Vacancies Available at Kerzner International

Key Duties and Responsibilities

• To co-ordinate guests consultation records with the Therapists.
• Ensure that all relevant spa staff receives a print out of their daily schedule.
• To adhere to an agreed reporting system on a timely basis.
• To be responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work.
• Complete daily opening procedures and check lists per relevant area daily.
• Schedule reservations of Spa services for guests and monitor availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists.
• Assist with administration duties such as, purchasing, receiving and inventory reporting.
• To aim to give the clientele the best possible service, and make the client feel important.
• To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• To ensure that all administrative procedures run professionally.
• To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards are implemented and monitored within the spa.
• To have full retail knowledge of products and prices charged.
• Must attend all training courses as deemed necessary by the Head Receptionist/ Spa Manager.
• To participate in training and personal development programs within the Spa Department.
• To perform any other duties deemed reasonable by Management.
• To be responsible for preparing the reception for the next shift. Ensuring all messages has been passed on before leaving and that adequate supplies of all public information material are available.

Sales & Revenue Management

• Drive revenue of treatments and spa programmes through ensuring effective scheduling and yield management.
• Maximise sales by driving up selling and cross sales by the Reservations Team.
• Strive to exceed personal and team sales targets and objectives as set by the Spa Director/Manager.
• Assist the Treatment Manager where required, to produce monthly statistical reports and KPIs, reviewing with the Spa Director/Manager and ESPA to identify business and revenue opportunities.
• Play an active role in creating new initiatives in retail/booking incentives and cross selling promotions.
• Assist the Treatment Manager where required in calculating team incentives/commissions on a monthly basis, submitting to the Spa Director/Manager for approval.
• Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team.
• Ensure turn away business and repeat guests are accurately tracked by the Spa Sales & Reservations team through the Spa Software.
• Drive up selling of spa promotions whilst ensuring uptake is recorded.
• Liaise with other hotel departments to maximise revenue opportunities.
• Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day’s work.
• Responsible for maintaining an effective retail stock control system including monthly inventory and placing orders to par level.  Monitor theft activity as part of this process.
• Adjust par levels and retail sales focus according to business needs and consumer demand.

Guest Relations

• Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members.
• Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service.
• Conduct spa tours for VIPs, journalists and prospective members.  Act as an Ambassador for the spa at all times.
• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised.  Record any grievances and follow up accordingly, communicating with the Spa Director/Manager at all times.
• Ensure Spa Sales & Reservationists regularly record guest preferences, accurately updating guest profiles.

Duty Management

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

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 Spa Sales & Reservations according to business demands, ensuring adequate cover at all times.
• 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 Spa Receptionists, under the supervision of and in communication with the Spa Director/Manager.
• Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover is maintained.
• Hold monthly meetings with Spa Sales & Reservations Team to communicate, motivate and be aware of staff needs.
• Conduct effective inductions and on-going training for all Spa Sales & Reservationists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member.

Operations/ General

• Support the spa reservation 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 spa and reception area is well merchandised, 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 Spa Sales & Reservationists 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. 

Minimum Requirements

• Matric or equivalent
• 1-2 years’ experience within a spa or similar role in a 4/5-star property
• Computer literate – Microsoft word, excel and outlook(email)
• Strong interpersonal and organisational skills
• Flexibility to work shifts
• Strong communication skills; written and verbal with telephone etiquette
• Ability to work well under pressure and multitask

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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 

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KEY AREAS OF RESPONSIBILITY

SPA & RETAIL SALES

• Maximise revenue by driving the therapist team to up sell treatments and retail. 
• Monitor therapist retail targets, providing motivation and training to ensure personal and team targets are met.
• Assist Treatment Manager with monitoring and developing Active Retail within the Therapist team. 
• Maintain a sound knowledge of all treatments, packages and any promotions.
• Participate in demonstrations/events as required.
• Drive revenue of treatments and spa programmes through effective scheduling and yield management.

TREATMENT STANDARDS/OPERATIONS

• Perform treatments for VIPs, journalists and all guests as required and to an exceptional standard, acting as an Ambassador for ESPA treatment standards.
• Set an example by following ESPA brand standards during the guest welcome and consultation, throughout the treatment experience and through lifestyle recommendations.  Ensure treatment room set up and close down procedures are followed.
• Continuously update own knowledge of products and treatment brand standards, outside of formal training by ESPA. 
• Responsible for maintaining standards of cleanliness, hygiene and professional presentation of the treatment rooms and therapist preparation areas through daily spot checks and walk rounds, following up accordingly with team members.
• Support the Spa Reception Team where required including spa tours, reservations, guest check-in/out, retail and gift certificate sales.

GUEST RELATIONS

• Maintain the highest standard of guest service by following ESPA protocols and displaying genuine care and attention to detail.
• Regularly liaise with clients, VIPs and members to ensure satisfaction and gain feedback.  Build a strong rapport with VIPs and press as their personal therapist.
• Conduct spa tours and handle all enquiries for guests and prospective members.  Act as an Ambassador for the spa at all times.
• Ensure therapists consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
• Protect confidentiality at all times including personal data, medical details and any information provided in confidence by the client.

PERSONNEL MANAGEMENT/ TRAINING

• Be aware of staff moral, and council where necessary. Record, report and always attempt to resolve grievances as quickly as possible.
• Support the Treatment Manager in the recruitment, induction, training, development and supervision of all Therapist Staff.
• Alongside the Treatment Manager, hold monthly meetings with the Therapist team to communicate, motivate and be aware of staff needs.
• Responsible for team performance in relation to guest service, treatment standards, cleanliness/hygiene, personal presentation and sales targets.
• Conduct effective inductions and ongoing training for all Therapists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member.
• Support the Head Receptionist and Fitness Manager by providing treatment and product training with all spa staff.  Work closely with these department heads to ensure effective communication and a good working relationship between all business centres.

STOCK & INVENTORY

• Responsible for maintaining an effective stock control system including inventory and placing orders to par level.
• Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organised as per the spa standards.
• Carry out regular stock rotation within every treatment room and all preparation areas.
• Ensure the correct quantities of products are being used by therapists as specified by the manufacturer to control cost of sales.

HEALTH, SAFETY & HYGIENE

• Ensure the therapist team are maintaining the cleanliness, sterilisation and hygiene of all equipment, products and linens in the treatment and preparation areas, following ESPA protocols.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards.  Regularly update training for all staff on this area.
• Act responsibly at all times in relation to personal safety along with the safety of colleagues and guests of the spa.

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. 

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.
• Must adhere to training as set down by the Treatment Manager and attend all training courses as deemed necessary.
• 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.

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Key Areas of Responsibility

Housekeeping Duties/ Operations

• Set up and close down the spa as per the brand standards set down by ESPA and Hotel, using relevant  checklists.
• Carry out a regular walk through of the entire spa to ensure cleanliness, working facilities, adequate stock levels of guest amenities and linens, removal of dirty linen, candles lit and checking flower displays are fresh and presentable.
• Ensure client lockers are turned around quickly with the appropriate amenities and presentation.
• Removal of dirty linen from the spa without disturbing the client experience, delivering it to the relevant housekeeping area.
• Maintain the cleanliness and adequate stocking of the therapist preparation areas.
• Liaise with relevant F&B outlets to receive refreshments for the spa ready for opening and refreshing throughout the day.
• Aid therapists in setting up for treatments and clearing away afterwards.
• Assist all other members of staff at all times including therapists, reception support and gym staff.

Guest Relations

• Express courtesy to guests at all times, offering assistance where required.
• Maintain a good knowledge of treatments and services offered in the spa to assist with guest enquiries.
• Attend to guests in both the relaxation and waiting areas ensuring that they are comfortable as well as offering refreshments.
• Support reception by taking guest’s shoes and guiding them to changing rooms, as well as pointing out the location of heat experiences and relaxation areas and explaining their use.

Health, Safety & Hygiene

• Monitor the maintenance of all equipment and facilities within the spa and fitness area, reporting any issues to Duty Manager/ Hotel Maintenance.
• Responsible for pool plant testing during spa operating hours, ensuring chlorine and PH levels are at a safe level, recording findings to maintain an accurate record.
• Maintain the cleanliness of the entire Spa in particular the changing rooms, toilets, and showers plus relax areas. These should be kept in a neat, tidy and sanitary manner in accordance with ESPA and Health and Safety Standards.
• Receive training to ensure that all relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented within the Spa.

General

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director/Treatment Manager.
• Always be punctual and prepared in advance of starting work
• Perform any other duties deemed reasonable by management showing flexibility to cover areas outside the listed responsibilities.

SKILLS, EXPERIENCE & QUALIFICATIONS

• Able to read and write English
• Basic knowledge and understanding cleaning and cleaning tools