The Role
Manage all aspects of a luxury hotel spa, including daily operations, guest service, staffing, training, scheduling, budgeting, revenue management, maintenance, safety, reporting, and marketing. Lead and develop the spa team, ensure compliance with Resense and Kempinski standards, resolve guest complaints, monitor performance, recruit qualified staff, and maximize profitability while delivering exceptional guest experiences.
Summary Generated by Built In
Kempinski Palace Cairo
SCOPE
SCOPE
To take 100% responsibility for managing a successful Resense Spa via leading the spa team effectively to deliver and exceed the guests’ expectations and maximize 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. Please note, in the rare event of any confusion between directives of Resense and any level of hotel management, the Spa Manager must refer the issue to the Resense Operations Manager.
Key Responsibilities
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 maximizing 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 receive 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.
Skills, Knowledge and Expertise
NATIONALITY: Eligible for a working permit in country of hire
EDUCATION:
- Business administration qualification. (an advantage)
- Beauty/spa therapist qualification. (an advantage)
- Experience with Advanced Cosmetology. (an advantage)
- First Aid and CPR Certificate.
EXPERIENCE: To fill the position, one of the following is required:
- Three years’ spa management experience in an international standard spa.
- Previous experience in a 5 star hotel spa.
LANGUAGE: Ability to work and communicate in a multinational environment:
- Local language – excellent oral and written skills (as applicable)
- English – excellent oral and written skills
- Additional language - beneficial
COMPETENCIES: Include the skills the candidate must have to fill this
Position:
- Operations management.
- Financial reporting and budgeting.
- Human resource management.
- Public relations and marketing.
- Stock and retail management.
- High levels of customer service.
- Industry analysis.
- Strong leadership skills.
TECHNICAL COMPETENCIES:
- Computer literate (mid-advanced level)
- Business writing.
INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Straightforward
- Excellent communication and interpersonal skills with superb presentation and grooming
- Strong management skills and ability to inspire those in others
- Experience in revenue management would be an advantage
- Analytical and problem solving skills and execution of work
OTHER SKILLS: Depending on region and property.
Benefits
About Kempinski
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.
Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
About
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
Skills Required
- Three years of spa management experience in an international-standard spa, or previous experience in a five-star hotel spa
- Eligibility for a working permit in the country of hire
- Excellent oral and written English
- Excellent oral and written local-language skills, as applicable
- Operations management skills
- Financial reporting and budgeting skills
- Human resource management skills
- Public relations and marketing skills
- Stock and retail management skills
- Strong customer service skills
- Industry analysis skills
- Strong leadership skills
- Mid-to-advanced computer literacy
- Business writing skills
- First Aid and CPR Certificate
- Business administration qualification
- Beauty or spa therapist qualification
- Advanced Cosmetology experience
- Additional language proficiency
- Revenue management experience
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The Company
What We Do
Kempinski Hotels is a German luxury hotel management company, recognized as Europe's oldest luxury hotel group, operating upscale hotels worldwide and focusing on creating memorable guest experiences.
