Spa Manager

Job Overview
Under the direct guidance of the Assistant Spa & Wellness Director and the Spa & Wellness Director, and within the limits of the Cardo Roma Policies, ensures all standard operational procedures, codes of conduct are followed by all spa reception team members. Responsible for the delivery of high standards of sales, reservations, administration and guest communication in all forms, as delivered by the front of house spa & wellness team. Responsible for spa reservations, meeting sales and retail targets as set by the Spa and Wellness Director, quality control, ordering of required supplies, training of new team members as well as the motivation of the existing team. Ensures that the guest goes through an exceptional spa and wellness experience.

Core Duties & Responsibilities
• Responsible for all of the administration and process necessary to ensure a seamless guest journey in relation to scheduling and communication with guests. From the outset of the first enquiry made to the departure process.
• Over see efficiency and quality of the spa and Wellness administrators and reception teams working closely with the Naturopath and Treatments Manager to ensure the highest quality of guest individual needs and care.
• Works closely with the Naturopath for effective scheduling that is suitable to both the guest wellbeing and business needs.
• Responsible for all effect communication both verbally an written for guest programs.
• Ensure implementation of systems and processes outlined by the Spa & Wellness Director in order to meet budget requirements with emphasis being on a seamless guest experience, profitability and achieving targets.
• Ensures smooth day to day operation of the spa & wellness reception, the spa and wellness administrators, the agenda planner(s) as well as the spa & wellness attendant team.
• Actively involved and present within the spa and wellness receptions of both the multi function spa, beauty, salon and wellness receptions.
• Responsible for the spa a la carte treatment reservations and scheduling, retail sales and agenda planning
• Ensure the cleanliness of spa & wellness reception aeas are maintained at all times.
• Co-ordinates an effective cleaning schedule with the Spa Director and Hotels House keeping manager
• Ensure the guest supply stock such as consumables, towels and robes are fully stocked at all times in spa & wellness.
• Ensure the cleanliness and functionality of all Water, Heat and Cold Experiences within the spa & wellness.
• Coordinate possible equipment malfunctions with the in-house engineering team or the external equipment supplier.
• Coordinate the spa & wellness retail supplies are in stock at all times and ensure display of products adheres to Cardo Roma standards at all time.
• Maintains a monthly inventory of spa & wellness retail items and introduces promotions or other sales stimulants for achieving retail sales targets.
• Assists the Spa & Wellness Director in efficiently operating the spa & wellness software, generating daily, weekly and monthly reports as necessary, coordinate the possible amendment of software set-up, maintains the retail stock inventory within the spa & wellness software system.
• Ensures that digital and printed guest supplies such as menus, appointment or recommendation cards are adhering to the Cardo Roma standards at all time as well as sufficient stock is available.
• Responsible for checking and overseeing all guest settlements (such as cash, room or credit card payments) and ensure that all transactions are handled according to spa & wellness and financial standards.
• Conducts cashier checks on a regular bases as advised by Cardo Roma finance team and ensure that financial standards are adhered to.
• Be the single point of contact for Dignitaries, VIP and VVIP guests and personally co-ordinate their Spa experience.
• Responsible for the scheduling rotas, time sheets and holiday planning for the front of house team.
• Assist in planning and creating spa events, workshops and other sales and marketing activities together with the hotel PR.
• Recognize the importance of “sales” in every aspect of their role and strive to ensure return business through personalized delivery of guest relationships and services of very high standards.
• Maintain a wide knowledge of the different advantages and procedures relating to our wellness treatments and values.
• Have indepth product knowledge in relation to the wellness offering and hotel.
• Provide continual treatment and program knowledge training to spa & wellness reception, program planner and attendant team to enable appropriate recommendation and booking of treatments and modalities .
• Responsible for the training and efficient use of the spa software system to all team members.
• Responsible for continual in house learning and development of the reception team members and other spa team members where required to achieve high standards in service delivery.
• Facilitate refresher training from product houses and ensure a high level of product knowledge to help in sales skills through lifestyle advice.
• Ensure the up keep of guest history, program and treatment preferences to compile an efficient database and manage an efficient filing system.
• Responsible for maintaining a high standard of business reports, such as monthly KPI’s and relatable financial reports to show the achievements of the business, submit to the Spa and Wellness Director on a monthly basis.
• Manage administration related inventories, and cost effective usage of all office related goods and consumable for the Spa and Wellness reception teams.
• Coordinate and schedule rotas, annual leave and bank holiday entitlement to ensure all team members adhere to the department guidelines without any detriment to the business
• Undertake Duty Manager responsibilities as required and conduct a daily walk through to carry out maintenance checks.
• Practice and implement methods that comply with sanitation, health and safety guidelines established by local regulations and the property’s policies and procedures.
• Ensure appropriate service recovery to resolve guest complaints in absence of the Spa & Wellness Director or Assistant Spa & Wellness Director.
• Be adaptable and accountable for all actions.

Operations Compliance
• Maintain all applicable spa business licenses and permits, as well as all the spa and wellness related certifications and licenses, as required. Keeping consistently up to date on the local jurisdiction requirements.
• Assists the Spa & Wellness Director to maintain cleanliness of spa area, wellness and fitness related areas and equipment, bringing to management attention any areas of concern or attention.
• Undertake Duty Manager responsibilities as required and conduct a daily walk through to carry out maintenance checks and supervise the perfect set up and SOP program for spa and wellness areas as required.
• Implement policies and procedures that comply with local laws and legal requirements for private and confidential guest information with regards to Spa and Wellness reservations and records.
• Practice and implement methods that comply to sanitation, health and safety guidelines established by local regulations and the Property’s Policies and Procedures.
• Co-ordinate, delegate, appoint, oversee and be responsible for daily spa operations and to ensure that a high standard of service is maintained when required or in the absence of the Spa and Wellness Director.
• Ensure all spa and wellness reception, program planner and attendant team members upholds the Standards, Protocols, Policies and Procedures, and must work with all guest service employees to ensure that guest expectations are met and exceeded.
Ensuring and Delivering exceptional Customer Service
• Displays leadership in guest hospitality, exemplifying excellent customer service, and creating a positive atmosphere for guest relations.
• Empowers employees to provide excellent customer service
• Strives to improve service performance.
• Maintain an in-depth knowledge of the different procedures relating to the concept, medical services, wellness and aesthetic treatments in order to engage guests and team of the unique selling points of Cardo Roma.
• Be an Ambassador of Cardo Roma by having accurate product knowledge in relation to the location, water, spa, food and beverage offerings and hotel over all.
• Maintain knowledge of current trends in spa and wellness industry, with a complete understanding of the latest treatment modalities, professional product lines, retail and consumer product lines and equipment.
• Ensure appropriate service recovery to resolve any guest complaints should they arise.
• Be adaptable and accountable for all actions.

Total Experience

To have a total of 3 years experience as a Spa Manager, with a minimum of 2 years within a Luxury 5* environment, wellness center or equivalent.”