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