Job description

Role Summary
Join our team as a Spa Guest Service Manager for Solage, serving the needs of the business, our guests, and our colleagues by acting as Ambassador to the ENRICH culture of Spa Solage and to the service standards of Spa Solage. The Spa Guest Service Manager is responsible for managing a smooth flow of business in the Spa. The Spa Guest Service Manager provides guests and Club Solage Members with the highest level of guest service to increase sales and encourage repeat business. The Spa Guest Service Manager maintains this level of excellence by hiring, training and supervising the most qualified of spa associates, attendants and providers. The Spa Guest Service Manager develops and implements policies and procedures that ensure a quality working environment for all Spa team members.

Core Responsibilities
Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates. Within this, the key responsibilities for this position are:

• Manage Spa Reception/Bathhouse staff and operations to ensure a smooth flow of business and a high level of guest satisfaction. Be present in the spa with guests and staff every day. Explain and promote all spa facilities, services and activities.
• Work closely with the Spa Coordinators to help solve guest issues, reconcile treatment discrepancies, and oversee accurate guest and therapist scheduling. Be thoroughly familiar with Book4Time and be able to answer questions and solve problems as needed.
• Plan, direct and assign work for Spa Coordinators and Spa Bathhouse Attendants. Work with Spa Supervisor to maintain training manuals and update procedures and protocols
• Reconcile billing and treatment discrepancies with accounting in a timely manner.
• Oversee all group inquiries and scheduling of in-house corporate groups and day groups, attend resume meetings and ensure all systems are in place to offer a seamless group experience.
• Work closely with Revenue Manager and Guest Services Manager to communicate details of packages, spa specials and provide training to new reservation associates.
• Provide updated and accurate information regarding spa policy, new procedures and other information that will assist the staff in effectively performing their duties.
• Work with the Retail Coordinator to complete the monthly inventory of the retail boutique as scheduled and ensure the retail area merchandise is displayed attractively and neatly at all times.
• Analyze labor on a daily basis, flexing staff as needed to match daily revenue.
• Assist Director of Spa & Wellness with interviewing, hiring and training of Spa Coordinators and Bathhouse Attendants.
• Assist Wellness Director of Spa with the planning and scheduling of staff meetings and training programs and ensure all staff are attending sessions on a regular and consistent basis.
• Work with the Director to write and present timely associate reviews for Spa Coordinators and Spa Attendants.
• Work with the maintenance department to ensure that all systems are in excellent working condition.
• Act as contact person for GOI’s and spa guests on extended packages if the Director of Spa is not available.
• Convey all comments, concerns and suggestions made by staff members and Solage guests to the Director of Spa & Wellness.
• Perform other duties as directed, developed or assigned.

Skills & Abilities

• Responsible for maintaining helpful, cooperative relations with co-workers.
• Remain calm, centered and focused despite surroundings or personal circumstances to serve as a model for all spa associates.
• Responsible for adhering to Solage associate handbook guidelines and Spa Solage Policy/Procedure manual.
• Responsible for adhering to Solage core values.
• Responsible for establishing and maintaining standard of excellence in professional image and service by reporting to work in appropriate attire, on time and well groomed.

Required Qualifications

• 5 years experience as a Manager in Guest Service including experience managing a team, and hiring, coaching and training associates. Spa experience preferred but not required.
• Ability to lead a team and supervise a large staff in a very busy and dynamic spa environment.
• Ability to demonstrate and model outstanding guest service and communication skills.
• Ability to counsel and coach associates and solve issues in a timely manner.
• Experience solving guest issues and creating positive solutions.
• Excellent analytical skills.
• Excellent writing, speaking, and organizational skills.
• Ability to work a flexible schedule, to include weekends and evenings as needed.
• Experience in supporting sales and promotion. Ability to identify and understand the spa guest and create promotions to increase business.
• Ability to work as a team and work independently.

Physical Demands

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
• Occasional need to stand for long periods of time.
• Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
• Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to the general public and converse with staff. Ability to hear fire alarms and emergency equipment.

The starting salary range for this position is $70,000 - $90,000. This is the pay range for this position that Solage reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

Our Company
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, and residences. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative spas, and gracious yet unobtrusive service. With 21 one-of-a-kind hotels and resorts, with 7 in the announced pipeline, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Linked In, Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

Our mission is to be the best-loved manager of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveler. Passionately local, experience-led, romantic, and stylish, these hotels hum with a vibrancy that is both refined and relevant.

A century ago, Calistoga was a town centered around its bubbling natural hot springs and the beautiful weather of the Napa Valley. Today, it’s a bucket-list destination for ardent wine lovers, foodies, and wellness seekers for its particularly enviable version of the “good life.” Solage was created to reflect its hometown spirit, drawing visitors as well as area vintners who come here after a day in the vineyards to relax over a glass of wine or a craft cocktail and connect.

What Else?
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.

The successful candidate will have a general understanding of Solage, the Hospitality industry and this position.

If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Auberge Resorts LLC is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Auberge Resorts LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Weekend availability

Ability to commute/relocate:

• Calistoga, CA 94515: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Management: 5 years (Required)

Work Location: One location

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