Spa Manager

Job Title : Spa Manager Department : Spa & Health Responsible to : Director of Operations Responsible for : Spa operations team Key Responsibilities: GENERAL Ensure all areas of the Spa are kept clean and well maintained at all times. Ensure compliance with all legislation governing the operation of a Spa facility. Ensure the health and safety of guests and employees are paramount at all times. Ensure all spa, health club and wellness equipment is maintained in good working order at all times. Coordinate with the engineering department to ensure proper repair and preventive maintenance works of all spa & gym equipment. Attend daily morning HOD meeting. Perform any other duties that management may reasonably require. Commercial To work alongside the Operations Director to prepare the budget and business plan to ensure that the spa is adequately represented. Take a lead in creating & developing the Spa departments monthly Commercial Action Plan and ensure its delivery. To be responsible for the Delivery of spa revenue & GOP according to the budgeted numbers. To complete the spa forecast on a weekly basis (current month plus 2 as a minimum). To continuously analyse market & own trends & react accordingly. To complete & distribute on the books reports on a weekly basis with a comprehensive commentary. Responsible to identify and target specific market segments for potential corporate clientele to promote Spa services. Able to implement and monitor up-selling strategies to maximise spa revenue. Manage spa inventory effectively and follow hotels purchasing standards to ensure audit compliance. Ensure proper inventories of all operating Spa equipment are conducted in line with audit standards in order to effectively manage operational cost. Perform a regular inventory of Spa levels for retail and operational stocks. Ensure that all stock and cash items are kept safely under lock and key. Responsible for checking and overseeing all guest settlements like cash, CC, room settlements etc. OUR TEAM/PEOPLE Recruit and train Spa employees in accordance with hotel guidelines. Monitor and review Spa employees performance regularly and provide required guidance. Conduct annual & midterm performance appraisals for all team members. Set monthly/annual team KPIs in line with budget & incentivise as appropriate. Able to provide guidance, encouraging teamwork and facilitating related professional work processes. Responsible for the department training plan and conduct hands-on training for the new recruitment. Ensure that the Spa team adhere to all hotels and company operational and service standards. Actively participate in training and development programs and maximise opportunities for self-development. Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals. OUR GUESTS Able to achieve high performance and operational standards. Able to liaise with internal and external parties at the appropriate levels to ensure smooth flow of the spa operations. Able to handle any guest complaints or special requirements. Be the single point of contact for Dignitaries, VIP and VVIP guests and co-ordinate their Spa experience. Responsible to develop strong product quality and treatment measures. Responsible for reviewing all guest feedback results and implement improvements to ensure guest satisfaction. Demonstrate service attributes in accordance with industry expectations and company standards to include:- Being attentive to guests Take appropriate action to resolve guest complaints Always demonstrate sincere customer focus and true appreciation for the guest experience. Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers. WHAT WE OFFER You will have access to a benefits package we believe truly works for our people and enhances our overall culture. Meals provided by our inhouse kitchen throughout the day for all employees. Exclusive team member room rates. Exclusive team member discounts on food and Beverage. Exclusivefamily & Friends room rates, give your family and friends the five star experience at The LowryHotel. Access to excellent resources and opportunities for learning and development. Financial Incentives for excellent feedback through review platforms. Access to our Bespoke Employee Assistance Programme. Discounted access to Medicash Active Benefits for Health & Wellbeing. Additional holiday days and long service events after three years' service. Death in service benefit for contracted employees Access to health and wellbeing programmes Pension scheme EQUAL OPPORTUNITIES The Lowry Hotel is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We keep our recruitment process simple and consider applicants on their abilities alone to ensure a fair interview process. If at any point throughout our process you require reasonable adjustments, please contact TPBN1_UKCT