Guerlain Wellness Spa at the Waldorf Astoria New York

COMPANY OVERVIEW

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated, and take pride in coming to work.  As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY

The Managing Director (MD) is responsible for all aspects of the smooth operational practices with all Waldorf Astoria New York Retail & Spa areas. The MD is responsible for all aspects of a luxury Hotel spa and retail boutiques, ranging from budgeting, financial and service level performance, service programs, and day-to-day operations. In addition to Operations oversight, MD will partner with Spa Manager & Retail Business Manager to drive sales and enhance guest service.  

ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Drive, develop, and grow hotel group and Spa’rty revenue for Guerlain at Waldorf Astoria. 
• Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Responsible for attending and representing the spas at all meetings, site walks, phone calls, pre-cons, and any event that can raise awareness and drive business within the groups category. 
• Act as primary contact for group event coordination including service offerings, Spa’rty groups, group blocks, client contact/relations, internal BEO creation and recap/evaluation reporting.
• Onsite liaison to Hotel Marketing team and Guerlain teams for final review and signoff on all spa marketing efforts/materials.

Spa Operations & Sales/Marketing: 

• Responsible for the overall successful financial performance of Guerlain Wellness at Waldorf Astoria NY spa and retail, by meeting or exceeding budgeted targets.
• Provide daily oversight of spa, retail, and spa management teams, working in conjunction with Hotel/Resort Management, to establish and maintain a collaborative relationship as the ambassador for TRILOGY.  
• Drive Spa Group Sales by working with the Hotel/Resort Sales team and local area event planners.
• Responsible for fostering client relationships to enhance satisfaction, ensure repeat business, and support client retention initiatives.
• Ensure all Spa Leadership provide ongoing oversight for optimal performance.
• Proper documentation is maintained in daily MOD Logs, as appropriate. 
• Attend all weekly Hotel/Resort Management meetings and pre-convention meetings to ensure alignment with ongoing Hotel activities and collaboration on all spa events, activities and operational updates. 
• Work effectively with the TRILOGY Corporate Marketing team to develop and implement spa-related marketing strategies, collateral, and promotional activities in conjunction with the Hotel marketing team. 

Staffing/Training:

• Oversee the supervision, management, and growth of the spa and retail teams, establishing and monitoring staffing levels, with a focus on retention and develop of Employee Partners.
• Manage the interview and hiring process, ensuring proper onboarding and training is conducted in alignment with TRILOGY HR standards
• Ensure the spa and retail teams receives proper Forbes-related and Corporate/Brand/Hotel/Resort standards training.
• Assist in creating treatment protocols, training manuals, and training schedules alongside Spa Leadership and Corporate Operations team for each department.
• Provide effective coaching and counseling for spa and retail Employee Partners, in alignment with TRILOGY policies, ensuring accurate documentation and effective communication with Human Resources. 
• Conduct performance evaluations and reviews.
• Conduct mandatory monthly staff meetings and attend/ensure attendance at all daily stand-up meetings.

Analyze/Reporting:

• Directly responsible for spa financial reporting process including profit and loss statement, budgeting, and forecast reporting in alignment with TRILOGY timelines and processes.
• Ensure compliance with budgeted payroll percentage targets.
• Ensure all daily/nightly reporting functions are followed and properly maintained.

Customer Resolution:

• Ensure that established service levels are consistently achieved in compliance with Hotel/Resort standards and/or Forbes 5 Star criteria. Guest service is expected to exceed and outperform all competitive spas in the area.
• Ensure proper tracking of all customer complaints/issues/concerns in the daily MOD logbook or as directed by the TRILOGY Corporate Team.
• Ensure compliance with timely response and resolution processes to all customer complaints and/or related facility incidents per TRILOGY policy.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a BS Degree, preferably in a relevant field (Hospitality, Hotel Management, Business Management, Spa Operations).
• Must have minimum of 5-7 years of experience in a Senior Management role in a 4- or 5-star property. 
• Highly proficient at creation and management of P&L, forecasting, and budgets.
• Must be knowledgeable of trends and events in spa, fashion, retail industries and local market.
• Must possess strong leadership skills with proven supervisory experience of all staff levels. 
• Must be polished, professional, and have a strong command of both written and verbal English.  
• Must be knowledgeable of trends and events in spa, fashion, retail industries and local market
• Must be organized, proactive, possess a strong attention to detail.
• Must be proficient in Microsoft Office (Outlook, Word, Excel).
• Must be highly proficient in Booker, Book4Time, Spa Soft preferred. 
• CPR and First Aid certified desirable.

BENEFITS/PERKS

• Medical, Dental and Vision (Full-Time Employees only) 
• 401K Matching 
• PTO – Paid/Holiday Time Off 
• VTO – Voluntary Time Off 
• Discounts on Retail Products and Spa Services

COMPENSATION: $120,000 - $130,000 annual + Bonus + Benefits