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Manager, Guest Services, Kohler Water Spa

_Work Mode: Onsite_

**Location:** Onsite - Lincoln Park, IL

Opportunity

Primary responsibilities include day-to-day supervision of the guest services departments of the Kohler Waters Spa-Burr Ridge & Lincoln Park including Spa Reception, Spa Attendants, and Café. Oversee all staff including therapist teams in the absence of the Managers – Kohler Waters Spa, Burr Ridge & Lincoln Park. Accountability for these responsibilities includes exemplary customer service incorporating the Hospitality & Real Estate guest service philosophy, financial goals, cleanliness, and facility upkeep.

Specific Responsibilities

+ Responsible for daily operations of the spa reception, spa attendant, and café departments. This includes scheduling staff to meet facility demand and ensuring high levels of customer service, facility cleanliness and knowledge of all services.

+ Hire, train and supervise associates. This includes having all staff participate in daily team meetings, coaching staff, celebrating staff successes, implementation of discipline action for staff, performance reviews, and facilitation of staff meetings.

+ Responsible for the financial performance of spa reception, spa attendant, and café departments. This includes efficient manpower planning, minimizing expenses and maximizing profitability, providing management with recommendations to increase efficiencies.

+ Assist management in preparation of financial plan, budgets, and forecasts. This includes projected sales, expenses, and operating income, Aid departments on tracking key indicators as well as troubleshooting expense-related questions.

+ Responsible for organization of areas of responsibility. This includes physical needs, SOP accuracy, and physical treatment rooms.

+ Track and maintain records for technician/therapist retail goals. Provide the leads and manager weekly.

+ In the absence of the manager, maintain cash control and billing accuracy levels. Deliver weekly and more often during high peak weeks, daily cash deposits, to local branch bank. Responsible for gathering and sending cash receipts, gift cards and SpaFinder settlements to accounting in Kohler, WI.

+ Increase profitability of areas of operation through analysis of sales and expenses. Provide recommendations regarding improved systems and controls.

+ Work with the Destination Kohler Marketing and Public Relations teams to develop and implement promotional strategies and materials, e.g., internal/external ads, flyers, associate bulletins, etc. Support efforts to increase retail sales (both on site and online).

+ Coordinate and implement vendor training/product knowledge for staff; assist in planning and development of guest events.

+ Ensure associate knowledge of Kohler Co. and the Kohler Waters Spas: Destination Kohler, Burr Ridge and Lincoln Park.

+ Ensure the enforcement of policies and procedures and act professionally during customer complaints, emergencies, and disturbances.

+ Responsible for use of systems to track guest usage and purchasing patterns.

+ Accurately collect and maintain statistical data to track and compare against industry benchmarks.

+ Responsible for returned correspondence with guests as it relates to service satisfaction.

+ Provide recommendations to management regarding improved software systems, processes, and procedures. Assist with the implementation of enhancements of SpaSoft to ensure full utilization of capabilities. Troubleshoot computer and systems problems. Provide necessary software reports to effectively manage day-to-day operations.

+ Assist in the preparation of monthly/annual financial statements for the measurement of profit center performance.

+ Maintain a high awareness/knowledge of the spa industry via website research, industry publications and attendance at various related conventions and workshops.

+ Serve as facility manager on duty as schedule dictates. Assume responsibility for daily facility management in the absence of the manager.

+ Perform any other duties as assigned.

Skills/Requirements

+ Bachelor’s degree preferred; will consider relevant experience in lieu of degree.

+ Minimum of three years’ experience in a combination of business or project management; within the spa/salon or resort industry.

+ Must possess prior supervisory experience.

+ Strong organizational and leadership skills required.

+ Foundational knowledge of sales and relationship building with external clients.

_Applicants must be authorized to work in the US without requiring sponsorship now or in the future._

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [email protected] . Kohler Co. is an equal opportunity/affirmative action employer.