Role Summary

To take 100% responsibility for managing a successful Resense Spa via leading the spa team effectively to deliver and exceed the guests’ expectations and maximise profitability in accordance with Resense’s spa vision, core values & all related brand standards, procedures & policies. This includes reporting effectively to the relevant Resense Operations Manager and executing Resense directives and liaising positively with the Hotel General Manager and the Hotel Team.

Main Responsibilities

Operating:

• Uphold and deliver the Resense brand vision – the luxury European spa and its central USP’s.
• Supervise daily spa operations and liaise with department heads to ensure routines, cleanliness, maintenance and service standards are upheld.
• Provide a service that is individual, spontaneous, personal and genuine. This requires a very high level of communication and social skills and to take responsibility for the whole team.
• Communicate effectively within the spa team as well as with guests and other hotel departments.
• Operate and ensure the entire team operates in accordance with Resense Spa’s Standard Operating Procedures, Policies & Forms Manuals; and the Kempinski SOP’s, policies & manuals.
• Resolve customer’s disputes and/or complaints immediately and report appropriately in accordance with Kempinski & Resense SOP’s. Ensure safety and security for spa guests and staff.
• Create & maintain an efficient maintenance program for the Spa and equipment to ensure it is maintained to Resense and Kempinski 5 star standards.
• Drive efficient employee scheduling and co-ordination; including vacation planning.
• Resense, Kempinski and spa orientation for new employees and trainees.
• Implement and uphold the company Health & Safety policy.
• Mentor staff for professional growth. Planning and Development:
• Monthly goal setting and actively include team in goal creating, planning and follow up, including reporting results to the team.
• Strategic and training planning & implementation.
• Yearly, monthly, weekly planning and coordinating with other hotel departments.

Finance:

• Drive revenue for the spa whilst controlling the costs, thus maximising profitability.
• Manage the financial budget and control costs and liaise with Resense Operations Manager and Hotel Financial Controller.
• Critically review costs each month to ensure they are appropriate for the spa and raise any inconsistencies with Resense Operations Manager.

Recruitment and Training:

• Recruit new staff with approval from Resense Operations Manager and in accordance with hotel’s policies.
• Ensure all staff receives the necessary induction and ongoing training to allow them to carry out their role as laid out in the operational manuals.
• To plan annual staff training calendar for approval by Resense Operations Manager and to ensure that this is implemented.
• To ensure that all therapists and professional staff hold the necessary qualifications to carry out treatments and services.
• Carry out or organise all in house training on a regular basis in all areas.
• Carry out annual appraisals and personal development plans for all spa staff and to review these with Resense Operations Manager, People Services and General Manager.

Reports:

• Complete Resense Revenue Management Schedule every day with daily statistics and update Action List, Yearly Marketing Plan and Training Plans.
• Review each week with Operations Manager, discussing and understanding charts and KPI’s.
• Complete End of Month explanations and strategic analysis in Revenue Management Schedule.

Marketing:

• Prepare, implement and update business and marketing plans with approval from Resense Operations Manager.
• Design and execute marketing initiatives according to a clearly outlined and well-tracked marketing strategy in Yearly Marketing Plan in Revenue Management Schedule.
• To act as host when required for VIP and press visits.

Desired Skills and Qualifications

• Beauty/spa therapist qualification (an advantage)
• Experience with Advanced Cosmetology (an advantage)
• Business administration qualification
• Qualifications in Natural Medicine (an advantage)
• Knowledge of Natural Therapies
• Five (5) years spa management experience in an international standard spa. [If applicable, hotel/club/medical sector experience]
• Operations management.
• Financial reporting.
• Human resource management
• Public relations and marketing.
• Retail management
• Customer service.
• Computer literate. (Advanced level)
• Business writing
• Willing to work shift hours including evenings and weekends.
• A leader.

Other requirements

• Proven spa performance in 5 star spas.
• Responsible and attention to detail.
• Strong communication skills.
• Highly competent understanding of P&L’s and KPI’s.
• Ability to communicate with GM’s in a direct and non-spa fashion.
• Can ‘lead’ at team to deliver a superior spa experience.
• Positive and ‘can-do’ attitude.
• Limitless energy and personal motivation to succeed.
• Ability to direct people and issue instructions.
• Likable personality that can ‘connect’ with guests.
• Detailed and follows up.
• Empathy and understanding of spa therapists.
• Respect for value of all team members including therapists, attendants, receptionists and fitness members.
• Sales ability