Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

The Spa Lilliana, Spa Director will be responsible for all aspects relating to managing daily spa operations, ensuring guest satisfaction, meeting financial goals, and being an effective and supportive leader.

Maintain and increase spa revenue.
• Monitor and control departmental expenses and payroll.
• Hire, train, supervise, and evaluate all supervisors of the spa departments.
• Oversee hiring, training, supervision, and evaluation of all spa staff, with the assistance of supervisors when appropriate.
• Ensure overall member satisfaction.
• Participate in the development and oversee the implementation of the spa operating budget.
• Maintain communication with all departments of the hotel.
• Develop managers for future advancement.
• Guide and supervise the ongoing training program.
• Maintain knowledge and understanding of each program area and see that programs are continually updated.
• Research and develop new spa treatments and programs to create new packages.
• Perform duties of programmers, receptionists, spa attendants, and sales to ensure procedures and quality standards are met.
• Conduct regular spa staff meetings to inform, train, and inspire staff.
• Monitor and maintain the cleanliness and orderliness of the spa facility.
• Oversee spa physical plant to ensure facilities and equipment are in proper condition and in good working order.
• Forecast for revenue, payroll expenses, and all other expenses.
• Order equipment and supplies and maintain inventory control for all spa areas.
• Plan and coordinate evening seminars/presentations for guests on spa-related topics.
• Reconcile and approve monthly general ledger and income statements.
• Recommend special projects/promotions and execute them as directed by the General Manager.
• Perform daily walk-through inspections and weekly written inspections and follow-ups.
• Ensure quarterly written maintenance inspections.
• Conduct weekly sales meetings.
• Design and oversee implementation of the marketing plan.
• Oversee spa newsletter and marketing collateral production.
• Answer all guest/member complaints and suggestions.
• Coach, counsel, and conduct performance appraisals for employees.
• Enforce all spa and hotel policies.
• Attend all member functions.
• Participate in Public Relations events as needed.
• Employees must, always, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel-required meetings and training.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain the confidentiality of information.
• Perform other duties as requested by management.
• Always maintain a warm and friendly demeanor.
• Hygiene is key in this environment due to the proximity of working with the clients. At no time is cigarette smoke allowed to be on the hands, clothes, or breath of a spa employee during a shift.
• Flexible and long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 25 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must have a high level of physical fitness.
• 4-year college degree required. Master's degree preferred.
• At least 5 years of experience in club management required, with 2 years in top management in high quality, luxury-oriented resort spa or destination spa facility.
• In-depth knowledge of the following: building budgets, analyzing income statements; fitness prescription, front desk operations, club maintenance, and housekeeping.