ESSENTIAL FUNCTIONS

Ensures exceptional internal and external guest satisfaction through a positive, professional, and solution-oriented approach Oversees the coordination and execution of all spa group experiences from initial inquiry through onsite completion Serves as primary liaison between Spa, Resort Sales, Catering, Conference Services, Reservations, and other resort departments regarding group bookings and spa experiences Assists with proactively identifying and developing spa group business opportunities to support departmental revenue goals Coordinates group itineraries, treatment scheduling, amenity arrangements, special requests, and pre-arrival communication Hosts and oversees spa groups onsite to ensure seamless execution, professionalism, and luxury guest experience standards Oversees day-to-day operational flow of The Spa, ensuring seamless front desk, back-of-house, and guest experience operations Acts as Manager-on-Duty in the absence of spa leadership Assists with managing daily schedules of Front Desk, Spa Attendants, and additional spa colleagues based on business levels and operational needs Responsible for organizing and facilitating training and certification initiatives for Front Desk and Spa Attendants Supports the ongoing development and coaching of Front Desk and Spa Attendant colleagues Maintains ongoing retail sales training and product knowledge for Front Desk colleagues Assists with conducting operational and retail inventories and submitting recommended orders to maintain adequate supply levels Monitors and maintains standards of cleanliness, sanitation, organization, and presentation throughout spa public and operational areas Ensures all spa and fitness equipment is maintained in proper condition and reports deficiencies to spa leadership Upholds all departmental standards of quality, service, timing, Forbes/service culture standards, and operational procedures Maintains exceptional product knowledge of spa services, retail offerings, resort amenities, promotions, and operational procedures Assists with execution of spa promotions, special events, activations, and resort programming Recommends operational improvements and special projects as directed by spa leadership Reports maintenance concerns, safety hazards, deficiencies, and operational issues promptly Maintains professionalism, confidentiality, and composure in a fast-paced luxury hospitality environment Mandatory participation in all Spa activities, promotions, meetings, and events

SUPPORTIVE FUNCTIONS

Demonstrated leadership and team-building skills Excellent verbal and written communication skills Strong organizational and multitasking abilities Ability to manage competing priorities in a fast-paced luxury hospitality environment Knowledge of spa operations, guest service standards, and hospitality systems Strong attention to detail and commitment to operational excellence Ability to work collaboratively across multiple departments Ability to adapt quickly to operational and business needs Maintains professionalism, grooming, and presentation standards in accordance with Chateau Elan policies Additional duties as assigned by management

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

Ability to communicate professionally with guests, colleagues, and leadership Ability to coordinate multiple moving pieces while maintaining exceptional guest service standards Ability to read and interpret schedules, event orders, reservations, promotional materials, and operational documents Ability to promote and recommend spa services, retail, promotions, and resort offerings Working knowledge of spa operations and luxury hospitality standards preferred

SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety: Safety Shoes (slip resistant) preferred Use of gloves (latex, vinyl, plastic, fabric. Metal) Apron Colleagues will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

EDUCATION

High school graduate or equivalent required.

LICENSES OR CERTIFICATES CPR/FA

Training preferred, TIPS Certification Required

GROOMING

All colleagues must maintain a neat, clean and well-groomed appearance (specific standards available).

NOTICE:

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. Upon employment, all colleagues are required to fully comply with HEI rules and regulations for the safe and efficient operation of hotel facilities. rs, public etc. Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. HEI Hotels and Resorts is an equal opportunity employer. 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