JOB SUMMARY
The Senior Manager, Spa Operations, EMEA will serve a main point of contact for Spa Leaders and General Managers in EMEA to source information, support, guidance and best practices regarding spa concepts, positioning and operational performance. The position will champion the role that spa plays as an important element in the overall hotel positioning – bringing in relevant discipline specialists to collaborate with spa leaders on commercial, risk management, legal and health & safety issues. The position will be required to collaborate closely with the Luxury & Premium & Select Brand teams to translate brand proof points into the spa experience and look for ways to further enhance the branded spa guest experience.
The candidate must be a professional, creative and experienced spa specialist with a passion and understanding for the luxury tier and the preferences of customers in this segment. They should also have strong business acumen and be able to collaborate cross-functionally with stakeholders at all levels in the business.
SCOPE
1. Act as the main point of contact for Spa Leaders in EMEA. Support them with any questions / guidance needs related to their spa positioning and operations.
2. Support the Openings & Transitions team with the process of new spa openings to ensure each new spa opens in readiness for business.
3. Conduct 1-2-1 spa reviews and deep dives as required to enhance guest experience and spa performance.
4. Work to enhance the overall guest experience in order to drive ITR and GSS metrics.
5. Localise spa concepts and guest journeys as required to respect cultural nuances and expectations.
6. Maintain relationships with key spa product brand suppliers.
7. Work with brand teams to review and redefine spa related brand standards as necessary.
8. Work with the EMEA Procurement team to introduce the most effective and innovative suppliers for our business and support these partnerships.
9. Provide guidance to ensure that luxury spas operate in accordance with all Marriott set procedures, standards and Brand guidelines.
10. Implement Spa Concept strategies, SOPs and develop LSOPs as required
11. Constantly strive to improve processes in order to simplify procedures in the spa and wellness segment.
12. Identify any areas of potential risk to the business and / or individuals and act accordingly to mitigate these.
13. Collaborate with discipline leaders in risk management, legal and engineering on any questions related to industry standards, legal requirements and H&S guidelines.
14. Monitor and be aware of spa and wellness trends and competitor activity that impact our positioning within the industry
15. Contribute to the future strategic thinking for spa services within Marriott’s portfolio of brands.
16. Ensure training and development tools are updated, relevant and available for hotels to access via the DLZ.
17. Deliver in-person training and development sessions for hotel spa leaders as required.
18. Host Spa Leader webinars when required.
EXPECTED CONTRIBUTIONS
19. Demonstrates self-confidence, energy and enthusiasm.
20. Able to effectively prioritize multiple tasks from multiple stakeholders.
21. Demonstrates ability to adapt programs and activity to meet local market and culture needs.
22. Initiative-taker with strong time management and ability to multi-task.
23. Ability to solve problems quickly, think creatively, and satisfy localisation requirements for diverse markets.
24. Team player that works well with counterparts from various functions/departments
25. Skilled at establishing effective relationships with internal and external partners.
26. Sets ambitious standards of performance for self; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self toward the accomplishment of goals; proactively takes action and goes beyond what is required.
27. Excellent relationship management and negotiation skills; demonstrated ability to develop and maintain relationships with various teams.
28. Strong problem solving and decision-making skills.
29. Excellent verbal, written, listening and presenting skills. Strong communication and collaboration skills.
30. Capable of listening and counselling stakeholders on best approach.
31. Demonstrated ability to use standard software applications (., Excel, Word, MS Teams).
32. Excellent knowledge of PowerPoint to create appealing presentations speaking to luxury audiences.
33. Travel may be required across EMEA.
CANDIDATE PROFILE
34. 5-7 years of spa operational experience demonstrating a pattern of leadership and exceptional performance.
35. Language requirements: High proficiency in English is required. Additional language knowledge or proficiency is a plus.
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.