Manager, Spa

REQ15117 Manager, Spa (Open) POSITION SUMMARY: The Manager, Spa effectively manages and operates all Spa & Recreation facilities, delivering the unique brand standards and services set by the Company. PRIMARY RESPONSIBILITIES: Prepares annual business plans, business forecasts and marketing plans in conjunction with other business units and Senior Management Ensures the Department’s operational budget is in line with the business level and costs are controlled Maintains a strong menu of services with exceptional artistic, technical, and aesthetic value Creates and adjusts variety of different treatment packages and programs Creates and supports a culture of “up-selling” amongst the team and conducts trainings to educate and motivate Works closely with Marketing Department to establish a promotion schedule Stays informed about Spa & Recreation trends Maintains daily records of purchases and provides regular summary Prepares periodic reports with analysis to senior management on the activities and usage of the spa and recreational facilities Supervises the day to day operations of the Spa & Recreation facilities Establishes an environment that allows customer feedback to be disseminated to all levels of employees and incorporated into planning and operations Conducts and holds regular Guest Activities or Programs to gain guest loyalty Identifies customer requirements and expectation while personally handling all complaints and inquiries efficiently Establishes rapport with guests in maintaining good customer relationships Provides hands-on coaching, mentoring and guidance to the team members emphasising to the Training and Development for their succession Pro-actively manages staff issues such as absenteeism, turnover, staff morale to maintain a positive, productive, innovative, customer oriented, quality culture amongst employees to ensure organisational objectives are met Provides staff with positive feedback to encourage their performance and quality output Formulates and updates policies and procedures for the Department Ensures all team members understand and adhere to the established policies and procedures Assists with the recruitment of new employees Maintains consistent logs and reports on daily business to establish trends in the market Develops a continuous maintenance plan to achieve facilities and equipment consistent presentation via regular inspections and audits Attends meetings, as required, and needed Ensures that confidentiality and/or discretion is maintained at all times regarding guest’s information and activities Monitors cleanliness and hygiene of all areas of responsibility Ensures that guests of Spa & Recreation facilities follow the rules and safety regulations Promotes Health & Safety responsibility and awareness Adheres to all Company policies and procedures KEY PERFORMANCE INDICATORS: Business Unit revenue/budget Staff retention and development Customer service meets and exceeds expectations Hygiene standards are met Achieves top tier of service standards. Attain and maintain FTG Five-star recognition QUALIFICATIONS: Experience Minimum 5 years in a Spa managerial position preferably in a large Organisation Education University degree in a related discipline Relevant Industry accreditations Skills / Competencies Strong Microsoft Office skills Excellent interpersonal and customer service skills Exceptional leadership and influencing skills Possesses strong organizational and time management skills Excellent command of English and Greek with business writing skills PERPERSONAL COMPETENCIES: Achieves agreed objectives and accepts accountability for results Displays a high commitment to delivering results Leads others to achieve business objectives Communicates effectively Displays the highest level of integrity Ability to maintain discretion Self-motivated Approachable