Duties: Oversee the day-to-day operations of the spa including front desk, treatments and retail areas. Hire, train, and supervise spa staff including therapists, aestheticians and receptionists. Ensure exceptional guest service standards are met and exceeded. Manage spa budgets, inventory, payroll, and vendor relationships. Promote spa services and products through marketing and upselling strategies. Ensure compliance with health and safety standards, including hygiene regulations. Address guest complaints and feedback professionally and promptly. Monitor treatment quality and customer satisfaction. Analyse financial reports and implement cost-control measures. Develop and maintain adequate professional product program. Develop and maintain retail product program. Ensure all areas of the Spa are kept clean and well always maintained. Ensure compliance with all legislation governing the operation of a Spa facility. Ensure consistent Spa experience development to ensure that innovation and uniqueness is maintained. Ensure proper inventories of all operating Spa equipment are conducted in line with audit standards in order to effectively manage operational cost. Ensure that the Spa team adhere to all hotels and company operational and service standards. Ensure that all stock and cash items are kept safely under lock and key. Able to provide guidance, encouraging teamwork and facilitating related professional work processes. 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. Handle any guest complaints or special requirements. Promote and sell spa programs to groups, conference guests walk-in etc. Upsell the spa and wellness programs. Implement and monitor up-selling strategies to maximise spa operational revenue. Analyse and interpret the needs of clients and offer appropriate options, solutions, and resolutions. Be the single point of contact for Dignitaries, VIP and VVIP guests and co-ordinate their Spa experience. Responsible for checking and overseeing all guest settlements like cash, CC, room settlements etc. Responsible to identify and target specific market segments for potential corporate clientele to promote Spa services. Responsible to monitor and analyse the products and services of competitive Spas, to maintain a competitive advantage. Responsible for the department training plan and conduct hands-on training for the new recruitment. Responsible for spa employees weekly duty schedules and staff duty charts. Coordinate with the maintenance department to ensure proper repair and preventive maintenance works of all spa equipment. Regularly monitor all equipment for the proper functioning in the Spa area to ensure maximum guest satisfaction. Prepare annual budget and business Plan to ensure Spa operation is adequately represented. Recruit and train Spa employees in accordance with hotels guidelines. Monitor and review Spa employees performance regularly and provide required guidance. Manage spa inventory effectively and follow hotels purchasing standards to ensure audit compliance. Hold regular staff meetings to keep staff up to date on all aspects of the Spas operation. Gather information and remain fully informed of local and international trends in Spa operations. Attend daily morning HOD meeting. Perform a regular inventory of Spa par levels for retail and operational stocks. Raise store requisitions of all retail and operational items as and when required. Perform any other duties that management may reasonably require. Requirements: Grade 12 Bachelors degree in Business Administration or Degree / Diploma in hotel/hospitality management. Minimum of 3 to 5 years experience as a Spa Manager in a luxury hotel or a well-established Spa Brand.
