Spa Operations Manager

4 weeks ago

Salford, Salford, United Kingdom The Lowry Hotel Full time

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 employee's 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 hotel's 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.

· Exclusive family & Friends room rates, give 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 & 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 luke.martindale@thelowryhotel.com

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