Position Type ManagementStart Your Journey With Us At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton. JOB SUMMARY Position has responsibility for supervising and coordinating activities of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage and locker room areas. Position focuses on ensuring guest and employee satisfaction and achieving the operating budget. CANDIDATE PROFILE Education and Experience \u2022 High school diploma or GED; 2 years experience in the spa, guest services, or related professional area. CORE WORK ACTIVITIES Supporting Management of Spa Operations and Budgets \u2022 Assumes the responsibilities of the Spa Director in his\/her absence. \u2022 Ensures all employees have the proper supplies, equipment and uniforms. \u2022 Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department. \u2022 Manages supplies and equipment inventories within budget. \u2022 Maintains cleanliness of spa and related areas and equipment. \u2022 Understands the impact of department\u2019s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals. Ensuring and Delivering Exceptional Customer Service \u2022 Sets a positive example for guest relations. \u2022 Interacts with guests to obtain feedback on product quality and service levels. \u2022 Handles guest problems and complaints. \u2022 Empowers employees to provide excellent customer service. \u2022 Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvement. \u2022 Strives to improve service performance. Conducting Human Resources Activities \u2022 Solicits employee feedback, utilizing an \u201copen door\u201d policy and reviewing employee satisfaction results to identify and address employee problems or concerns. \u2022 Ensures employees understand expectations and parameters. \u2022 Brings issues to the attention of the department manager and Human Resources as necessary. \u2022 Observes service behaviors of employees and providing feedback to individuals. \u2022 Participates in employee progressive discipline procedures. \u2022 Participates in an on-going employee recognition program. \u2022 Reviews comment cards and guest satisfaction results with employees. \u2022 Supports a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job. \u2022 Supervises on-going training initiatives and conducting training when appropriate. \u2022 Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team. \u2022 Celebrates successes and publicly recognizes the contributions of team members. \u2022 Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. \u2022 Assists the Spa Director in managing the day-to-day operations of the spa as necessary. The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.