Spa Operations Manager

The Spa Operations Manager is responsible overseeing the day-to-day operations of the department to ensure Wynn Las Vegas standards are maintained by the staff. This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction and serves as a Spa Manager on duty during designated shifts. Job Responsibilities: • Responsible for maintaining the Wynn and Forbes standards of service to guests and coworkers at all times. • Provides accurate, appropriate and immediate responses to guest requests, ensuring complete guest satisfaction while anticipating their needs. • Must lead by example for Spa Supervisors and all line level employees by demonstrating exceptional guest and employee interactions along with following all company and department guidelines.  • Consults regularly with all levels of management within the company to provide constructive feedback to other departments to help enhance the guest experience.   • Responsible for leading, managing and developing Wynn and Encore hourly supervisors and line level staff. • Serves as the Spa Manager on duty and assists with all daily guest and employee requests/challenges while effectively communicating with the leadership team. Implements a calm environment when under pressure. • Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for tracking and logging all guest challenges as outlined in company department policy. • Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results. • Responsible for conducting performance reviews, trainings and meetings with the staff to ensure proper communication, engagement and overall development of the staff. • Responsible for managing labor, employee payroll, vacation and other benefits tracking, as well as maintenance of applicable licenses and work cards. • Responsible for hourly hiring practices for the department. Must have the ability to interview and identify excellent talents to create an exceptional service culture.    • Responsible for actively educating, training and incentivizing the staff on services offered and assist with department service revenue growth. • Must have an understanding of key drivers of revenue growth, profitability and quality performance. • Responsible for all inventory, equipment, administrative supplies and any necessary items within the Spa areas.   • Responsible for providing support to the spa leadership team • Responsible for assisting with balancing the books for the technical team. • Ensures proper opening/closing of the spa. • Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork. • Looks for opportunities to assist peers, guests, other departments or leaders at all times. • Ensures staff is equipped with all tools to serve the guests’ needs. • Must maintain a complete knowledge of industry through continuing education and training. • Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities. • Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.  • Maintains a positive, enthusiastic attitude while embracing the Wynn Resorts core values and promises, along with the spa culture and values. • Ensures the Wynn standards of cleanliness and appearance for all areas.  • Works with safety as a priority and follows department and company safety standards. • Must be 18 years of age or older. • Must possess a current Food Handler’s Card. • Combination of education