Marriott Senior Manager, Spa Operations, APEC in Singapore, Singapore
Job Number 23022500
Job Category Rooms & Guest Services Operations
Location Singapore Regional Office, 2 Harbourfront Place #06-08, Singapore, Singapore, Singapore
Located Remotely? N
Position Type Management
Senior Manager, Spa Operations is a key member of the APEC Continent Lodging Services team. This position provides a high-level operational leadership and specialized knowledge & skills in Spa Operations Disciplines.
The Senior Manager of Spa is responsible for overseeing and driving the operational and financial performance of all existing managed spas and future-owned spa facilities, through excellence in operational standards, marketing efforts, training programs, procedures and processes aligned with the continent goals and objectives.
The incumbent will also oversee the spa and fitness center concept designs, work closely on special-need projects with Project Development as well as GDAP teams in the continent, to articulate spa & fitness operational needs, ensure design flow of each spa & fitness center allows for operational efficiencies and helps define a successful outcome for the project.
Senior Manager’s functions include, but are not limited to facilitating introductions/negotiations between external spa partners, owners and the regional operations teams; the creation and implementation of new spa standards addressing efficencies and performance, service levels and product lines; ongoing facility evaluations of the existing APEC spa properties (budgeting, marketing, financial and service level performance, service programs, etc.); the implementation of corporate and brand spa marketing plans; and the champion of spa software systems to be implemented at every full-service spa. Provide regular feedback from the APEC spa operations to the Spa GO Leadership team.
Partner with Global Operations leaders to establish brand relevant spa programs and strong supplier management processes.
Providing a market lens, contribute to the design and development and lead the implementation of brand relevant spa programs, products, services and facility plans and the identification of new business opportunities.
Help define standards and specifications to support in-market execution and achievement of business performance goals and superior guest experiences.
Partner with Global Operations and other key internal stakeholders to establish processes and platforms to define business performance metrics (i.e., sales, profit, operational excellence, customer satisfaction, etc) and routinely evaluate property operations performance against established goals.
Provide ongoing consultation to Continent and Property leaders regarding programs, services and business performance of spa operations to include opening new spas.
Provide leadership and/or contribute to the development and delivery of training programs to enhance the skills and effectiveness of property spa managers.
Stay abreast of industry trends and identify spa business opportunities and risks by keeping abreast of competitor, industry, economic, and internal information and trend, as well as best practices to help ensure superior product offerings and delivery of superior guest experiences.
Build and help manage key vendor and other external relationships. Travel to national and regional trade shows to support product sourcing competitive intelligence gathering. Solicit input from diverse sources in order to make sound business decisions.
Serve as subject matter expert on project work that requires Spa expertise; lead efforts to compile, analyze and interpret data as necessary. Serve as a liaison between the CLS - APEC and other stakeholders. (Act as the advocate for APEC Spa Operations)
Maintains and ensures execution of Spa Standard Operating Procedures.
Leads spa projects from the planning stage to the launch stage.
Initiating and developing professional relationships in Industry Organizations, and with suppliers to help achieve business strategies.
Oversees that key change initiatives are planned, communicated and executed in a manner that facilitates timely and successful implementation.
Provides strategy and coordinates effective project rollouts for new spa initiatives, products, processes and procedures.
Drive service expectations for excellence in the guest experience, developing actions plans, benchmarks, metrics to improve utilization, cost containment, P & L performance, revenue growth
Reviews and advises Global discipline leads, Continent leaders, and property spa leaders on generating business units that are operationally efficient, effective and appropriate for the specific market conditions to drive revenue and generate operating profits.
Collaborate with internal key team members to assist in design and development of marketing initiatives and promotions, identify new opportunities and cross promotional partners that effectively drive business performance and brand awareness.
Responds to market/s, solves and makes decisions on business requests that have a broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
Works in conjunction with spa discipline team to collaborate, communicate and develop new spa standards and operating practices that impact the business spa and spa retail operations.
Performs other duties as assigned to meet business needs.
Oversight in the training of the brand standards and treatment protocols and the design of property-specific treatments.
Responsible for approval of all Spa menus’ prior to printing to ensure Brand Standards, liability opportunities and product compliance
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
Ability to travel as required in support of spa development, spa performance improvement, workshops and openings.
Minimum of five years of spa operational management experience with overall accountability for the spa operations to include staffing and P&L responsibility (+5 years, resort and city locations, and multi-property/brand spa management experience preferred.)
Experience with managing a team to achieve business results under tight timeframes.
Experience in developing and implementing spa concepts.
Experience with/knowledge of spa reservation, management system, and inventory systems software e.g., Book4time.
Experience in hiring property spa leaders and conducting new spa leadership orientation.
Experience conducting detailed spa assessments and provide action plans for improvements.
Experience providing ongoing spa operational oversight and support in Operating Performance, Standards Compliance, Treatment protocols, Guest Satisfaction and Employee Engagement.
Ability to develop and implement operational standards, business plan and goals, procedures, and processes to support all existing and future owned and managed Spa facilities in the APEC.
Experience developing systems for annual spa budgets to ensure top performance, budget development systems and management skills, including the ability to track expenses against commitments, set priorities for funding, and develop annual budgets.
Experience providing effective performance feedback to subordinates and work to ensure the peak productivity of the spa department and all reports, direct or indirect.
Experience in total Spa, Salon and Fitness operations and development.
Experience in assessing actual performance against standards to determine whether the department is on target to reach its goals and provides corrective actions as necessary.
Experience in establishing and enforces policies and procedures that will improve the overall operation and organizational effectiveness.
Experience in the development of new treatments and treatment protocols.
Experience in evaluating all (BCA) Business Case Analysis requests for High-Risk Activities for the region.
Experience in creating Spa Capital improvement plans to ensure maximized return on investment and in keeping with Brand standards.
Ability to establish regular communication with all Spa leaders while supporting and directing communication plans of key messages to internal and external stakeholders.
Ability to ensure the operations and experiences are consistent with the spa brand standard
Assist in the Hiring of all Spa property spa leaders and conduct new Spa leader’s Orientation.
Ability to provide development and mentoring opportunities for spa leaders.
Ability to understand business climate/customer satisfaction issues that may affect sales and service levels.
Ability to utilize reports to evaluate financials returns, sales reports, inventory levels, and operating statements.
Ability to build relationships with internal and external stakeholders at various levels of management.
Ability to provide a high level of customer service to internal and external clients.
Strong organizational skills.
Comfortable in a deadline-driven environment, often with changing business priorities.
Ability to drive solutions that effectively meet both customer needs and business goals.
Creative and conceptual thinker with excellent verbal and written communication skills.
Understanding of emerging trends and applying to futuristic business planning.
Flexibility in approach to problem-solving and creative thinking.
Education and Professional Certification:
- Bachelor’s degree in Business or Hospitality Management or related field or an equivalent combination of education and experience from which comparable knowledge and skills can be acquired
80% of capacity is related to Spa Operations, 20% discretionary to CLS
Performs other duties as assigned
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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