About this role
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