Manager, Spa

REQ15117 Manager, Spa (Open)

POSITION SUMMARY:

The Manager, Spa effectively manages and operates all Spa & Recreation facilities, delivering the unique brand standards and services set by the Company.

PRIMARY RESPONSIBILITIES:

• •Prepares annual business plans, business forecasts and marketing plans in conjunction with other business units and Senior Management
• •Ensures the Department’s operational budget is in line with the business level and costs are controlled
• •Maintains a strong menu of services with exceptional artistic, technical, and aesthetic value
• •Creates and adjusts variety of different treatment packages and programs
• •Creates and supports a culture of “up-selling” amongst the team and conducts trainings to educate and motivate
• •Works closely with Marketing Department to establish a promotion schedule
• •Stays informed about Spa & Recreation trends
• •Maintains daily records of purchases and provides regular summary
• •Prepares periodic reports with analysis to senior management on the activities and usage of the spa and recreational facilities
• •Supervises the day to day operations of the Spa & Recreation facilities
• •Establishes an environment that allows customer feedback to be disseminated to all levels of employees and incorporated into planning and operations
• •Conducts and holds regular Guest Activities or Programs to gain guest loyalty
• •Identifies customer requirements and expectation while personally handling all complaints and inquiries efficiently
• •Establishes rapport with guests in maintaining good customer relationships
• •Provides hands-on coaching, mentoring and guidance to the team members emphasising to the Training and Development for their succession
• •Pro-actively manages staff issues such as absenteeism, turnover, staff morale to maintain a positive, productive, innovative, customer oriented, quality culture amongst employees to ensure organisational objectives are met
• •Provides staff with positive feedback to encourage their performance and quality output
• •Formulates and updates policies and procedures for the Department
• •Ensures all team members understand and adhere to the established policies and procedures
• •Assists with the recruitment of new employees
• •Maintains consistent logs and reports on daily business to establish trends in the market
• •Develops a continuous maintenance plan to achieve facilities and equipment consistent presentation via regular inspections and audits
• •Attends meetings, as required, and needed
• •Ensures that confidentiality and/or discretion is maintained at all times regarding guest’s information and activities
• •Monitors cleanliness and hygiene of all areas of responsibility
• •Ensures that guests of Spa & Recreation facilities follow the rules and safety regulations
• •Promotes Health & Safety responsibility and awareness
• •Adheres to all Company policies and procedures

KEY PERFORMANCE INDICATORS:

• •Business Unit revenue/budget
• •Staff retention and development
• •Customer service meets and exceeds expectations
• •Hygiene standards are met
• •Achieves top tier of service standards. Attain and maintain FTG Five-star recognition

QUALIFICATIONS:

Experience

Minimum 5 years in a Spa managerial position preferably in a large Organisation

Education

• •University degree in a related discipline
• •Relevant Industry accreditations

Skills / Competencies

• •Strong Microsoft Office skills
• •Excellent interpersonal and customer service skills
• •Exceptional leadership and influencing skills
• •Possesses strong organizational and time management skills
• •Excellent command of English and Greek with business writing skills

PERPERSONAL COMPETENCIES:

• •Achieves agreed objectives and accepts accountability for results
• •Displays a high commitment to delivering results
• •Leads others to achieve business objectives
• •Communicates effectively
• •Displays the highest level of integrity
• •Ability to maintain discretion
• •Self-motivated
• •Approachable