Spa Assistant Manager at Four Seasons Hotels and Resorts

Job description

Please note that South African Work Authorization, or citizenship, will be required to apply for this role.

MAIN PURPOSE OF THE JOB

• To ensure the smooth daily operation of the Spa Department through leadership and management of the Spa team.
• To work alongside supervisors in the Spa to ensure that all Spa employees are adhering to all Four Seasons standards and objectives for the Spa department.
• To manage the reception team to ensure a seamless operation and to ensure that financial controls, including the auditing of all financial transactions are in place and adhered to.
• To ensure that the guest experience is an exception one that maintains the performance benchmarks of Medallia, LQA and other monitoring bodies.
• To assist with the creation and achievement of marketing and achievement objectives, through training and coaching the team, to ensure the financial success of the Spa department.

REQUIREMENT & EDUCATION

• Spa Supervisory or Assistant Manager experience required of at least 2 years in a five star establishment.
• Reading, writing and oral proficiency in the English language.
• Thorough knowledge of Spa service, Spa Software and five star Spa experienceTertiary Education

Duties & Responsibilities Include

• To assist in achieving agreed commercial targets at the Spa through the active and appropriate promotion of Spa treatments and products to all Spa guests by all Spa employees.
• Development of the Spa Lifestyle Membership program, which would include marketing, sales, point of contact for all lifestyle members and to accompany the members throughout their contract.
• Establishing contacts and introduction of Personal Trainers to be utilised for Spa Lifestyle Memberships.
• To be responsible for motivating and driving sales and establishing targets which are achievable and realistic. To monitor individual performance of targets by each employee and to coach and mentor individuals to see improvement and achievement.
• To work together with Spa Management to oversee all areas of the retail offering in the Spa, including budgeting, stock level control, requisitions, team targets, month end inventory control and reconciliation etc. and ensure a stock level is maintained at all times that is appropriate to the business demands.
• To manage the reception team to ensure a seamless service operation for guests and to ensure that financial controls, including the auditing of all financial transactions are in place and adhered to. To provide training and support to ensure that all Receptionists are aware and adhering to strict financial controls, including PCI compliance procedures and are able to investigate and remedy any discrepancies.
• To maintain and implement the reporting procedures and control system established by the Hotel. To regularly evaluate these to ensure their adherence and to work closely with the finance department with a full understanding of how the day to day transactions are monitored and audited.
• To monitor all equipment, fittings and furniture in the Spa and ensure that these are maintained and updated as required.
• To complete daily walk-throughs to ensure maintenance and housekeeping issues are handled in a timely manner.
• To ensure cleanliness and hygiene of all areas of the Spa, including locker rooms, shower suites, therapy rooms and to take action as needed.
• To work together with Spa Management, when needed, to deal with enquiries, problems and complaints from all guests, and taking action as appropriate, to ensure the full resolution of all Guest Experiences to the complete satisfaction of all guests.
• To hold and attend all meetings deemed necessary in the interest of the Spa business and seen fit by the Spa Director.
• To be fully aware of the reception and attendant operation and be able to run a shift in either position should the need arise or when requested to do so.
• To be fully aware of the operational processes of the therapists other than doing the treatments, and be able to assist at any time required. Such as resetting treatment rooms, making beds etc
• To oversee the reception staff, including their scheduling, breaks, training and support to ensure that the Spa reception is running efficiently and effectively.
• To ensure that Spa attendants shifts are fully covered and that the team are adequately supported to maintain the Spa to the highest standard and attention to detail.
• To work together with the Learning Coaches to provide updates to manuals and workbooks to ensure that all operational procedures are correct and are carried out in the prescribed manner.
• To ensure the proper induction and on-going training of all therapists, receptionists and attendants. To work together with Spa Management to conduct on-going staff assessments, core standards testing and appraisals.
• To work closely with the Therapist leaders to ensure that therapists are scheduled efficiently and to arrange therapist cover with anticipation of the business needs, while ensuring the control of labour levels.
• To promote and sell the services of the Spa, to motivate and encourage the Spa team to promote and sell the services of the Spa and to maximise the potential of all sales.
• To motivate, encourage and drive the team, helping them to achieve their own career goals, with the aim of retaining the team and maximizing employee engagement.
• To oversee weekly schedules, attendance sheets, sick leave and holiday arrangements, ensuring that all absences are updated and that all personnel clocking systems are updated and accurate.
• To assist the Spa Director with interviewing, trade test and the staff appraisal process.
• In conjunction with Spa Management, help develop the strategy of the future of the Spa and Spa services, assist with the development and refinement of the menu of services, retailing, merchandising, marketing and product development at the Spa.
• To work together with Spa Management as new concepts are introduced to the Spa offer, such as Memberships and third party service providers, ensuring that the team is clear on these offers and that they are presented in a professional fashion to guests.
• To remain updated and aware of innovations within the Spa industry, to regularly undertake competitive analysis, including visits to Spas and use the information gained to where appropriate within the Spa.
• To be flexible within job role and perform other tasks or projects as assigned by Spa or Hotel management should they be deemed necessary.