Spa Manager

Spa Operations

Will be in charge of the daily spa operations which includes but not limited to guest complaints, therapist needs, telephone calls and Spa reception.
Complete Spa and Fitness tour to review standards, procedures, and operational status.
Coordinate scheduling of duty rosters, annual leave, and bank holidays for all colleagues.
Review treatment rooms which include treatment trolley, closets millwork, linens, treatment beds and equipment upkeep daily to ensure all standards are met.
Responsible for motivating retail sales and ensure that all sales are recorded accurately.
Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
Reading and replying to the many essential emails, regarding Spa, meetings, groups, and VIP’s.
Professional treatment room inventory checks.
Professional product inventory checks.
Accountable for all professional stock in the spa and storeroom.
Ensuring all therapists are booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential.
Keeping track of the training hours of the therapists.
Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear.
Inventory
Ensure purchasing requests are submitted once per month or once every three months for all professional products.
Ensure the end of the month inventory is completed in SpaSoft.
Assist in the evaluation of current products and new product lines for professional and retail use.
Finance
Ensure KPIs are updated at the end of each month.
Review the spa treatments turn away reports regularly to ensure the maximization of therapist time and that all financial objectives are being met.
Yearly budget preparation.
Monthly statistic reports preparation.
Calculate tips, retail commission day by day – appointment by appointment.
Oversee monthly incentives for the Spa colleagues.
Creates exciting incentive programmes for the team.
Ensure all professional invoices are accounted for and paid.
Check daily figures to keep on top of spa revenue.
Training
Conduct induction trainings for new therapists within the spa.
Signing off the spa monthly training calendar.
Refresher training for all therapists to ensure comfort in the treatment descriptions to guests..
Review that Standard Operating Procedures (SOP) have been taught and standards are met.
Review of all Departmental Learning Checklists for all therapists are in order and training hours are tracked. Update Training Matrix accordingly.
Continuous retail training for the entire team.
Organise mystery shoppers to help increase and stay consistent in terms of quality standards.
Keep your own knowledge in line with the industry.
1. Customer Focus:
Handling guest complaints in regard to treatments and therapists.
Co-ordinating Lifestyle Consultation form with guests where unusual medical circumstances could interfere with Spa treatments chosen.
1. Colleague Relations:
2. Administrative Duties:
Follow up on maintenance issues within the spa and treatment rooms in local system
Conduct weekly walk through with assistant chief engineer on outstanding maintenance issues.
1. Additional Duties:
New Treatment Development
Conduct bi-yearly reviews of the treatments and product sales for the spa and check if change is necessary.
Responsible for the development of new treatments.
Responsible to test and evaluate new product lines.
Sales and Marketing
Liaise with the Communications on journalist bookings.
Conducting interviews with journalists when is required.
Development of the new Marketing Plan and Event Planner.
Develop Spa promotional plan.