Spa Manager
Reporting to: Business Head
Location UAE/Abu Dhabi
Responsible for: All spa leisure and beauty staff
Position Summary
The Spa Manager plays a very important role in the daily operations of our business. They are responsible for driving sales and overseeing the execution/implementation of key business initiatives for The Dartmouth Spa. They oversee the day-to-day activities of our spa to ensure our customers and leisure members are consistently treated to an impeccable customer service experience, and that the operations run smoothly, efficiently and profitably.
In addition, the Spa Manager has the responsibility for managing a team of Beauty Therapists and Spa Assistants; he/she will ensure that all policies/procedures have been clearly communicated and are adhered to, maintain positive employee relations and last but not least, ensure that we are staffed with team members who can deliver best practice and high standards in all areas and services.
Flexibility is important; this position will require availability to work varied shifts including weekends, evenings, holidays and sick cover.
Duties
Customer Experience
– Lead, direct and supervise spa team in creating an outstanding experience for the customer – pampered to perfection so that customers are greeted in a professional, friendly, and timely manner
– Provide consistent high standards of customer service by greeting and assisting customers, and excellent leadership skillsown and manage the department!
– Protect employees and customers by providing a safe and clean spa and leisure environment.
– Deal with all membership enquiries, membership sales and renewals in line with prearranged targets and take and administer bookings and payments where necessary.
– Provide gym assessments and fitness programmes for members and customers as required.
– Ensure all complaints are dealt with promptly and efficiently and in confidence, initiating corrective actions if required.
– Empower all team members to deal with customer complaints and develop and maintain compensation guidelines for customer complaint handling.
– Ensure all emails, website and Facebook enquiries are responded to within eight hours of receipt, or less.
– Ensure all customer feedback (guest questionnaires, verbal comments, emails, etc) is used to inform changes in practice and provide staff training or corrective actions to ensure high standards are maintained.
Sales
– Consistently develop, promote and grow retail sales and services through training, tools and monitoring.
– Achieve financial objectives by monitoring weekly membership, day visitors and beauty treatment bookings, flash reports and monthly and annual budget; analysing variances, and maximising results in the area of sales, merchandising and operations.
– Analyse monthly KPIs to create work schedules to ensure business targets and sales are being met.
– Promote personal training, classes and secondary spend areas where appropriate.
– Liaise with third party providers to increase brand awareness and revenue stream.
Marketing Management
– Guide business decisions by staying on top of Spa industry trends.
– Maintain a strong menu of services with both exceptional artistic and aesthetic value.
– Ensure the Spa is always staged for maximum buyer impact.
– Monitor appointments and bookings and highlight any problems or troughs in business to the Managing Director so that marketing strategies can be implemented to boost bookings.
– Liaise with the Sales and Marketing Manager to develop The Dartmouth Spas marketing strategy and ensure a consistent image is being portrayed.
– Maintain and update all necessary internal and external signage and promotional literature.
– Create ongoing in-house promotions and activities to stimulate sales, staff and customers (hotel guests, day visitors and members).
– Maintain fresh, effective methods to consistently retain and grow customer base.
Managerial Team
– Liaise with the Sales and Marketing Manager to promote all aspects of the spa facility.
– Attend monthly Operations meetings (first Wednesday in the month at 1 pm)
– Attend monthly health check meetings with Managing Director and prepare monthly KPI for presentation at that meeting.
– Liaise with other Heads of Department/Supervisors where necessary to ensure spa packages, bookings, functions, dip and dine, hen parties, etc run smoothly and meet the needs of the customer.
– To perform any duties reasonably requested by the Managing Director.
Team
– The Spa Manager should demonstrate an exceptional level of professionalism for the staff to emulate and create a motivating environment of sincerity, warmth and fun for staff and guests.
– Interview and select members of your team.
– Ensure all beauty therapists are fully trained and competent to undertake the treatments offered.
– Guide staff to become caring problem solvers, cooperative, accommodating and fair.
– Implement ongoing skills training to ensure service standards are being upheld.
– Keep employees motivated and working as a team, making sure each member of staff understands and adheres to company policies, procedures and guidelines.
– Provide monthly rotas of work one month in advance for all spa staff ensuring that staffing levels are maintained to meet customer demands and within agreed budgets, and to maximise revenue generation and profitability.
– Ensure all spa staff clock in and clock out of work.
– Authorise annual leave for all spa staff , accommodating requested annual leave where applicable, ensuring that company demands and bookings are met and that no more than one member of staff is on leave at any one time.
– Maintain positive employee relations by keeping open lines of communication with team.
– Hold monthly staff meetings with all spa staff and provide copies of minutes to Managing Director.
– Provide regular performance management support to all spa staff.
– Provide an annual personal development plan meeting with all spa staff.
Operations
– Ensure consistent and timely opening and closing of the Spa ensuring the security of the Spa facility at the close of each day in line with company requirements.
– Ensure adherence to daily reconciliation of the till (cashing up) procedures and transfer of cash to the safe.
– Ensure availability of merchandise and services by maintaining appropriate stock levels and submit monthly stock reports to the Managing Director and Accounts by 25th of each month.
– Maintain professional and technical knowledge.
– Ensure all staff effectively operate the computer booking system/diary and till to support accurate bookings and sales.
– Ensure all equipment is maintained in good working order.
– Manage and control preventative maintenance to all pool plant and spa equipment and coordinate the on- site maintenance engineer or outside contractors as required.
– Implement opportunities for managing operational costs and boosting the operating profit.
– Observe environmentally friendly practices to reduce our consumption of gas and electricity, waste to landfill, etc
Health and Safety
– Ensure risk assessments are written for all areas of the spa and for all procedures, along with associated safe operating procedures.
– Ensure all spa staff are trained and receive regular updates on all risk assessments and safe operating procedures.
– Ensure pool plant room and daily pool monitoring checks and corrective measures are carried out and recorded according to company policies and procedures.
– Ensure monthly fire safety checks and panic alarm checks are carried out and corrective actions taken if necessary and present documentation to Managing Director at monthly health check meetings.
– Attend quarterly health and safety committee meetings and produce departmental inspection reports as requested.
– Ensure health questionnaires are completed prior to administering beauty treatments and that individual client treatment records are maintained for all clients.
– Ensure all spa staff are trained as first aiders and in use of the spinal board (possibly also the defibrillator).
– You will be required to train/re-qualify as a company first aider and administer first aid to employees and customers as necessary and maintain this qualification throughout your employment in The Dartmouth Spa.
Budgetary Control
– Proactively manage the operating profit by actively marketing the club and its membership in agreement with the Managing Director and Sales and Marketing Manager, and keeping expenditure within agreed budgets.
