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Job Description
Role And Responsibilities
- Always demonstrate sincere customer focus and true appreciation for the guest experience.
- Develop and maintain adequate professional product program.
- Develop and maintain retail product program.
- Ensure all dealings with guests at the spa and health club area to meet or exceed the hotels operating standards.
- Ensure all areas of the Spa are kept clean and well maintained at all times.
- Ensure compliance with all legislation governing the operation of a Spa facility.
- Ensure the guest experience is relaxing and in accordance with the hotel's standards.
- Ensure the health and safety of guests and employees are paramount at all times.
- Ensure consistent Spa experience development to ensure that innovation and uniqueness is maintained.
- Ensure proper inventories of all operating Spa equipment are conducted in line with audit standards in order to effectively manage operational cost.
- Ensure that the Spa team adhere to all hotel’s and company operational and service standards.
- Ensure that spa department follows business conduct and ethics.
- Ensure that spa department follows hotels policies and procedures including health, hygiene, emergency and Fire prevention.
- Ensure that the spa department follows safety and maintain confidentiality for all guests and colleagues at all times.
- Ensure all spa, health club and wellness equipment is maintained in good working order at all times.
- Ensure that all stock and cash items are kept safely under lock and key.
- Able to provide guidance, encouraging teamwork and facilitating related professional work processes.
- Able to achieve high performance and operational standards.
- Able to liaise with internal and external parties at the appropriate levels to ensure smooth flow of the spa operations.
- Able to handle any guest complaints or special requirements.
- Able to promote and sell spa programs to groups, conference guests etc.
- Able to the spa and wellness programs.
- Able to implement and monitor up-selling strategies to maximise spa and health club operational revenue.
- Able to analyze and interpret the needs of clients and offer appropriate options, solutions and resolutions.
- Be the single point of contact for Dignitaries, VIP and VVIP guests and co-ordinate their Spa experience.
- Responsible for checking and overseeing all guest settlements like cash, CC, room settlements etc.
- Responsible to identify and target specific market segments for potential corporate clientele to promote Spa services.
- Responsible to develop strong product quality and treatment measures.
- Responsible to monitor and analyse the products and services of competitive Spas, to maintain a competitive advantage.
- Responsible for the department training Plan and conduct hands-on training for the new recruitment.
- Responsible for reviewing all guest feedback results and implement improvements to ensure guest satisfaction.
- Responsible for spa employee’s weekly duty schedules and staff duty charts.
- Coordinate with the engineering department to ensure proper repair and prevent maintenance works of all spa equipment.
- Coordinate with the engineering department to ensure proper repair and preventive maintenance works of all health club equipment.
- Regularly monitor all equipment for the proper functioning in the Spa and health club area to ensure maximum guest satisfaction.
- Prepare annual budget and business Plan to ensure Spa operation is adequately represented.
- Recruit and train Spa employees in accordance with hotels or resort sop and guidelines.
- Monitor and review Spa employee’s performance regularly and provide required guidance.
- Manage spa inventory effectively, and follow hotels purchasing standards to ensure audit compliance.
- Hold regular staff meetings to keep staff up to date on all aspects of the Spa’s operation.
- Gather information and remain fully informed of local and international trends in Spa operations.
- Attend daily morning HOD meeting.
- Perform a regular inventory of Spa par levels for retail and operational stocks.
- Raise store requisitions of all retail and operational items as and when required.
- Perform any other duties that management may reasonably require.
- Contacts and performs initial interviews with individuals who are eligible for health coaching programs.
- Provides necessary coaching to reduce or eliminate behaviors that are considered high-risk.
- Supports the operational aspects of the employer in order to promote client satisfaction.
- Develops and conducts seminars and conventions for family members, clients or even employees who are interested in learning more about health and wellness.
- Creates and distributes health education materials such as brochures to clients.
- Develops care plans that are custom-tailored to individual clients.
- Coordinates with clients’ other healthcare providers in order to provide a well-rounded experience.
Job Requirements
- Passionate about the Spa and Fitness world.
- Willing to deliver the best service and experience to our guests.
- Demonstrated strong leadership, team, and communication skills are essential.
- Strong working knowledge of MS Office.
- Strong working knowledge of Spa, Membership and recreational software.
- Fantastic counseling and listening skills.
- Superb organizational and time management skills.
- Excellent decision-making skills and communication.
- Ability to work under pressure in a fast-paced environment.
- Compassionate nature with the ability to make patients feel at ease.
- Great management and leadership skills.
Education:
- Bachelor’s degree in Business Administration/ Bachelor’s degree in a field such as health education, nursing, athletic training or nutrition,
- Degree / Diploma in hospitality management.
- Vast knowledge regarding topics such as weight management, nutrition, pre- or post-natal care, reducing stress, handling chronic conditions and more.
Experience:
- Minimum of 3 to 5 year’s experience as a Spa Manager luxury hotel or a well established SPA brand.
Preferred Skills:
- Excellent customer service skills
- Great decision making and problems solving skills