Luxury Spa Manager
Tips & Toes
Total years of experience :18 years, 11 Months
In Jan. 2015, started and managed the biggest branch Luxury Spa of one villa of 1200 sqm, 2 floors, with 120 staff member for all services including administrative and technical. Reporting to: Operation Manager. Reporting to me: Assistant Spa Manager, two Supervisors, three Team Leaders & all staff. Received the best manager for 2016. Key Job Tasks: Implementing SOP's. Manage the spa & the team. Customer Service & satisfaction. Operations. Handling the stock for professional & Retail through team leaders. Making sure that all professional products in stock as needed & all products for retail. Make sure that all areas follow the standard & up to date. Evaluation, daily, weekly & monthly reports. Staff attendance & payroll. Skills utilization & staff productivity. Probation period feedback & confirmation. Contract Renewal recommendation. Training in probation period for (Assistant Spa Manager, Supervisors & Team Leaders). Recommendations for upgrading staff skills & upgrading positions. In house Training & knowledge based on what needed. Training recommendation for staff to the training department. Call center agents & front desk to give VIP customer service. Achieving target for both Service & Retail. Handling the clients' complaints. Train the reception & therapists to give the highest standard of customer service To make sure that the first time client comes back. To make sure that Safety & hygiene is on the highest standard. All areas follow the municipality standard & roles. Make sure that all areas on the track.
Ensure staff have a full understanding of treatments and products Demonstrate service attributes in accordance with industry expectations and company standards to include:- Being attentive to guests Accurately and promptly fulfilling guest requests Understand and anticipate guest needs Demonstrate a service attitude that exceeds expectations Take appropriate action to resolve guest complaints Appreciate the dynamic nature of the Spa industry Maintain a high level of product and service knowledge about all Spa industry . Health Safety & Security Ensure the highest standards of hygiene, cleanliness and tidiness in the Spa and treatment rooms Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention to line manager. General Recruit and select quality Beauty Therapy staff to maintain business levels Develop and implement standard of performance manual Comply with the company corporate code of conduct at all times Familiarize yourself with the company vision and values which link to our model of desired behaviors that any reputable company expect all employees to display. Perform tasks at the level of the role as work needs. Pursuit of the achievement of business goals Desire and ability to improve knowledge and abilities. Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
•Brand & Purchase Manager for Malu Wilz, Bioline, and Yunsey brands at Crystal - Adnani Group. Amman - Jordan, Apr. 15, 2010 - Apr. 15, 2011.
*JobRole & Tasks
-Home and professional Skin Care, Spa & Hair Products.
-Brands orders;
-Brands contracts;
-Trade fairs;
-Market research;
-Competitor studying;
-Product pricing;
-Business correspondence;
-Forecast procurement needs;
-Maintain procurement files;
-Discuss defective or unacceptable goods or services to determine cause of the problem & to take corrective & preventative action;
-Help to lower the cost & secure agreement;
-Ensure accurate & the payment time for invoices;
-Develop expertise;
-Build & Develop relationships with key suppliers, Distributors& Customers.