Spa Experience Manager at One&Only Resorts

Job Summary 

• Responsible for ensuring the outstanding treatment standards in the spa are delivered according to ESPA and Hotel brand standards.  Assist the Spa Director in driving operating criteria whilst optimising financial performance through revenue generation and cost control.  Is an Ambassador for the spa and ensures outstanding five star guest relations are delivered at all times. Acts as a Duty Manager and oversees the personnel management of the Therapist team. 

Key Duties and Responsibilities 

Spa Sales/ Finance 

• Maximise revenue to all business centres in the spa by driving the therapist team to up sell treatments and retail. 
• Strive to exceed personal and team sales targets and objectives as set by the Spa Manager.   
• Responsible for producing monthly statistical reports and KPI’s, reviewing with the Spa Director and ESPA to identify business and revenue opportunities. 
• Calculate team incentives/commissions on a monthly basis, submitting to the Spa Manager for approval. 
• Closely monitor therapist utilisation and liaise with Head Receptionist on how to drive this with their team.  Ensure this stays at a reasonable level to avoid injury and sickness in therapists.  
• Play an active role in creating new initiatives in treatment and retail related events and promotions. 
• Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team.  
• Liaise with other hotel departments to maximise revenue opportunities. 
• Responsible for maintaining an effective professional stock control system including monthly inventory and placing orders to par level.  Monitor and control cost of sales through ensuring accurate product usage. 
• Treatment Standards 
• Consistently monitor treatment standards, up selling and retailing skills of all spa therapists, ensuring that all protocols and standards set by ESPA are adhered to. 
• Oversee training calendar with, linking this with business objectives, individual therapist needs and any changes to protocols. 
• Responsible for maintaining standards of cleanliness, hygiene and professional presentation of the treatment rooms and therapist preparation areas through regular spot checks and walk rounds.  

Guest Relations 

• Check arrivals ahead of time, corresponding room specific requests and guest preferences and ensures preferences are offered. 
• Oversight of the VIP and repeat guest coding and amenities. 
• Maintains Guest Profile notes in Spa Operating System 
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. 
• Interacts with customers a regular basis throughout the Spa to obtain feedback on quality of product, service levels and overall satisfaction. 
• Meet and greet guests on arrival 
• Records guest issues in the Glitch tracking system 
• Ensure the Leading Quality Assurance Standards are adhered to. 
• Correspondence with Agents as to guest’s arrival and departure experience, report any issues 
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. 
• Maintains high visibility in public areas during peak times. 
• Provides immediate assistance to guests as requested. 
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. 
• Analyses information and evaluating results to choose the best solution and solve problems as quickly and efficiently as possible prior to the guest’s departure from the Resort. 
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. 
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. 
• Encourages and builds mutual trust, respect, and cooperation among team members within the Resort. 
• Serves as a role model to demonstrate appropriate behaviours. 
• Develops specific goals and plans to prioritize, organize, and accomplish your work. 
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.. 
• Supports implementation of the customer recognition/service program, communicating and ensuring the process. 
• Ensures compliance with all policies, standards and procedures. 
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. 
• Understands and complies with security, health and safety policies and procedures. 
• Provides services that are above and beyond for customer satisfaction and retention. 
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. 
• Need to be confident in decision making and should be confident enough to get involved with service and the delivery thereof. 
• Serves as a leader in displaying outstanding hospitality skills. 
• Duty Management role will include liaising with residents & non-residents obtaining feedback on the SPA 
• Fulfil role as Duty Manager especially during peak business periods         
• Empowers employees to provide excellent customer service. 

Duty Management  

• Act as Duty Manager when assigned this role as part of the rota created by the Spa Director.  

When on duty: 

• Ensure the facility is adequately manned at all times.  Oversee the smooth running of all business centres in the spa.   
• Inform the relevant department head of any complaints or issues regarding the Spa’s facility, taking action or recommending amendments if necessary. 
• Responsible for Opening/Closing Procedures when on duty.  
• Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.  
• Attend hotel morning meetings, taking up to date revenue figures from the spa, communicating the day’s business, guests and any relevant activities to other department heads.  
• Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets.   

Personnel Management 

• Responsible for creating and maintaining staff rosters for the Therapist team according to business demands, ensuring adequate cover to maximise room occupancy. 
• Maintain staff moral and council/motivate where necessary. Record, report and always attempt to resolve grievances as quickly as possible. 
• Responsible for the recruitment, induction, training, development, performance appraisals and discipline of all Therapists, under the supervision of and in communication with the Spa Director. 
• Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover is maintained. 
• Hold monthly meetings with the Therapist team to communicate, motivate and be aware of staff needs. 
• Ensure the Head Therapist conducts effective inductions and on-going training for all Therapists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member. 

Operations/ General  

• Support the spa reception operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities. 
• Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner. 
• Ensure that the treatment area is well maintained, clean and free of clutter.  
• Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner. 
• Work a flexible rota, including evening, early and weekend shifts.  

Health and Safety  

• Regularly update training for all staff on Health and Safety Policy and ensure it is adhered to. 
• Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times. 
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards.   
• Looks after his/her assigned guests in all aspects and ensures 100% guest satisfaction.

Skills, Qualifications & Requirements 

• Minimum of 1 year as an ESPA therapist 
• Minimum of 2 years as Beauty Therapist in a 5 star spa/ hotel environment 
• Training in the ESPA SOP’s and protocols