SCOPE
To take 100% responsibility for assisting the Front Office & Concierge Manager to manage a
successful hotel spa via leading the spa team effectively to deliver and exceed the guests’
expectations and maximise profitability in accordance with hotel’s spa vision, core values and all
related brand standards, procedures & policies.
MAIN RESPONSIBILITIES
Operating:
• To perform treatments
• To oversee the spa and have a clear understanding of, and to always work in line with, all
related standards, core values, visions and goals of Hotel’s Spa.
• Provide a service that is responsible, continuous, spontaneous, personal and genuine. This
requires a very high level of communication and social skills to take responsibility for the whole
team.
• Actively contributing in and directing all meetings as necessary.
• Take responsibility for ensuring maximised booking & service delivery of guest journey
by concierges & therapists from beginning to end.
• Take full responsibility for assisting the Front Office & Concierge Manager in reviewing
all suggestions and comments from staff and guests and making necessary adjustments.
• Full responsibility for assisting the Front Office & Concierge Manager monitoring all
facility and service standards and keeping him/her up to date of any operational opportunities.
• To deal with problems, enquiries and complaints from Spa clientele and informing the Front
Office & Concierge Manager.
• To ensure that the Health and Safety Policy and Procedures are implemented and
monitored in particular with relation to cleanliness and hygiene.
• To maintain and update equipment, product, service and standards as required.
• To take care of Spa & Pool/gym guests and members in an individually focused and conscious
way. To know and remember their names, preferences and to acknowledge and make them feel
cared for in the spa.
• To ensure all spa team members are following the training & procedures for the guest
journey and that sales of treatments and products are maximised.
• To ensure that a high standard of cleanliness is maintained throughout the facility at all
times.
Finance
• To assist in achieving agreed commercial targets at the spa through the planned
coordinated development of the facility and the implementation of the treatment and activity
programme.
• To liaise with the Front Office & Concierge Manager on forecasts, stock levels,
requisitions, budget, targets etc. and ensure a par stock level appropriate to business demands.
Recruitment and Training
• To motivate, encourage and drive the team, and to maintain the correct level of
professional and qualified personnel, overseeing all facilities and activities within the spa.
• To be responsible for instigating progressive, professional and well organised training and
assessment of staff and to conduct performance appraisals as required. Oversee weekly
schedules, attendance sheets, and sick leave and holiday arrangements.
• Supervise spa therapists, concierges & attendants, answering queries and identify training
needs.
• Develop the therapists’ roster and assist the concierges with the appointment schedule.
• Ensure the spa’s operating procedures and policy manuals are implemented and updated as
required and assist with the development and updating of the spa menu.
Reporting
• Assisting the Front Office & Concierge Manager tracking and developing statistical
reporting.
• Keeping accurate and up-to-date records and statistics on the spa employees.
Purchasing:
• Will take full responsibility for assisting the Front Office & Concierge Manager to monitor
operating supplies for the spa department and to generate necessary purchase requisitions.
REQUIREMENTS
Impeccable grooming and articulation.
Warm, friendly & confident personality.
Self-motivated.
Minimum 3 years relevant experience.
Internationally recognised massage certificate (an advantage).
Internationally recognised beauty therapy certificate (an advantage).
Experience with advanced cosmetology. (an advantage)
First aid and CPR certificate (an advantage).
