The Assistant Spa Manager oversees all spa operations to ensure full compliance with local regulations and observe quality control in all aspects. The individual practices exceptional guest service and makes sure all colleagues do the same. The individual assists with monitoring and record keeping of spa sales, costs, and profits; participates in and promotes marketing activities; communicates regularly and efficiently with management on all operational aspects. The individual is responsible for supervising colleagues and troubleshooting any issues that arise, assisting with recruitment, orientation, training, performance evaluation and discipline.
Job Responsibilities:
Deliver Service Excellence
- Oversee spa reception, reservations, retail and back of house areas
- Address guest complaints with empathy and courtesy, always finding a resolution to ensure complete guest satisfaction
- Handle correspondences and phone calls
- Verify completeness and accuracy of financial report at the end of shift
Deliver Operation Excellence
- Ensure smooth operational flow
- Maintain database of guest preferences
- Follow up on spa packages, special requests and VIPs
- Responsible for all guest supplies and non-product supplies orders
- Responsible for retail sales and retail inventory management
Manage Self and Team
- Organise and conduct monthly trainings for spa colleagues
- Develop, implement and conduct spa induction programs
- Deal with disciplinary issues of spa colleagues
- Create an effective schedule that meets the needs of the spa
- Assist with the recruitment and selection process of spa colleagues
- Liaise with Director of Spa and Wellness on retail initiatives and incentives
Talent Profile:
- Diploma in Spa & Wellness
- 3 to 4 years of experience in a luxury spa or similar field
- Knowledge of the spa industry
