Spa Manager

3 weeks ago


Dubai, United Arab Emirates SENSASIA Spas Full time

**JOB TITLE : Project Spa Manager**

**JOB PURPOSE**

This job plays a vital role in the daily operations and financial performance of our business as well as maintaining our brand standards and enhancing our relationship with hotel partners. Responsible for driving sales and overseeing the implementation and execution of key business initiatives for SENSASIA Spas. Oversee the day-to-day activities of the spa to ensure customers are consistently treated to an outstanding customer service experience and that the operations run smoothly, efficiently and profitably in line with agreed budgets. The Spa Manager is responsible for enlivening our SENSASIA brand, managing their team; ensuring that all policies/procedures have been clearly communicated and are adhered to, maintaining positive employee relations, and last but not least, ensuring that the spa is staffed with team members who can deliver best practice and high standards in all areas and services.

**KEY ACCOUNTABILITIES include but are not limited to**:
**CUSTOMER SERVICE**
- Lead, direct and supervise spa team in creating an outstanding experience for all guests, ensuring they are greeted in a professional, friendly, and timely manner.
- Handle all guest complaints ensuring they are dealt with efficiently and in confidence, initiating corrective actions if required, and communicating with Hotel Supervisors as required.
- Empowers and inspires employees to provide excellent customer service in line with SENSASIA’s high standards and the Hotel Partners' expectations.

**OPERATIONS**
- Analyze booking schedule and ensure all bookings are fair and both rooms and staff utilized to the maximum and communicate with reception staff any challenges or changes to be addressed.
- Responsible for consistent and timely opening and closing of the Spa ensuring the security of the Spa facility at the close of each day in line with company requirements.
- Manage and control preventative maintenance of all spa equipment and coordinate the on-site maintenance engineers.
- Support monthly stock take in line with Hotel partner policies and SENSASIA procedures.
- Perform regular spot checks of all Spa areas and provide ongoing feedback and training to relevant team members to ensure the highest standards of cleanliness are maintained.
- Ensure all linen and robes are clean & of high quality and coordinate with the relevant department any challenges or lost/damaged items.
- Ensure all team members are informed on the hotel as well as SENSASIA initiatives.

**FINANCE**
- Ensure that the spa operation budget is strictly adhered to maximizing revenues and minimizing expenses - providing ongoing commentary on performance vs. target.
- Effectively manage and control all purchasing and expenditure as budgeted, providing purchase orders for all goods and services to the relevant departments for authorization.
- Monitor all required monthly reports in relation to revenue & expenses and take early action to motivate team members to increase sales.
- Achieve financial objectives by monitoring daily bookings and strategic scheduling, weekly reports, and maximizing results in the area of sales, merchandising, and operations.
- Analyse monthly KPIs to create work schedules to ensure business targets and sales are being met - providing commentary on performance at month-end.

**SALES & MARKETING**
- Ensure the Spas teams are well briefed and tested on running and upcoming marketing offers and promotions for the Spa and have a basic knowledge of what is happening within the hotel.
- Maintain and update all necessary internal and external signage and promotional literature when necessary communicating with the relevant department where required.
- Suggest business decisions by staying on top of Spa industry trends and communicating the same to the SENSASIA Corporate Team for review.
- Consistently develop, promote, and grow retail sales and services through training, tools, and monitoring.

**HUMAN RESOURCES**
- Ensure all spa therapists are fully trained and competent to undertake the treatments offered.
- Be aware of staff morale and communicate any challenges or concerning behavior to the relevant department & and counsel staff where necessary.
- Record, report, and always attempt to resolve grievances as quickly as possible.
- Complete monthly rotas one month in advance for all spa staff ensuring that staffing levels are maintained to meet customer demands and within agreed budgets to maximize revenue generation and profitability.
- Coach and guide all team members in scripts, best sales practices, and information needed in order to do their job with the objective of reaching targets.
- Conduct ongoing, regular one to one, on-the-job training, and guidance for all employees as necessary.
- Authorize annual leave for all spa staff, accommodating requested annual leave where applicable in accordance with hotel leave procedures.
- Conduct appraisals as requested by the relevant departmen


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