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.