Spa Director
Fourseasons
Total years of experience :16 years, 10 Months
- Lead, direct and supervise spa team in creating an outstanding experience for the customer.
- Provide consistent high standards of customer service by greeting and assisting customers, and excellent leadership skills.
- Protect employees and customers by providing a safe and clean spa and leisure environment.
- Deal with all membership enquiries, membership sales and renewals.
- Ensure all complaints are dealt with promptly and efficiently and in confidence, initiating corrective actions if required.
- Empower all team members to deal with customer complaints and resolve it in timely manner.
- Ensure all customer feedback (guest questionnaires, verbal comments, emails, etc) is used to inform changes in practice and provide staff training or corrective actions to ensure high standards are maintained.
- Consistently develop, promote and grow retail sales and services through training, tools and monitoring.
- Achieve financial objectives by monitoring weekly membership, day visitors and beauty treatment bookings, flash reports and monthly and annual budget; analyzing variances, and maximizing results in the area of sales, merchandising and operations.
REPORTED TO ASSISTANT DIRECTOR OF ROOMS 1. Operations management • Hold regular Employee meetings to keep them up to date on all aspects of the Spa’s operation. • Ensure equipment is maintained in good working order. • Minimize or eliminate losses through negligence with monitoring programs. • Attend Management meetings and convey all relevant information throughout the Spa. 2. Financial management • Control on going service and product margin analysis to ensure profitability. • Develop procedures for accurate inventory control and monitoring. • Implement full Spa product and service purchasing standards and ensure compliance. • Interpret Financial Reports and provide expertise on (projected) Revenue vs. Expenses. • Project and maintain acceptable payroll commitments. 3. Customer Service management • Exhibit a professional attitude, diplomacy and an ability to handle difficult situations. • Uphold gracious front desk procedures in the booking and handling of customers. • Anticipate, identify and ensure customer needs are being met in the best possible way. • Monitor customer satisfaction with surveys, and comment cards. • Develop and deliver credible, competitive, value-plus service to the customer. • Guide staff to become caring problem solvers, cooperative, accommodating and fair. 5. Human Resources management • Effectively administer and monitor Staff Scheduling procedures. • Demonstrate an exceptional level of professionalism for the staff to emulate. • Create a motivating environment of sincerity, warmth and fun for staff and guests. • Implement on going skills training to ensure service standards are being upheld. • Develop and monitor Job Descriptions and Staff Goals Planning. • Create and maintain Staff Contracts, ensuring accuracy and compliance. • Perform Staff Evaluation Reports with proposed action plans.
REPORTED TO SPA MANAGER
1 Responsible For:
Spa - Swimming Pool - Bowling
Replace SPA manager during his absence
2 Job Responsibilities:
Assist driving the Gall up score and achieved our goals.
Following up and making sure that BSA is done internally in spa weekly passes.
Implementing the standard, the rules and the regulation of the hotel and the country.
Assist Spa manager recruiting new candidates.
Follow up all the mystique program process.
Arrange the roster for the Spa team weekly and monthly.
Arrange the annual vacation to the entire department.
Conducting the personal training for the hotel guests.
Submitting all the incidents, damage reports.
Conduct the inventory every month on the following:-Natura Bisse Retail, RC retail and Professional product.
The learning coach for spa team, he conduct the 15 minutes training every day at the line up. conduct training sessions for the new joiner at spa.
Implementing the checklists of the Spa, Swimming pools and the Bowling all the time, and responsible for checking the areas and update the checklist.
Insure the all the treatments booking are accurate and conducted on time.
To define the items that should be purchase from out side according to the inventory.
Issue requests from the hotel stores.
Responsible for all the monthly closing reports.
Drive the Guest engagement and preferences.
3 Health and Safety:
Implementing the safety procedures around the spa facilities all the time.
4 Financial Responsibilities:
Achieving the monthly forecast and budget.
Submit the accurate reports of the daily and monthly revenue to the accounting department on time.
Assisting for controlling the monthly expenses
- Supervises health club staff, including determining workloads, schedules, implementing& interpreting policies& procedures, effectively evaluating staff, making hiring and disciplinary recommendations.
- Oversees the day-to-day operations, including janitorial, maintenance and usage, including rental.
- Monitors program activities, including approving expenditures and ensuring activities are running smoothly; responds to questions and complaints.
- Prepares a variety of reports and other documents such as operating, activity and statistical reports, promotional materials and agenda items; presents materials to interested groups.
- Provides input into the development of budgets, including determining staffing and materials; develops fundraising campaigns and solicits sponsor and sponsor ship packages.
- Oversees rental and registration activities and ensures accurate record keeping for program receipts.
Instructs and supervises Health club staff and volunteers in the performance of assigned duties and checks on the completion of work.