Spa Operations & Guest Experience Manager

Marriott Hotel Manila; Tangob; On-site; PHP 446,000 - 781,000; Full time

Job summary

Marriott Hotel Manila is seeking a Spa Operations Supervisor responsible for guiding spa services, including salon, skin care, reservations, reception, massage, and locker room operations. The role emphasizes guest and employee satisfaction while supporting the operating budget.

Candidate profile includes a college diploma or GED with 5-10 years in spa or guest services. The position entails managing staff, budgets, training, and ensuring top-tier customer service across all spa areas.

Qualifications

• College diploma or GED is required.
• 5-10 years experience in the spa, guest services, or related professional area.

Responsibilities

• Assumes the responsibilities of the Spa Director in his/her absence.
• Ensures all employees have the proper supplies, equipment and uniforms.
• Comprehends budgets, operating statements and payroll progress reports to assist in the financial management of department.
• Manages supplies and equipment inventories within budget.
• Maintains cleanliness of spa and related areas and equipment.
• Understands the impact of department's operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvement.
• Strives to improve service performance.
• Solicits employee feedback, utilizing an 'open door' policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees understand expectations and parameters.
• Brings issues to the attention of the department manager and Human Resources as necessary.
• Observes service behaviors of employees and providing feedback to individuals.
• Participates in employee progressive discipline procedures.
• Participates in an on-going employee recognition program.
• Reviews comment cards and guest satisfaction results with employees.
• Supports a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Supervises on-going training initiatives and conducting training when appropriate.
• Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.
• Celebrates successes and publicly recognizes the contributions of team members.
• 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.
• Assists the Spa Director in managing the day-to-day operations of the spa as necessary.

Education

College diploma or GED

Job description

Marriott Hotel Manila is seeking a Spa Operations Supervisor responsible for guiding spa services, including salon, skin care, reservations, reception, massage, and locker room operations. The role emphasizes guest and employee satisfaction while supporting the operating budget.

Candidate profile includes a college diploma or GED with 5-10 years in spa or guest services. The position entails managing staff, budgets, training, and ensuring top-tier customer service across all spa areas.