Casinos and casino hotels today provide more than just a place to gamble and overnight accommodations for guests. Instead, many facilities strive to provide visitors with an exceptional experience by offering the ultimate in amenities such as fine dining, luxurious rooms, and lavish spas. When planning a trip to a casino or casino hotel, in addition to gambling, many guests look forward to pampering themselves with a visit to one of these spas. Sometimes that spa visit might only last for an hour; in other situations, a guest may plan an entire day at the spa. No matter what the length of the visit, the experience guests have at the spa can often impact whether they come back to a property, or how much they end up spending on gambling during their visit.
For many years casino and casino hotel spas were part of the facility’s health club or gyms. Today many casinos and casino hotels host new luxurious spas created as entities unto themselves. The person responsible for overseeing the day-to-day activities of the casino and casino hotel spa is called the Spa Manager or spa director. The casino or casino hotel Spa Manager is expected to set the tone for the facility. Within the scope of the job, the person is expected to create a relaxing, warm, and inviting atmosphere where guests feel comfortable and pampered, and will want to come back.
The Spa Manager is ultimately in charge of every aspect of the spa. This includes the way it looks, the way it is run, the services it offers, and of course, the way employees treat each guest. The Spa Manager is responsible for handling the business operation of the facility and is ultimately responsible for the bottom line. He or she must do everything possible to increase profits. Depending on the specific spa and its structure, the facility may provide an array of pampering services and treatments for men and women including hairstyling, manicures, pedicures, facials, various types of massages, wraps, stress-reduction therapies, hot-stone restorative therapies, reflexology, craniosacral therapy, Watsu water therapy, and more. Some spas additionally offer weight management advice and exercise classes. The spa may also offer pools, saunas, Jacuzzis, whirlpools, and more.
As part of the job, the Spa Manager must determine what types of services and treatments provide the most revenue for the facility as well as what services guests want. He or she will then find ways to direct resources toward providing those services. In order to do this, the Spa Manager must have a thorough understanding of the profit contributions each service and department within the spa provide. A spa can be beautiful, lavish, extravagant, and provide all the finest services, but in the end, without good employees, the facility will ultimately be nothing. A big part of the job of the Spa Manager is making sure that doesn’t happen. The Spa Manager is responsible for hiring people who are not only above the bar in their area of expertise, but also in customer service and people skills as well.
The manager is responsible for making sure that employees treat each guest with the utmost care while striving to ensure that each guest leaves the spa feeling better than when he or she came in. The Spa Manager is expected to train and motivate all spa employees. This may be done either formally or informally. Training may cover areas ranging from spa policies, procedures, customer service, equipment usage, services, and employing low-key sales skills to sell services to spa guests.
The Spa Manager is responsible for scheduling employees so all shifts are covered. He or she may do this or delegate these duties to an assistant manager. The person often helps develop the direction in which the spa goes, including its culture, furnishings, decorations, amenities, and services. Many spa facilities also host retail outlets, which sell casino or casino hotel or spa branded merchandise. Other facilities additionally host restaurants serving light or healthy food choices. The Spa Manager is responsible for staffing and overseeing these outlets as well.
While spa customers at casino and casino hotel spas may be transient, many guests return to the same hotel to gamble on a regular basis. The Spa Manager is expected to make an effort to welcome guests back, often keeping track of the services each guest uses. The Spa Manager may develop promotions and specials designed to attract these people back to the spa on their return trips. The person may also develop promotions and specials designed to attract people who live in the local area as well. This is often done with the assistance of the marketing or advertising department.
The Spa Manager at a casino or casino hotel must be a presence in the facility. He or she is expected to meet and greet spa customers, answer guest questions, and be sure they are pleased with the spa and its services. Being accessible to customers is essential in this job. At times, the Spa Manager may be called upon by a concierge or casino host to fit a casino guest in for a service or schedule a special spa service requested by a guest. The person is expected to do his or her best to accommodate the guest. This may be especially important when dealing with high rollers. The Spa Manager is ultimately responsible for everything that happens in the spa. If there is a problem, the person must take care of it immediately to the patron’s satisfaction. At times, this may mean comping the service for a guest. While customer service is important in every industry, those working in casinos and the hospitality industries feel it is especially important. Additional responsibilities of the casino or casino hotel Spa Manager include:
Salaries for Casino and Casino Hotel Spa Managers can range from approximately USD 35,000 to USD 75,000, and may run higher. Factors affecting earnings include the specific facility’s type, prestige, size, and geographic location. Other factors affecting earnings include the responsibilities, training, and experience of the individual.
Generally, individuals with a great deal of experience working in larger and more prestigious spas in the gaming capitals will earn more than their counterparts in smaller facilities.
Employment prospects are fair for casino or casino hotel Spa Managers and getting better every year. While spas are not found in every casino hotel, they are becoming more and more popular. Opportunities may be located in most of the larger or more prestigious casino hotels in Las Vegas, Reno, Laughlin, Lake Tahoe, and Atlantic City, as well as many of the smaller properties. Other opportunities may be located in Biloxi, Baton Rouge, New Orleans, Detroit, and Black Hawk, as well as in other regions hosting Indian gaming and land-based or riverboat gaming facilities.
Advancement prospects are fair for casino and casino hotel Spa Managers. Individuals may climb the career ladder by finding similar jobs in larger and more prestigious casino and casino hotel spas. In some cases, Spa Managers advance their careers by finding similar jobs in larger or more prestigious facilities outside the hospitality and gaming industries. Other individuals may strike out on their own and open their own spas.
Education and Training
Education and training requirements vary for Spa Manager depending on the specific job. Some spas just require their managers to hold a high school diploma, have a proven track record, and an appropriate amount of experience.
Others either require or prefer a college background or degree. Good choices for majors include business management, hospitality administration, physical education, or health sciences. Recently, a number of colleges have also begun running spa management programs that usually include internship opportunities. Classes, seminars, and workshops in business management, the hospitality industry, spa services, retail management, and fitness will be useful.
Spa Managers may be required to be certified in CPR and other first-aid areas. If the spa has a pool, the Spa Manager may also be required to hold Red Cross lifeguard certification. Individuals who provide specific services such as massage therapy or may also be required to hold licenses or certifications.
Generally, the larger and more prestigious the casino and casino hotel spa, the more experience the Spa Manager will need. Most jobs require applicants to have a background in management or administration. Prior work in a spa or health club will usually be required. Those aspiring to work in a large casino spa or casino hotel spa will generally need experience working in these kind of spas.
Spa Managers need to get along with a variety of people on different levels. The ability to make people feel comfortable is essential. Individuals need to be organized and detail oriented. Administrative, management, and supervisory skills are necessary. Problem solving skills are critical. The ability to motivate employees to be the best they can be is also crucial. An understanding of the hospitality industry is also needed. A full knowledge of spa services is necessary as well. The ability to speak a second language may also be helpful.
Individuals may be members of a number of different trade associations geared toward those working in the spa industry. These include the Day Spa Association (DSA), the Spa Association (SPAA), the Las Vegas Spa Association (LVSA), and the International Spa Association (ISPA). These groups bring together professionals in the industry and provide opportunities for network and professional support.
1. Get a job working in a local spa or health club in any capacity. This will look good on your résumé and give you experience working in health clubs.
2. jobs in this field are advertised in the newspaper classified section in areas hosting casinos. Look under the headings of “Spa Manager,” “Spa Director,” “Casino Hotels,” “Cruise Ships Jobs,” “Casino Jobs,” “Spas,” or under the name of a specific casino or casino hotel.
3. jobs may also be located online. Check out the Web sites of casinos and casino hotels. Many post openings on their sites.
4. Don’t forget to check traditional job sites such as Monster.com and Yahoo Hotjobs as well as job sites specific to casinos, casino hotels, the hospitality industry, and spas.
5. Send your résumé to casino hotel human resources departments.
6. Casino job hotlines may advertise job openings in this area. These are frequently updated messages listing jobs available. You can call each casino directly to get its job hotline phone number.
7. Join professional associations. Many have networking opportunities as well as job listings.
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