manage performance appraisal process for staff and conduct staff reviews at 90 days, mid-year and year end.
Advise HR ‘representative’ or Regional Director of any issues involving staff.
Train new management staff on standards procedure s, booking procedures, service excellence problem resolution techniques.
Provide effective communication to staff (and other applicable departments) via meetings, memorandums, one-on-one meetings, “open door policy”, shift huddles, etc.
Lead by example. Provide fair and consistent leadership.
Mediate problems between staff members.
Establish a safe and hazard-free environment by maintaining a strong safety record with a minimum number or employee and guest accidents and report all guest and employee accidents to HR and the Regional Director immediately.
Lead, coach, communicate and correct Concierge in consistently delivering brand standards in service excellence, current promotions, etc.
Review spa objectives with the team, reviewing and updating in light of changes in the business, implementing corrective action when needed.
Ensure all associates follow established dress and grooming code at all times.
Responsible for approving/editing time cards in Time and Attendance system on a daily basis, ensuring Time Clock Adjustment forms are obtained with all signatures for every edit for authorization purposes.
Ensure the concierge team is adhering to booking standards and aware of all current promotions.
Perform tasks as set forth in Spa Standards, including proper telephone etiquette, proper service standards, maintaining cleanliness of Spa areas.

Communicate all monthly, weekly, daily retail promotions to all members of the team.
Track hourly sales to ensure the team is meeting its retail penetration goal.
Participate in spa inventory counts as scheduled.
Ensure concierge team maintains data integrity by utilizing the correct skus, prices and discount in POS.

Customer Resolution:
Respond to customer satisfaction survey comments daily.
Effectively handle and resolve customer issues and complaints with in a 48 hour time frame.
Ensure service excellence by completing regular walkthroughs in lounge and locker rooms.
Assist and coach concierge in dealing with guest inquiries.
Research and solve customer billing inquiries.
Oversee the processing of refunds and resolve booking errors with booking department weekly.
Benefits and Perks

A competitive benefits package is offered to eligible employees, inquire within for details to:

Health, vision, dental insurance
401k savings plan
Paid sick time away from work
Employee spa service/retail discounts and promotional Friends & Family program