Spa Director
Chedi Muscat Hotel
مجموع سنوات الخبرة :22 years, 0 أشهر
Training and development of spa staff
Liaise with hotel department heads in regards to their role in the success of the spa operation e.g.- Housekeeping, Sales, F&B, Engineering, Concierge, Front Office, Purchasing and Accounting
Monitor statistics and develop strategies to ensure the financial success of the operation
Monitor standards to maintain a superior standard of spa service
Develop and record SOP’s for spa operation
Duties
Attend to guest relations within the spa and gym
Ensure staff have a sound product knowledge and are capable of communicating the benefits of our products to our guests
Ensure the company policies and procedures are followed
Ensure proper hygiene standards are maintained in all spa areas
Work with sales to develop spa/hotel packages and promotions
Ensure visual merchandising in the retail area is appealing
Establish a positive and pleasant working environment
• Provide expert oversight to the entire daily spa operations, which include managing budget, purchasing,
• Formulating inventory statistics and executing retail sales while ensuring compliance with hotel management requirements.
• Play a leadership role in supervising a staff of 15 to 25 (low-high season chances), monitoring staff performance, and providing instructions regarding sales techniques.
• Demonstrate expertise in setting up and decorating retail area and VIP treatment rooms of the spa.
• Take charge of directing the quality and functionality of spa facilities.
• Leverage creative skill in developing new treatments and designing spa menu and brochure.
• Display outstanding interpersonal and public relation skills in cultivating and maintaining solid relationship with clients.
• Contributed to the success of boosting revenue by 120% in comparison with previous management.
Responsibilities On Board Cruise Liners:
• Working onboard various 4/5 star vessels as Spa Manager including Princess, Royal Caribbean and Carnival Cruise Lines with an average of 3000 guest and supervising teams of up to 45 therapists, hairstylists, barbers, teeth whitening technicians, acupuncturist and fitness instructors.
• Responsible for seeking all opportunities to maximize and generate Spa revenue; contributing an additional 50%+ of total service and retail revenue over the set company budget and achieving 35% on overall weekly retail sales.
• Developed the role and responsibilities of the team to empower them as individuals; coach and train the delivery of sales techniques and Customer Service skills, which support the sales activity.
• Identified new business opportunities, whilst implementing efficient operational and administrational procedures, ongoing stock control and inventories, to utilize cost-effective rotation.
• Analysed sales and service standard performance on a weekly basis, producing reviews, business reports and feedback results to the team, shore side and onboard management (averaging 90%+, some 20-25% above similar services within the industry)
• Built relationships with existing and potential clients, as well as developed a close liaison with other departments and shore side/onboard management to maintain an open channel of communication in order to promote cross-marketing initiatives.
• Devised the layout of brochures and promotional reading material; preparation of presentations for seminars and demonstrations to which marketing initiatives were taken on by whole company and implemented fleet-wide.
• Implemented and maintained a high level of Customer Service as standard practice and ensuring team members adhere to all safe practice procedures and USPH guidelines whilst exceeding customer expectations and anticipating customer needs.
• Explored all avenues together with the team members to achieve their maximum potential by implementing daily/weekly targets and incentives for the team in order to drive the revenue; discussing performance, training & development needs and giving guidance and motivation.
Spa Operations Manager on board the Independence of the Seas Royal Caribbean (The newest and biggest ship at that time.)
Average targets $150, 000k per week
Responsibilities:
• Utilizing advanced managerial skills within a key role requiring the provision of leadership and direction across the Steiner Trans ocean spa business. Responsible for teams of 35 therapists
• Driving levels of revenue and profit within the company through the maximization of sales levels and the increase in sales of spa products by achieving a 35 - 40% increase on weekly retail sales.
• Maintaining overall accountability for the performance of the receptionist, therapists and fitness staff, with further responsibility for the development and training of staff through weekly retail and service standard training.
• Coordinating the roles and activities of staff to ensure a service of excellence is delivered to all customers at all times.
• Acting as a focal point of contact and consultation for therapists, working alongside them to optimize revenue and new business opportunities.
• Raising the scope for business within the company through the planning and delivery of tailored promotional initiatives aimed at marketing the products and services of the spa and other services to a target audience. For example beauty, massage, hair, fitness or acupuncture services.
• Motivating staff to increased levels of performance, with further accountability for assessing their performance within regular reviews.
• Provided customized training to front desk operators to ensure customers receive a first class service and all booking processes are managed in an efficient and accurate manner.
• Working to the highest standards of professionalism at all times, as an exceptional representative of the company.
TERTIARY EDUCATION