OBJECTIVE OF THE POSITION:
• Strongly involved in the development of the Wellness strategy, source external partnership, upsell with wellness agencies and in- house guests.
• Capacity to travel and meet external partners outside the resort.
• Promote and establish strategies for the sale of products and services, in addition to managing and suggesting last- minute promotions.
• Be responsible for implementing the sales strategy in the Spa, being responsible for attracting the largest number of bookings, in order to meet the established sales objectives.
• Oversee Spa sales, taking the necessary actions to promote the sale, dissemination and promotion of Spa treatments and services.
• Efficiently organize the Spa‘s resources, in order to pursue the targets set by management.
MAIN RESPONSIBILITIES:
SALES & DEVELOPMENT
• Sale and upsell the Wellness concept in place with guests in- house and with worldwide wellness agencies.
• Seek local strategic partnerships that are aligned with the brand&039;s philosophy and which can provide greater value to the local product offered.
• Search and analyze information on the competitors to maintain the positioning of the Spa & Wellness.
• Define with GEXD the service and product offerings for the Spas and ensure that they are properly implemented and executed
OPERATIONS
• Spreading awareness of the YHI Spa & Wellness concept by means of presentation meetings with stakeholders (departments in the Hotel, membership department, suppliers, travel agencies, etc.).
• Be aware of all material and household supplies and expenditure and encourage staff to avoid unnecessary waste.
• Producing monthly and annual activity reports for the department.
• Assist on day to day the guests in- house with the wellness purchase, follow up with other departments the correct execution and guest satisfaction.
• Due to the cyclical nature of the hospitality industry and report deadlines, employees may be required to work varying schedules to meet the business needs of the hotel and report deadlines. This may include weekends and holidays.
• Due to the cyclical nature of the hospitality industry and report deadlines, employees may be required to work varying schedules to meet the business needs of the hotel and report deadlines. This may include weekends and holidays.
CUSTOMER EXPERIENCE & QUALITY
• Producing Spa & Wellness services protocols and standards, supporting implementation and ensuring that the team knows and understands all manuals and departmental programmes and standards.
• Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that apply to their department.
• To ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Be knowledgeable and share with their team the Voice of the Customer goals and ensure their fulfilment, creating and defining improvement plans if necessary.
• Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
FINANCE
• Analyze the reason for deviations, participate in the definition of corrective actions and promote the implementation of corrective actions within the department.
• Participate in the preparation of projections by providing information on the department.
• Collaborate on departmental review points during audits and establish action plans to address the reported issues.
• They are aware of the hotel’s economic results, as well as the impact of the department on them. Convey detailed information to their team.
• Ensure compliance with the applicable regulations in the daily processes of the department, which affect the department&039;s performance and internal control.
• Participate in the preparation of the department&039;s budget according to the set guidelines.
• Follow up on the defined budget, ensure compliance with it, and report any deviations that may occur within the department. Participate in the definition of the necessary corrective measures to minimize negative impacts and monitor them.
HUMAN RESSOURCES
• Identify high potential staff and actively participate in the development of the team and trainees.
• Manage payroll payments together with HR (overtime, days off, night work, etc.).
• Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, E- Melia, development plans, Very Inspiring People, Graduates Programs, Code of Ethics...).
• Annually review the training plan in order to propose training actions based on the needs of the team.
• Inform HR of possible extensions, termination of contracts and any other incident in the performance of their work that could lead to a warning or sanction.
HEALTH & SAFETY
• Logs security incidents and accidents in accordance with hotel requirements.
• Embrace the responsibilities assigned in the Centre&039;s Self- Protection Manual or local equivalent in other countries.
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures. Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Ensure compliance with the Occupational Health and Safety Procedures and Instructions.
• Be knowledgeable of the hotel’s evacuation plan.
