Assistant Manager – Spa & Salon Operations

Company Description

Encore Boston Harbor features 210,000 square-feet of gaming space including more than 3,000 slot machines and 240 table games. Situated on the Mystic River in Everett, Massachusetts, and connected to Boston Harbor, Encore Boston Harbor boasts 671 spacious hotel rooms, a spa, salon and fitness center, specialty retail shops, 15 dining and lounge venues and more than 50,000 square feet of ballroom and meeting spaces. The grounds feature a six-acre Harborwalk with pedestrian and bicycle paths that provide access to the waterfront, an event lawn, public art and ornate floral displays. It is the largest private, single-phase development in the history of the Commonwealth of Massachusetts.

Job Description

The Encore Boston Harbor Assistant Manager – Spa & Salon Operations will manage the daily operations of the Spa Department. Responsible for managing the operation of the Spa, ensuring profitability, guest satisfaction, and quality and maintenance of hotel assets according to established objectives.  Insure Spa Department is in complete compliance with all state and local licensing requirements. This includes, but is not limited to; the management of the department strategy and ensuring alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental and company success; maintaining all Encore Standards: and ensuring excellent guest and team member experience.

JOB RESPONSIBILITIES:  

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.

• Manages short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.  Identifies key drivers of success.
• Manages the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Manages the performance of team members under his/her area of responsibility.
• Monitors all activities of the department to ensure that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced. 
• Ensures department delivers and maintains a maximum level of property-wide service and satisfaction. 
• Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with team members within the department and with other departments as appropriate to ensure property wide communication.
• Responsible for hiring, performance management, and employee engagement within the department.  Provides training opportunities, constructive and positive feedback to team members within area of responsibility.  Creates a motivating environment.
• Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.

• Effectively manages internal and external guest relations, which will require levels of patience, tact and diplomacy. Responsible for addressing guest and team member issues as appropriate. 
• Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
• Must have the ability to promote positive, fair, and ethical relations with all team members, with all Encore contractors, and in all interactions within the Host and Surrounding Communities, as an ambassador of the Encore brand.

• Monitors all activities of department, which relate to Spa Department to ensure that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced. 

• Creates and administers departmental operating budget and financial controls. Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.

• Ensures department delivers and maintains a maximum level of property-wide service and satisfaction. 
• Keeps informed of all new developments relative to available resources for Spa; makes recommendations designed to maximize department and company success.
• Reviews major contracts and selects systems for Spa. Coordinates contract compliance, change orders and problem resolution.  Uses strong negotiation, problem solving & decision-making skills.  Consults with legal counsel as required.

• Works with safety as a priority, and follows department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job-related duties as assigned.

Qualifications

JOB REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each