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Spa Operations Manager

2 months ago

Greater Manchester, United Kingdom The Lowry Hotel Full time

Job Title: Spa Operations Manager

Department: Spa and Wellness

Reports to: Director of Operations

Responsible for: Spa operations team

Key Responsibilities:

Operational Excellence

  • Ensure all areas of the Spa are kept clean and well maintained at all times.
  • Ensure compliance with all relevant 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 management meeting.
  • Perform any other duties that management may reasonably require.

Commercial Performance

Work closely with the Operations Director to prepare the budget and business plan to ensure that the spa is adequately represented.

Take a lead in creating and developing the Spa department's monthly commercial action plan and ensure its delivery.

Be responsible for the delivery of spa revenue and GOP according to the budgeted numbers.

Complete the spa forecast on a weekly basis (current month plus 2 as a minimum).

Continuously analyze market and own trends and react accordingly.

Complete and distribute on the books reports on a weekly basis with a comprehensive commentary.

Identify and target specific market segments for potential corporate clientele to promote Spa services.

Implement and monitor up-selling strategies to maximize spa revenue.

Manage spa inventory effectively and follow hotel 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.

Check and oversee all guest settlements like cash, CC, room settlements, etc.

Team Management

Recruit and train Spa employees in accordance with hotel guidelines.

Monitor and review Spa employees' performance regularly and provide required guidance.

Conduct annual and midterm performance appraisals for all team members.

Set monthly/annual team KPIs in line with budget and incentivize as appropriate.

Provide guidance, encouraging teamwork and facilitating related professional work processes.

Responsible for the department training plan and conduct hands-on training for new recruitment.

Ensure that the Spa team adheres to all hotels and company operational and service standards.

Actively participate in training and development programs and maximize 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.

Guest Experience

Achieve high performance and operational standards.

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.

Be the single point of contact for dignitaries, VIP, and VVIP guests and coordinate their Spa experience.

Develop strong product quality and treatment measures.

Review 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.

Benefits

You will have access to a comprehensive benefits package that truly works for our people and enhances our overall culture.

Meals provided by our in-house kitchen throughout the day for all employees.

Exclusive team member room rates.

Exclusive team member discounts on food and beverage.

Exclusive family and friends room rates, giving your family and friends the five-star experience at The Lowry Hotel.

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 and Wellbeing.

Additional holiday days and long service events after three years' service.

Death in service benefit for contracted employees.

Access to health and wellbeing programs.

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.