Spa Manager

Job Purpose
This position is responsible for the daily leadership of the spa operations to optimize guest satisfaction as well as to ensure that all productivity and expense controls are followed and all revenue opportunities are capitalized upon.

Key Interactions

Internally
• Engineering
• Finance
• Housekeeping
• IT
• Reservations
• Sales & Marketing
• Talent & Culture

Externally
• Guests
• Visitors
• Suppliers
• Vendors

Primary Responsibilities

Business Performance

• Assist in the development of annual budgets and short to long range strategic planning for the operation of the spa

• Ensure that the spa operates cost effectively and efficiently, review expenditures to ensure that they are kept within operating budgets

• Review daily productivity and measure spa actual performance to budget

• Generate monthly facility productivity report

Spa Operation

• Ensure the establishment and execution of all departmental goals

• Assist in the development of the spa's standard operating procedures and policy relating to safety and emergency procedures. Ensure that all team members have a complete understanding of and adherence to the policies

• Meet with group meeting planners to show spa facility and programs. Promote and sell customized spa programs to conference groups as required

• Provide and take responsibility for the professional delivery of all information via emails, telephone and in person to all potential spa guests

• Work with the Marketing and Communications department regarding all aspects of spa promotions. Assist in the implementation of marketing plans and public relations program

• Maintain thorough knowledge of competitors, including location, product offering, pricing, promotions and sales techniques

• Monitor scheduling of all services and special programming

• Establish professional business relationships with all vendors

• Review purchase requisitions and forward to Director of Rooms for approval

• Review and approve all invoices before payment

Team Management

• Interview, select and recruit Spa Therapists

• Identify and develop team members with potential

• Conduct performance review with the team

• Constantly monitor team members’ appearance, attitude and degree of professionalism

• Prepare detailed induction programs for new employees

• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

• Prepare payroll and gratuity reports

• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all hotel services/features

• Be fully conversant with hotel fire & life safety/emergency procedures

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the Management

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in the Spa operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

* Span of Control
Nature
Budget responsibilities
Revenue responsibilities
Headcount

• Diploma education
• Certification in massage therapy or aesthetics from a recognized school
• Minimum 2 years of experience in a supervisory position in a spa or related field
• Good reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel & Word

Competencies
• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times

- Follow the company's regulations

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