Spa Operations Manager

For more than a century, Hamilton Princess & Beach Club is Bermuda's only luxury urban resort. Our world-class accommodations, internationally revered modern art collection, celebrated restaurants, spa, and more, are why we appeal to Bermuda’s luxury travelers, as well as our magical team of colleagues.

Here at the iconic “Pink Palace” we embrace the spirit of being unique, passionate, pleasant, while keen on turning moments into memories for our guests – the Fairmont way. 

As a member of our Princess Team, all Heartists are valued and recognized, the same as our guests and local communities. Consider joining us, if you enjoy:

• Connecting guests to the extraordinary place we call home
• Discovering a broad offering of career paths
• Learning and thriving among a group of international hospitality professionals
• Being passionate about people and attentive to the world - we are globetrotters!
• Going beyond the walls of our hotel to support our community
• Taking pride in our differences

Then this could be THE perfect opportunity for you, and we cannot wait to welcome you.

#WeAreHamiltonPrincess

Reporting to the Spa Director, responsibilities and essential job functions include, but are not limited to, the following:

• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Oversee the management of all positions: assistant manager, front desk, spa attendants, spa technicians, and fitness staff. Provide coverage on the floor and any other operational support as required.
• Manage, coordinate, and/or conduct new hire orientations, associate meetings and development trainings.
• Ensure all new hires are trained following training manual and Driftwood guidelines. 
• Perform all Human Resources functions, according to corporate policies includes finalizing payroll, performance reviews and disciple
• Practice “Management by Walking Around” (MBWA) by providing leadership, being accessible and visible, and inspecting the cleanliness and maintenance of the facility.
• Monitor daily sales activities to ensure that all transactions are completed accurately.
• Partner with the Spa Director of marketing and operations.
• Ensure spa treatment quality controls, including service, cleanliness, and product usage.
• Manage the budget of purchase orders for professional treatment, retail merchandise and operational supplies.
• Maintain proper inventory levels for all professional and retail products, and consumables
• Conduct annual performance reviews of supervisory and hourly associates, where applicable.
• Partner with Spa Director in preparation of monthly financial variance reports, forecasting and annual budget development.
• Maintain expertise regarding all standard operating procedures and policies.
• Assist with special projects, events, and promotions as needed.
• Adhere to all applicable policies, procedures, guidelines, and Driftwood core values.
• Respond to guest questions and associate concerns in a timely, professional manner.
• Maintain a working knowledge of all Driftwood classes, services, and products.
• Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity and professionalism to internal guests.
• Manage department to achieve or exceed desired unit metric goals and KPI’s
• Increase gross margins of the business through optimal scheduling, staffing plans, and capacity utilization.
• Improve guest service + satisfaction levels through heightened levels of communication and personal presence in the unit; maintain a high level of guest rapport and service
• Demonstrate equal commitment to Driftwood’s soulful culture + profitable enterprise.

• Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC).

• Perform any other duties, tasks, and assignments within your department as required

Qualifications:

• Minimum of two (2) years spa management in a luxury hotel or cruise ship environment is required, with club management an asset
• Level 2 & 3 Beauty Therapy certification or Diploma is preferred
• The ability to understand financial information and data, and perform advanced arithmetic functions
• Must be proficient in Microsoft office programs including but not limited to excel, word, PowerPoint. Experience with Book4Time & BirchStreet is an asset.
• Current CPR certification is an asset
• Must be enthusiastic, motivated, and a team player.
• Strong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, public holidays and weekends is required
• Proven leadership, team management, training and coaching skills with evidence of developing exceptionally motivated teams
• Must have experience in budgeting and reporting such as forecasting and P&L
• Must have outstanding experience delivering high-quality customer service.
• Display good organizational, written, and verbal skills.
• Available to work late shifts, weekends and holidays

Physical Aspects of Position (includes but are not limited to): 

This position is very active and requires standing, walking, bending, and stooping all day.  The employee must frequently exert up to 25 pounds of force to lift, carry, push, pull or otherwise move objects. Exposure to the elements