Spa Operations Manager

Wynn Resorts - Las Vegas, NV

Full-time - Mid Level

Las Vegas, NV

Accommodation

About the position

The Spa Operations Manager at Wynn Las Vegas is responsible for overseeing the daily operations of the spa department, ensuring that the high standards of service are maintained. This role involves providing leadership to enhance employee engagement and guest satisfaction, while also serving as the Spa Manager on duty during designated shifts. The position requires a focus on guest interactions, staff development, and operational efficiency to create an exceptional service culture.

Responsibilities

• Maintain Wynn and Forbes standards of service to guests and coworkers at all times.
• Provide accurate, appropriate, and immediate responses to guest requests, ensuring complete guest satisfaction.
• Lead by example for Spa Supervisors and all line level employees by demonstrating exceptional guest and employee interactions.
• Consult regularly with management to provide constructive feedback to enhance the guest experience.
• Lead, manage, and develop hourly supervisors and line level staff.
• Serve as the Spa Manager on duty, assisting with daily guest and employee requests and challenges.
• Implement a calm environment under pressure and effectively deal with internal and external guests.
• Track and log all guest challenges as outlined in company policy.
• Provide clear direction, establish goals, and monitor progress to achieve desired results.
• Conduct performance reviews, trainings, and meetings with staff to ensure proper communication and engagement.
• Manage labor, employee payroll, vacation, and other benefits tracking.
• Oversee hourly hiring practices for the department and identify excellent talents.
• Educate, train, and incentivize staff on services offered to assist with revenue growth.
• Manage inventory, equipment, and administrative supplies within the Spa areas.
• Support the spa leadership team and assist with balancing the books for the technical team.
• Ensure proper opening and closing of the spa and promote teamwork.
• Maintain knowledge of industry trends through continuing education and training.
• Adhere to Wynn policies and procedures, embracing company culture and values.
• Ensure cleanliness and appearance standards for all areas and prioritize safety.

Requirements

• Must be 18 years of age or older.
• Must possess a current Food Handler's Card.
• High school diploma or equivalent education, training, and experience.
• Experience in a high volume luxury spa or resort environment.
• Prior leadership experience preferred but not required.
• Proven experience managing multiple priorities and meeting deadlines.
• Excellent verbal and written communication skills.
• Strong problem negotiation, problem solving, and decision making skills.
• Outstanding organizational, interpersonal, and administrative skills with attention to detail.
• Ability to compute basic mathematical calculations and create reports upon request.
• Weekend availability and flexibility to work all shifts based on business demands.
• Ability to work effectively in stressful, high-pressure situations.

Nice-to-haves

• Prior knowledge of SpaSoft, HotSOS, Market Metrix, MMS Agilysys, and Opera systems.
• Additional foreign language skills.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities