Job Title: Spa Manager
Department: Spa & Health
Responsible to: Director of Operations
Responsible for: Spa operations team
Key Responsibilities:
GENERAL
Commercial
§ To work alongside the Operations Director to prepare the budget and business plan to ensure that the spa is adequately represented.
§ Take a lead in creating & developing the Spa departments monthly Commercial Action Plan and ensure its delivery.
§ To be responsible for the Delivery of spa revenue & GOP according to the budgeted numbers.
§ To complete the spa forecast on a weekly basis (current month plus 2 as a minimum).
§ To continuously analyse market & own trends & react accordingly.
§ To complete & distribute on the books reports on a weekly basis with a comprehensive commentary.
§ Responsible to identify and target specific market segments for potential corporate clientele to promote Spa services.
§ Able to implement and monitor up-selling strategies to maximise spa revenue.
§ Manage spa inventory effectively and follow hotels purchasing standards to ensure audit compliance.
§ Ensure proper inventories of all operating Spa equipment are conducted in line with audit standards in order to effectively manage operational cost.
§ Perform a regular inventory of Spa levels for retail and operational stocks.
§ Ensure that all stock and cash items are kept safely under lock and key.
§ Responsible for checking and overseeing all guest settlements like cash, CC, room settlements etc.
OUR TEAM/PEOPLE
§ Recruit and train Spa employees in accordance with hotel guidelines.
§ Monitor and review Spa employee’s performance regularly and provide required guidance.
§ Conduct annual & midterm performance appraisals for all team members.
§ Set monthly/annual team KPIs in line with budget & incentivise as appropriate.
§ Able to provide guidance, encouraging teamwork and facilitating related professional work processes.
§ Responsible for the department training plan and conduct hands-on training for the new recruitment.
§ Ensure that the Spa team adhere to all hotel’s and company operational and service standards.
§ Actively participate in training and development programs and maximise opportunities for self-development.
§ Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
OUR GUESTS
§ Able to achieve high performance and operational standards.
§ Able to liaise with internal and external parties at the appropriate levels to ensure smooth flow of the spa operations.
§ Able to handle any guest complaints or special requirements.
§ Be the single point of contact for Dignitaries, VIP and VVIP guests and co-ordinate their Spa experience.
§ Responsible to develop strong product quality and treatment measures.
§ Responsible for reviewing all guest feedback results and implement improvements to ensure guest satisfaction.
§ Demonstrate service attributes in accordance with industry expectations and company standards to include:-
Being attentive to guests
§ Take appropriate action to resolve guest complaints
§ Always demonstrate sincere customer focus and true appreciation for the guest experience.
§ Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
WHAT WE OFFER
You will have access to a benefits package we believe truly works for our people and enhances our overall culture.
· Meals provided by our inhouse kitchen throughout the day for all employees.
· Exclusive team member room rates.
· Exclusive team member discounts on food and Beverage.
· Exclusive family & Friends room rates, give your family and friends the five star experience at The LowryHotel.
· Access to excellent resources and opportunities for learning and development.
· Financial Incentives for excellent feedback through review platforms.
· Access to our Bespoke Employee Assistance Programme.
· Discounted access to Medicash Active Benefits for Health & Wellbeing.
· Additional holiday days and long service events after three years' service.
· Death in service benefit for contracted employees
· Access to health and wellbeing programmes
· Pension scheme
EQUAL OPPORTUNITIES
The Lowry Hotel is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We keep our recruitment process simple and consider applicants on their abilities alone to ensure a fair interview process. If at any point throughout our process you require reasonable adjustments, please contact luke.martindale@thelowryhotel.com
Job Title: Spa Manager
Department: Spa & Health
Responsible to: Director of Operations
Responsible for: Spa operations team
Key Responsibilities:
GENERAL
Commercial
§ To work alongside the Operations Director to prepare the budget and business plan to ensure that the spa is adequately represented.
§ Take a lead in creating & developing the Spa departments monthly Commercial Action Plan and ensure its delivery.
§ To be responsible for the Delivery of spa revenue & GOP according to the budgeted numbers.
§ To complete the spa forecast on a weekly basis (current month plus 2 as a minimum).
§ To continuously analyse market & own trends & react accordingly.
§ To complete & distribute on the books reports on a weekly basis with a comprehensive commentary.
§ Responsible to identify and target specific market segments for potential corporate clientele to promote Spa services.
§ Able to implement and monitor up-selling strategies to maximise spa revenue.
§ Manage spa inventory effectively and follow hotels purchasing standards to ensure audit compliance.
§ Ensure proper inventories of all operating Spa equipment are conducted in line with audit standards in order to effectively manage operational cost.
§ Perform a regular inventory of Spa levels for retail and operational stocks.
§ Ensure that all stock and cash items are kept safely under lock and key.
§ Responsible for checking and overseeing all guest settlements like cash, CC, room settlements etc.
OUR TEAM/PEOPLE
§ Recruit and train Spa employees in accordance with hotel guidelines.
§ Monitor and review Spa employee’s performance regularly and provide required guidance.
§ Conduct annual & midterm performance appraisals for all team members.
§ Set monthly/annual team KPIs in line with budget & incentivise as appropriate.
§ Able to provide guidance, encouraging teamwork and facilitating related professional work processes.
§ Responsible for the department training plan and conduct hands-on training for the new recruitment.
§ Ensure that the Spa team adhere to all hotel’s and company operational and service standards.
§ Actively participate in training and development programs and maximise opportunities for self-development.
§ Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
OUR GUESTS
§ Able to achieve high performance and operational standards.
§ Able to liaise with internal and external parties at the appropriate levels to ensure smooth flow of the spa operations.
§ Able to handle any guest complaints or special requirements.
§ Be the single point of contact for Dignitaries, VIP and VVIP guests and co-ordinate their Spa experience.
§ Responsible to develop strong product quality and treatment measures.
§ Responsible for reviewing all guest feedback results and implement improvements to ensure guest satisfaction.
§ Demonstrate service attributes in accordance with industry expectations and company standards to include:-
Being attentive to guests
§ Take appropriate action to resolve guest complaints
§ Always demonstrate sincere customer focus and true appreciation for the guest experience.
§ Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
WHAT WE OFFER
You will have access to a benefits package we believe truly works for our people and enhances our overall culture.
· Meals provided by our inhouse kitchen throughout the day for all employees.
· Exclusive team member room rates.
· Exclusive team member discounts on food and Beverage.
· Exclusive family & Friends room rates, give your family and friends the five star experience at The LowryHotel.
· Access to excellent resources and opportunities for learning and development.
· Financial Incentives for excellent feedback through review platforms.
· Access to our Bespoke Employee Assistance Programme.
· Discounted access to Medicash Active Benefits for Health & Wellbeing.
· Additional holiday days and long service events after three years' service.
· Death in service benefit for contracted employees
· Access to health and wellbeing programmes
· Pension scheme
EQUAL OPPORTUNITIES
The Lowry Hotel is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We keep our recruitment process simple and consider applicants on their abilities alone to ensure a fair interview process. If at any point throughout our process you require reasonable adjustments, please contact luke.martindale@thelowryhotel.com