Elevate Guest Experience

3 days ago

Blue Mountains City Council, Australia beBeeBusinessLeader Full time CA$118,000 - CA$128,000

As a seasoned leader, you will oversee daily operations and drive strategic initiatives at our esteemed spa. Reporting directly to the President and CEO, your primary focus will be on elevating the guest experience.

Key Responsibilities
  • Team Leadership: Develop and implement effective leadership strategies to drive business results and foster a positive work environment.
  • Staffing Plans: Design and implement staffing plans that meet the needs of the business and ensure adequate staffing levels.
  • Culture Fit: Participate in key interviews to ensure cultural fit and make informed hiring decisions.
  • Department Structure: Optimize department structure to meet spa goals and improve operational efficiency.
  • Scheduling: Oversee scheduling and ensure adequate staffing levels to meet guest demands.
  • Performance Reviews: Lead performance reviews and disciplinary processes to ensure fair and consistent treatment of employees.
  • Job Descriptions: Maintain up-to-date job descriptions to ensure clarity and consistency in employee roles and responsibilities.
  • Workplace Culture: Champion a safe, respectful, and positive workplace culture that promotes employee engagement and retention.
Strategic & Administrative Oversight
  • Operational Plans: Develop operational plans aligned with strategic goals to drive business results and improve guest satisfaction.
  • Guest Services: Ensure consistency and quality of guest services throughout the guest journey.
  • KPIs: Monitor key performance indicators (KPIs) and implement improvements to drive business results.
  • Communication: Promote open communication across teams to ensure alignment and collaboration.
  • Brand Representation: Represent the brand publicly and promote the values and mission of our esteemed spa.
Guest Experience
  • Service Excellence: Ensure service excellence throughout the guest journey to drive guest satisfaction and loyalty.
  • Annual Reviews: Conduct annual reviews and suggest enhancements to improve guest experience and drive business results.
  • Satisfaction Tools: Develop tools to measure guest satisfaction and identify areas for improvement.
  • Complaint Resolution: Oversee resolution of complaints and special cases to ensure guest satisfaction and loyalty.
Financial Management
  • Collaboration: Collaborate on sales forecasts and departmental budgets to ensure alignment and drive business results.
  • Expenditure Approval: Approve expenditures within authorized limits to ensure financial accountability and transparency.
  • Financial Performance: Monitor financial performance and ensure budget adherence to drive business results and improve guest satisfaction.
  • Cost Savings: Identify cost-saving opportunities to improve financial performance and drive business results.
Requirements
  • Education: Degree or diploma in Hospitality, Business Management, or related field.
  • Leadership Experience: 5-10 years of leadership experience in hospitality.
  • Leadership Style: Results-driven, ethical, and inspiring leadership style that fosters a positive work environment.
  • Financial Acumen: Strong financial acumen and data-driven decision-making skills.
  • Operations Expertise: Deep understanding of operations, customer service, and team management.
  • Tech Savviness: Tech-savvy with Microsoft Office proficiency.
  • Project Management: Exceptional project management and analytical skills.
  • Attention to Detail: Detail-oriented with a passion for guest service.
Working Conditions

Flexibility to work weekends, peak periods, and outside regular hours. On-site leadership role with a preferred Tuesday-Saturday schedule.

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