GENERAL MISSION
Promotes an esthetic beauty and tranquility environment of the Spa department as well as to promote the philosophy of the Zannier Hotels brand, and the Spa, reporting directly to the Resort or General Manager of the property.
Updated with the current Spa and wellness trends and be able to adapt to the guests demands, integrating to the Spa menu and wellness services while maintaining the Zannier Hotels Spa philosophy.
Set goals relating to the Spa department, always ensure the highest level of simple luxury customer service while sustaining revenue and cost of the operations for the Spa.
RESPONSIBILITIES AND MEANS
Monitor the flow of the guests and the Spa team for a smooth daily Spa operation.
Conduct Spa briefings on a regular basis should the Spa occupancy permits.
Consistently gather guests’ feedbacks and explain or act on negative ones.
Directly oversee and evaluate the Spa daily operations and work activities of the Spa team.
Lead the Spa reception to support the Spa team for guests’ inquiries and reservations.
Participate in daily briefings with the GM/RM of the resort, to have a good communication and cooperation with all departments.
ADMINISTRATIVE RESPONSIBILITES
Develop and implement Spa sales and marketing strategies, promotions for a profitable Spa department.
Zannier hotels and spa brand quality standards and ensure brand audit compliant.
Well versed of the Spa PNL as well as Spa analysis and KPI’s and to be able to interpret the results.
Prepare monthly reports: Spa analysis and KPI’s, check MC monthly expenditures and summary.
Profitably and effectively manage the Spa department monitoring all areas to control costs and increase business growth.
TECHNICAL RESPONSIBILITIES
Responding emails, confirming Spa reservations and providing the information for all inquiries related to the Spa department.
Knowledge and skills in Spa menu engineering, implement Spa pricing strategies and conducting competitors market surveys.
Design, develop and implement Spa collaterals, policies and SOP’s for the various Spa sections.
Resolve guest complaints regarding Spa staff performance and services rendered when necessary.
Help to search, outsource, suggests Spa and wellness practitioners to work in the property when needed.
Monitor Spa store stock levels, requisition equipment and product for operations and to maintain a good balance of quantity of Spa products without wastage.
Suggests and implements health and safety procedures and assure compliance for both staff and guests.
Provides hands on theoretical and practical trainings of Spa treatments and services and continue to coach the Spa team.
Liaise with concerned department for any defects, maintenance and cleaning needed.
Consistently monitoring the Spa facilities condition and equipment hygiene is strictly maintained, keeping an immaculate level of cleanliness with a good eye for details.
Possesses broad knowledge and skills of different traditional massages as well as other Spa treatments such as beauty treatments, facials, body wraps and scrubs as well as wellness activities.
Search and suggests appropriate Spa products to be used and signature refreshments in the department.
Creates and plans signature treatments, other Spa treatments needed and wellness services, utilize them in the Spa menu, revises and updates when necessary.
HUMAN RESPONSIBILITIES
Coaching, mentoring and training the Spa team to maximize sales through excellence in customer service standards.
Spa Wellness Manager key points include: recruitment, training, motivating, directing and evaluating Spa staff.
Implement Spa SOP’s, HR policies, procedures and the staff handbook to the Spa team.
Help to conduct Spa team recruitment and facilitate hiring process to determine a talent fit Spa team member to recruit as well as orientation and training of the new Spa team member.
Be spiritual and conscious of the true meaning of SPA, balancing not only the cultivating of a successful business, but be aware of the responsibilities of the Spa team and guest’s health and wellness.
Establish objectives and evaluate Spa staff performance as per HR policy.
Spa Management and development, Spa team leadership, employee retention and productivity.
Create and lead a successful Spa team that performs excellently together, with respect and mindfulness for each other keeping the Spa team aware of the Spa’s philosophy and company’s vision and mission.
RELATIONS
Establish a good rapport to all guest, promote and encourage them to utilize the Spa.
Cooperate, communicate and work with other departments of the property working together as a team.
Establish and maintain a good working relationship with the Spa team.
LIMITS OF AUTHORITY
Delegate a Spa team to make monthly reports such as individual commission and tips, treatments performance monthly report.
Give disciplinary action as per HR policy and labor law when necessary.
Approve, amend and assign Spa team day offs, all types of leave and implement holiday calendar.
Guide the Spa team to provide quality service and performance of the Spa team is at norm within their job description as well as monitoring the Spa team behavior accordingly.
Delegate work schedules, guests’ bookings and assignments for Spa team, according to the established department.
OTHER RESPONSIBILITIES
Work as company task force upon mutual agreement.
Help plan the Spa department for other properties upon mutual agreement.
Research and suggest appropriate Spa equipment’s, amenities and products for the Spas.
