Spa Operations Manager

Main Responsibilities

• Overseeing of Spa Reception and Retails, Male and Female Relaxation Rooms, Male and Female Changing Rooms, Heat and Water Experiences, Fitness, Pools, Linen Room, Preparation Room and Offices.
• In the absence of Director of Spa & Wellness, will be in charge of the daily spa operations which includes but not limited to guest complaints, therapist needs, telephone calls and Spa reception.
• Be the first point of contact for large groups. Manage the communication with group organizer. Offer competitive proposals. Co-ordinate appointments and update co-ordinator with itineraries. Finalize billing arrangements. On the day of event, be responsible for execution. Co-ordinate with other departments as applicable. i.e. F&B for lunch, hotel concierge for special requests.
• Follow up on Spa packages, special requests and VIPs Complete Spa and Fitness tour to review standards, procedures and operational status.
• Dealing with dissatisfied or disgruntled guests.
• Ensure that mistakes are corrected and coach the staff member on the procedures that were performed correctly and those that were performed incorrectly.
• Reviewing the spa soft for the day and the week to ensure that everything is booked correctly and efficiently for revenue maximization.
• Reading through the many essentials e-mails that deal regarding spa, meetings, groups, and VIP’s. Also, replying to guest, vendor, sales and colleague emails.
• Creating an effective schedule that meets the needs of the spa as well as works around the hours of the colleague’s availability. Verify accuracy of input in Spa Soft and room assignments.
• Responsible for motivating retail sales and ensure that all sales are recorded accurately.

Requirements

• Good knowledge on computer systems is a must
• Prior experience with SpaSoft system will be an advantage
• Minimum of 2 years’ experience in the same role
• Previous experience working in a 5-star hotel environment is a must
• Previous experience working in the Middle East region will be an advantage
• Clear communication; effective verbal and written communication skills in English