Cluster Recreation

2 months ago

Dubai, United Arab Emirates InterContinental Full time

Do you see yourself as a Cluster Recreation & Spa Manager for InterContinental Hotels Group® Dubai Festival City?

The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 1100 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

A little taste of your day-to-day
- Supervise the spa and recreation personnel across the cluster, including supervisors, therapists, receptionists, gym staff members, and lifeguards.
- Maintain and elevate the standards of service and cleanliness across all spa and recreation facilities.
- Ensure that all spa and recreation areas within the cluster adhere to the highest health, safety, and sanitation standards.
- Ensure the implementation and compliance with the company’s fire, life, and safety requirements
- Monitor appointment scheduling, inventory, and equipment maintenance.
- Develop spa service menus and packages in alignment with guest preferences and industry trends.
- Conduct market and competitor analysis to stay ahead of the competition in terms of service delivery.
- Handle guest complaints and refer to them as necessary, follow up on corrective/preventive action. Pay attention to detail on special requests by maintaining an updated database on guest profiles, captured through glitches/preferences.
- Assist in planning for future staffing needs and recruiting in line with company guidelines, prepare and administer a detailed induction program for new staff aligned with the aim to have a great start.
- Assist in maintaining a comprehensive, current, and guest-focused set of departmental standards and procedures and oversee their implementation.
- Ensure that a training needs analysis of the team is carried out and training programs are designed and implemented to meet those needs. Carry out probation and formal performance appraisal discussions in line with company guidelines. Coach, counsel, and discipline staff, providing constructive feedback to enhance performance and maintaining good relations by regularly communicating with staff.
- Appraise the appearance, discipline, and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
- Organize and conduct regular meetings for the reception team to facilitate communications and smooth operations.
- Address guest inquiries, concerns, and feedback promptly and professionally.
- Implement innovative strategies to continually enhance the overall guest experience.
- Develop and manage budgets for the spa and recreation facilities across the cluster.
- Regularly analyze financial performance, revenue, and expenses, proactively making adjustments to optimize profitability.
- Review weekly and monthly revenue and cost budgets with Director of Rooms
- Identify opportunities for revenue growth, such as promotions and package deals, catering to guests from each hotel.
- Collaborate with the marketing team to create and execute comprehensive marketing strategies.
- Oversee the inventory of spa products, recreational equipment, and supplies for the entire cluster.
- Efficiently manage stock levels and reorder supplies as needed to meet guest demand.
- Prepare comprehensive reports on the performance of the spa and recreation facilities, encompassing financial metrics, attendance figures, and guest satisfaction scores across the cluster.
- To ensure collateral, point of sale and digital promotions reflect the quality and integrity of the Intercontinental brand
- Ensure that all new joiners receive full induction program in line with guidelines defined by IHG, Brand Standards, Hotel’s Policy and Procedures to allow them to carry out their role
- Regularly review and monitor all therapists’ treatment performance against standards set in the treatment manual.
- Carry out or organize all in house training on a regular basis in all areas.

What we need from you
- A bachelor's degree in Business Administration, Hospitality Management, or a related field is preferred.
- Extensive previous experience in spa and recreation management or a similar role, ideally within a multi-hotel environment.
- Exceptional leadership and interpersonal skills.
- Outstanding customer service and communication abilities.
- Kn

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