The Pearle Hotel & Spa – Burlington’s premier luxury hotel and spa is located on the stunning shores of Lake Ontario. Founded by the Ciancone family in 1936, Pearle Hospitality prides itself on providing guests with genuine and thoughtful experiences.
Our vision is to create positive human connection and we do so by living our values; Collaboration, Kindness, Quality and Perseverance.
The Senior Spa Manager oversees daily spa operations, ensuring seamless guest experiences and effectively managing resources. The role focuses on driving revenue while maintaining operational efficiency and upholding the highest service standards. By fostering a culture of excellence, they implement strategies to enhance guest satisfaction and optimize revenue, all while preserving the spa's reputation as a premier destination.
Ideal Candidate
If you are an experienced Senior Spa Manager who is passionate about creating unforgettable guest experiences by leading a high-performing team and ensuring exceptional service in a luxury spa setting, we want to hear from you!
Key Accountabilities:
Service & Operational Excellence
- Oversee and direct day-to-day spa operations, ensuring exceptional guest service, efficient staffing, and operational follow-up.
- Serve as a visible and approachable presence on the floor, connecting with guests, providing hands-on leadership, and managing the guest service journey to reflect our core values of Quality, Kindness, Collaboration, and Perseverance.
- Ensure steps of service are executed to standard, proactively observing team and guest interactions to identify and address potential issues.
- Promptly address and resolve concerns related to spa quality, service, and guest satisfaction, ensuring necessary follow-up to prevent recurring issues.
- Review labor and staffing levels throughout the day to ensure all positions are effectively and efficiently covered.
- Manage spa menu changes, including spa updates, ensuring smooth transitions and proper communication with the team.
- Implement and maintain spa procedures, protocols, and quality standards to ensure consistency and service excellence.
- Stay informed of industry trends and competitor offerings to continuously innovate and maintain the spa’s competitive edge.
- Collaborate with other departments to ensure seamless communication and coordination for exceptional guest experiences.
- Ensure compliance with health and safety regulations, maintain departmental cleanliness, and identify maintenance needs, promptly communicating them to the maintenance team for resolution.
- Collaborate with Marketing to develop and implement promotional campaigns, special events, and strategies that enhance the visibility and success of food and beverage offerings.
- Coordinate with IT to ensure the smooth operation of POS systems, technology platforms, and data analytics tools for optimal performance and efficiency in Spa operations.
Team Leadership
- Oversee the recruitment and selection process to attract and hire top talent, partnering with the People & Culture team to ensure a smooth onboarding experience.
- Work with People & Culture team to create and implement training and onboarding plans, including 6–8-week check-ins for new hires to ensure they are set up for success.
- Foster a positive workplace culture that drives engagement and supports the development of team members, working closely with People & Culture to address performance and employee relations matters.
- Serve as a mentor to team members, embodying a strong service culture and setting high standards for performance.
- Identify and coordinate ongoing training and development to ensure team members have the necessary skills, knowledge, and leadership capabilities for operational excellence.
- Monitor and evaluate team member performance, providing regular feedback and performance management conversations, documentation or terminations when needed.
- Create weekly schedules that balance labor budgets with team member requests, ensuring efficient staffing levels.
- Approve weekly labor and time-sheet approvals, including P&C forms, to ensure accurate records and compliance
- Conduct regular performance reviews and one-on-one meetings with team members to provide feedback, support their growth, and communicate key updates.
- Champion Pearle Hospitality’s leadership qualities: Inspire Trust, Ownership, Authenticity, and Present, while fostering a culture of continuous improvement.
- Facilitate and lead productive team meetings and workshops to promote collaboration, share updates, and enhance team performance.
- Exhibit strong emotional intelligence and adaptability, responding effectively to both team and guest needs.
Financial Ownership
- Oversee forecasting, adhering to restaurant budgets, meeting or exceeding financial targets while maintaining alignment with the overall F&B department goals.
- Monitor financial and service performance regularly, using data-driven decision-making to drive improvements and achieve budgeted goals.
- Implement control systems and SOPs to maintain financial acumen and ensure compliance.
- Maintain oversight of COGS and sales, driving revenue generation and ensuring alignment with budgeted targets.
- Submit monthly reports and weekly invoices in a timely manner, ensuring all financial documentation is accurate and up to date.
- Submit inventory audits, ensuring optimal stock levels and adherence to budget, and submit findings for review and action.
- Collaborate with Finance to manage budgeting, forecasting, and financial reporting, ensuring effective cost control, profitability, and alignment with overall business objectives.
- Additional Duties: In addition to the accountabilities listed above, there may be other duties as assigned by your manager. These duties may vary slightly depending on the property.
What makes you the ideal candidate:
- 3+ years of upscale Spa management experience
- Scheduling software knowledge an asset
- Extensive understanding of the industry, current market trends, and competitive landscape.
- Bachelor's degree in business administration or Degree/Diploma in Spa management is an asset
- Smart Serve Certification
- Communication: Clearly convey expectations and feedback to team members to ensure smooth operations from company vision, goals, and strategic initiatives to the team.
- Emotional Intelligence: Understand and manage emotions to foster a positive work environment and handle guest interactions gracefully.
- Decision-Making: Make informed decisions to enhance departmental operational efficiency, guest and team experience
- Adaptability: Adjust strategies and operations to meet changing business needs and guest expectations.
- Team Building: Foster a collaborative and high-performing team environment.
- Problem-Solving: Identify problems at the root issue and resolve issues promptly to maintain high service standards.
- Financial Acumen: Manage budgets, control costs, and strive to meet or exceed department financial targets.
- Guest Focus: Prioritize guest satisfaction and ensure a high-quality guest experience.
- Leadership: Is present, inspires trust, ownership, and authenticity among team members.
Advantages of joining The Pearle Hotel & Spa Team:
- Competitive wages
- Co-paid benefits for permanent team members after 3 months
- Discounts at all Pearle Hospitality restaurants, hotels and spas
- Marriott discounts
- Training and Development
- Growth opportunities
- Wellness Program
- Amazing team and company culture!
Vacancy Status Disclosure: This job posting is related to an existing vacancy.
Pearle Hospitality and affiliated companies, including The Pearle Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the hiring manager.
#TPHJOBS
Job Type: Full-time
Pay: From $80,000.00 per year
Application question(s):
- Are you presently or have you ever been employed by any affiliated Pearle Hospitality properties? If YES, List location
(ETT: Bread Bars, The Pearle Hotel & Spa, Cambridge Mill, Elora Mill Hotel & Spa, Ancaster Mill, Spencer's At The Waterfront, Whistle Bear Golf Club)
Education:
- Bachelor's Degree (preferred)
Experience:
- Spa Management: 3 years (required)
Licence/Certification:
Work Location: In person
