Spa Operations Manager

Main Responsibilities:

• Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences (LQE’s) and Company’s Pillars, on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Support company’s philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T. as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
• Perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Director of Spa.
• Overseeing of spa reception and retails, male and female relaxation rooms, changing rooms, heat and water experiences, linen room, preparation room and offices.
• Be the first point of contact for large groups. Manage the communication with group organizer. Offer competitive proposals. Coordinate appointments and update coordinator with itineraries. Finalize billing arrangements. On the day of event, be responsible for execution. Co-ordinate with other departments as applicable. i.e. F & B for lunch, hotel concierge for special requests
• Dealing with dissatisfied or disgruntled guests
• Spa Operations Manager takes reservations when necessary
• Ensure that mistakes are corrected and coach the staff member on the procedures that were performed correctly and those that were performed incorrectly
• Discussing the proper way to close out S&P charges for treatments and products and ensure that emails are handled efficiently
• Reviewing the spa soft for the day and the week to ensure that everything is booked correctly and efficiently for revenue maximization
• Reading through the many essentials e-mails that deal regarding spa, meetings, groups, and VIP’s. Also, replying to guest, vendor, sales and colleague emails.
• Verify individual spa concierge has complete and accurate financial report at the end of shift
• Answering questions from therapists regarding bookings and guest preferences
• Creating an effective schedule that meets the needs of the spa as well as works around the hours of the colleague’s availability. Verify accuracy of input in Spa Soft and room assignments
• Ensuring all therapists are being booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential
• To ensure operational flow, discuss any issues.
• Attend hotel daily briefing as and when the Director of Spa is not on the property

Skills Requirements:

• Previous experience in the same role in a luxury hotel brand / environment
• Guest-focused
• Functional and technical skills
• Problem solving ability
• Organized and excellent in time management