What will I be doing?

• Create and execute an annual sales, marketing, social media, and community engagement plan that promotes the Sedona Spa to current and prospective members, resort guests, HGV owners, local residents, and community partners through campaigns, packages, referral opportunities, seasonal offers, on-property promotions, approved digital content, events, member benefits, and wellness education. 
• Establish measurable financial and operating goals; manage membership sales, treatment revenue, retail sales, utilization, average ticket, capture rate, payroll, product cost, inventory, discounts, budgets, forecasts, purchasing plans, and variance explanations; and implement corrective actions to improve revenue, profitability, and cost control. 

• Ensure effective retail execution, including product presentation, merchandising, inventory management, promotion of retail sales, reconciliation of monthly sales reports, retail inventory controls, and clear performance goals for retail sales.

• Maintain accurate and current membership records, including member status, contact information, billing details, benefit eligibility, freezes, cancellations, renewal dates, monthly dues, annual fees, failed payments, past-due balances, adjustments, refunds, reconciliation, and follow-up in coordination with Finance and approved systems and procedures. 
• Develop and evaluate member and guest communications, events, wellness programming, open houses, community activations, and promotional experiences that sustain interest, deepen relationships, promote member benefits and renewal opportunities, and generate incremental revenue. 
• Lead daily spa operations, including staffing, scheduling, service standards, treatment protocols, front desk execution, reservations, retail execution, inventory controls, opening and closing procedures, payment oversight, and facility readiness. 
• Recruit, onboard, train, coach, schedule, support, and recognize spa providers and support Team Members; establish clear expectations for productivity, service quality, consultation, rebooking, retail recommendations, member engagement, open communication, wellbeing, inclusion, belonging, trust, and respectful leadership consistent with HGV’s People First philosophy. 

• Ensure all required staff trainings are completed and documented in accordance with Company, departmental, safety, and regulatory requirements.

• Maintain hazard communication practices, including proper maintenance, storage, and accessibility of Safety Data Sheets (SDS) for products used within the department.

• Maintain documented provider license and credential verification, required establishment licenses, permits, postings, records, sanitation practices, infection-control procedures, health and safety requirements, and inspection readiness applicable to services offered; coordinate promptly with Human Resources, Risk Management, and property leadership when a compliance concern is identified. 

• Maintain sanitation, infection control, and required postings in accordance with Arizona State Barbering and Cosmetology Board regulations.

• Work with Engineering and Housekeeping to maintain a clean, safe, functional, compliant, and guest-ready facility; document, escalate, and follow up on equipment, maintenance, sanitation, infection-control, or life-safety concerns. 
• Respond to member and guest concerns professionally and promptly, identify recurring themes, and implement service-recovery and continuous-improvement actions. 
• Perform other related duties as assigned. 
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.