Direct operations of the facility, including short- and long-range strategic planning so that the spa operates cost effectively and efficiently
Ensure the establishment and execution of all departmental goals
Manage, train, and motivate all colleagues in the Spa
Serve as a link between the hotel and the spa industry
Meet with group meeting planners to show spa facility and programs as required
Promote and sell customized spa programs to conference groups as required
Tour prospective spa Guests
Provide and take responsibility for the professional delivery of all information on the telephone and in person to all potential spa Guests
Promote all hotel and spa packages and promotions
Lead in the implementation of 12-month marketing plan
Identify new business and marketing opportunities
Assist in the Implementation of 12-month public relations program, i.e. calendar of events, media etc.
Work efficiently with hotel public relations in all aspects of spa / hotel promotion as required
Act as a spokesperson for the Spa and the Brand
Work with Corporate advertising, promotion and public relations as required
Work with hotel and regional sales and marketing as required
Maintain thorough knowledge of competitors, including location, product offering, pricing, promotion and sales techniques
Administration and implementation of staff training in all aspects of the spa’s operations i.e. business telephone usage, guest relations, spa services (massage, body scrubs, facials etc.), retail sales etc.
Assist in the supervision, operation and coverage of all spa departments
Salon
Front desk/reception
Boutique
Ensure effective communication amongst all departments within the hotel.
ADMINISTRATIVE DUTIES
Establishment of professional business relationship with all vendors and development of all products inventories
Ensure adherence of standard operating procedures for each department
Submit monthly report requirements and information to General Manager-Spas, and General Manager-Hotel, including monthly business report, and treatment audits
Ensure adherence of departmental and facility policies
Establishment of ongoing administrative controls
Assist in the recruitment, development and training of all department heads and support staff
Adhere to Standard Operating Procedures Manual
Ensure that weekly/monthly departmental communication meetings are effective
Available for Colleague and Manager inquiries
Communications: respond / review voice-mail and e-mail messages
Facility walk-through to have a visual presence within the department for all spa staff
HEALTH AND SAFETY
Follow and ensure that all Colleagues follow all safety procedures and practices, lead by example
Ensure all departments adhere to all safety practices of Raffles Spas
Assist in the development and adherence of all departmental emergency procedures
Ensure Colleagues have a complete understanding of and adhere to the spa's policy relating to safety
FINANCIAL RESPONSIBILITIES
Responsibilities encompass the area of fiscal budgeting and analysis, including the development of annual budgets for the departments within the facility
Approve payroll hours and hotel administered service charges/gratuity reports
Review daily productivity
Monitor scheduling of all services and special programming
Review/approve purchase requisitions
Within 2 days of the month-end profit and loss statement distribution, submit variance report to Hotel Manager
Generate monthly facility productivity report
Measurement of the spa actual performance to budget
Operations and capital improvement budget preparation
Review expenditures to ensure they are in keeping within the operating budgets
Review/approve all invoices before payment
Review of remuneration of all salaried employees and independent contractors
Control the cost of goods purchased, services supplied and labour necessary to the sales and production of our products and service
COLLEAGUE RELATIONS
Ensure that the spa department maintains a positive relationship internally and with all departments in the hotel
Performance management discussions as required
Attend/chair weekly, individual and group manager meetings
Conduct developmental discussions/performance reviews with individuals who directly report to Spa Director
Develop facility's staffing plans
Goal(s) follow-up with each manager (usually during an individual weekly manager meeting)
Establish short term and long-term goals for each supervisor and review status of each goal on a monthly basis
Attend departmental meetings i.e. body tech, aesthetics, etc.
Responsible for supervising all aspects of Colleagues, i.e. hiring, recognition, progressive corrective action, etc.
Responsible for the efficient training of all Colleagues in all aspects of job tasks
Responsible for all spa department’s emergency training
Ensure Colleagues adhere to all spa standards as stated in the employee handbook
Conduct performance appraisals on a timely manner
GUEST SERVICE
Ensure the facility is in peak condition at all times (operations and cleanliness)
Ensure Guest/Member satisfaction at all times by ensuring that safety and service is always the spa's first priority
Qualifications
EDUCATION & EXPERIENCE
Bachelor’s Degree (Business Administration) an asset
Minimum of 5 years’ experience in management position in a spa or related field an asset
Experience in the hospitality industry an asset
Desire to provide phenomenal guest experiences