Spa Guest Service Manager

You have a passion for leading a team of talented Cast Members who share your desire to provide magical experiences for our Guests. As a Spa Guest Service Manager, you will lead and oversee the daily operation of Laniwai Spa and Painted Sky, and all related spa and fitness activities at Aulani, A Disney Resort & Spa. As a leader, you will partner with the caring and passionate cast of Laniwai and Painted Sky and develop your team to reach their greatest potential.

This position reports to the Spa Manager

Responsibilities:

You will provide leadership in all spa locations including front of house operations, reservations, front desk, back of house operations, and spa/fitness services. Your focus will be on ensuring exceptional guest and Cast Member service by accomplishing the following.

• Regularly attending/participating in leadership development training and ongoing spa training to remain up to date on current practices
• Overseeing all guest and Cast Member experiences in the spa
• Providing accurate and immediate responses to all requests by guests ensuring complete guest satisfaction
• Occasionally maintaining schedules to include performing edits and commission/tip payout for Spa Cast Members
• Possessing complete knowledge of all spa services and products while educating and training guests and Cast Members
• Handling guest and Cast Member questions and concerns professionally and courteously
• Actively promoting spa treatments, services, sessions and retail outlets, as well as programs and special promotions

Requirements And Qualifications

• Proactive in anticipating guest and Cast Member needs
• A minimum of 1 to 2 years of proven leadership experience in a spa/hotel environment
• Ability to lead a diverse team utilizing various motivational, developmental, mentorship and coaching tactics
• Ability to be flexible with work schedule, to work AM and PM shifts, weekends, and holidays per business needs
• Advanced computer application skills
• Enjoy working with people and possess a friendly and outgoing personality and ability to provide excellent guest service skills.
• Ability to confidently utilize service recovery methods
• Strong influencing skills and previous experience handling difficult/sensitive situations with minimal/no supervision.
• Excellent communication/public speaking and listening skills to speak in front of large groups and lead meeting

Desired Qualifications

• Knowledge about the resort and surrounding area
• 1+ years of leadership experience in a spa/hotel environment
• Current or previous experience in Hawaiʿi

Required Education

High school degree or equivalent

Desired Education

Bachelor’s degree

Our Benefits: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/aulani-benefits