Director of Spa

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Occupying the top floors of a landmark 39-floor tower, Four Seasons Hotel Tokyo at Otemachi seamlessly blends modern high-style design with classical Japanese elements. From tasteful event venues to dynamic dining and drinking spaces, the Hotel offers a unique experience that is distinctively Four Seasons. The Hotel boasts a prime location above Otemachi Station in Tokyo's prominent financial district, right next to the Imperial Palace. The SPA is a tranquil sky-high sanctuary, complete with water features: vitality pools, mist chairs, and traditional Japanese ofuro baths. Dining options range from est, a Michelin-starred contemporary French restaurant, to PIGNETO, which serves authentic Italian cuisine with an al fresco terrace. VIRTÙ, listed on Asia's 50 Best Bars, is an immersive concept bar that harmoniously blends the drinking cultures of two iconic capitals, Paris and Tokyo. THE LOUNGE is the perfect spot for anything from an impromptu business meeting to a glamorous afternoon tea, all enhanced by stunning views of the Imperial Palace Gardens and the breathtaking Tokyo skyline.  

About the role
 

• To provide leadership to property Spa employees by providing cutting edge advice, answering questions, participating in special groups and facilitating communication and shared best practices.
• The ability to give practical advice on creating a tasteful spa environment, and translate that into eye for detail and crispness. 
• To understand market trends and have a proven track record for collaborating with Directors of Marketing to put together sound business plans and supporting action steps. 
• Be articulate and confident and able to advocate the importance and relevance of the spa experience in both urban and resort locations.

• To supervise the day-to-day operation of the Spa & Fitness Centre.

• To manage the Spa & Fitness membership program.

What you will do

Outcomes

• Maintain harmonious and professional relationships with all departments and Home Office.

ENSURES THE PHYSICAL SPACE EXCEEDS FOUR SEASONS STANDARDS: Space is visually appealing; ambience and senses are touched and completely intertwined. All spaces contain a complete sensory experience in harmony with one another; Spa conveys a sense of place and a positive rejuvenation of body and spirit.  

MAINTAIN PHYSICAL PRODUCT: Effective communication maintained with regularly scheduled walkthroughs with Housekeeping and Engineering. Facility impeccably maintained and preventative maintenance plan in place; attention paid to details through visible unique amenities with quality offerings and furnishings.

SPA COLLATERAL REFLECTS & REPRESENTS PROFESSIONAL IMAGE OF PRODUCT: Spa works with various stakeholders to facilitate production of visuals that appeal to property’s market segment; collateral is current representing spa concept & branding, visually stimulating. Collaborates with DOM, Hotel Manager & GM to plan and advertise future initiatives aligned with Hotel Marketing Plan and Hotel Goals.

COORDINATE EFFICIENT SPA RESERVATIONS PROCESS: Solid systems in place allowing consistency in booking and confirmation process, reservation staff has the ability and knowledge to consult & advise guests on spa products and treatments. Empowered reservations team consistently delivering Spa Reservation Benchmark Standards and effortlessly guiding guests to discover spa experiences beyond compare.

MAINTAIN SMOOTH OPERATIONAL FLOW TO PROMOTE A SEAMLESS SPA JOURNEY FOR GUESTS: Operational levels consistent with business flow. Guest recognition in place; guest escorted through various elements of the spa experience; physical layout allows sensitive & comfortable flow. Guests receive a personalized welcome to spa; forward planning allows seamless and ease of guest movement through spa areas for the optimum guest experience.

COMPREHENSIVE & CONCISE KNOWLEDGE OF SPA BUSINESS: Has the ability to respond quickly to guests’ needs & expectations in regards to facility requirements and serves as an authority on all spa disciplines. Serves as a wealth of knowledge for spa, property and local destinations. Has the ability to engage guests in conversations on the spa industry. Active involvement in industry organizations keeping updated with a wealth of spa knowledge. Effectively integrate Spa in accordance to the direction of global and regional Spa trends.

TREATMENT MENU EXCEEDS PRODUCT AND GUEST EXPECTATIONS: Menu offers a varied treatment mix consistent with the spa concept. Menu is innovative, unique & skillful in providing an exclusive spa experience.  

SPA BENCHMARK STANDARDS ACHIEVED CONSISTENTLY: Consistent delivery of standards as measured by Leading Quality Assurance (LQA) audits, MEDALLIA guest comments, other platforms deemed as pertinent by the Hotel’s Planning Committee; daily standards testing in place with feedback and coaching, Designated Trainer actively involved in improving results. Passionate staff attitude and a desire to exceed guests needs; learning Culture evident throughout department, maintains relationship with Learning Manager on Standards Training initiatives.

UNDERSTAND AND IMPLEMENT EMERGENCY RESPONSE PROCEDURES: Respond properly in any hotel/ spa emergency to assure staff and guest safety. Certified in CPR (Cardio Pulmonary Resuscitation) and First Aid and also assure sufficient number of certified spa & fitness staff is on premise at all times.

Continuously strive for improvement of processes and efficiency.

Perform any additional duties as assigned by the General Manager/ Hotel Manager.

CREATE AND COORDINATE AN EFFECTIVE SALES SKILLS PROGRAM: Sales training in place for all front desk and applicable treatment providers; staff has good sales knowledge; management monitors, motivates and rewards team; ongoing training planned. Staff is educated with strong product and upsell knowledge; management motivates, inspires and rewards team; regular sales training in place; collaborates with Sales and Marketing on cross promotions

MANAGE AND IMPLEMENT EFFECTIVE RETAIL PROGRAMS: Product displays are visually appealing and product offerings represent the Spa’s ambiance and market demand; meets cost of sales and budgeted retail revenue targets; maintains an inventory rotation program. Excellent familiarity with market, customers and trends; adjusts spa retail products to market and business demands; exceeds budgeted percent of total revenue, creative and dynamic approach to cost and revenue

MANAGE AN EFFECTIVE LABOR CONTROL PROGRAM: Understands and utilizes labor tools and closely monitors forecast; able to investigate and rectify overages in labor. Exceptional grasp on labor tools including standards and forecasting; creative use of flex staffing schedules

USE EFFECTIVE YIELDING STRATEGIES: An active yielding plan exists; regular and structured focus on revenue maximization is utilized; promotions to stimulate market are in place. Proactive in producing creative ideas to grow business in both high and low periods; excellent understanding of business demands and maximizing space utilization; collaborative relationships with DOF, DOR, DOM and others to maximize revenue. 

BE ABLE TO INTERPRET SPA PROFIT & LOSS (P&L) STATEMENTS AND FINANCIAL KEY PERFORMANCE INDICATORS (KPIs): Issue recommendations regarding the Annual Operating Budget, Capital Expenditure (CAPEX) budget, and provide further periodic evaluations of financial performance, based on Spa-specific KPIs like Spa Utilisation Ratio, Spa Capture Rate, Spa Therapist Productivity, Spa Revenue Per Available Treatment Hour (REVPATH), Spa Revenue Per Occupied Hotel Room (RPOR) with supporting statistical data.

Conduct self in a professional manner at all times and work the hours required to lead the team by example and assure the operations are under control – leading by example is key Assist in other areas of the department as needed and follow tasks given by the Hotel Manager whenever required. Create relationships with all spa & fitness patrons including members Prepare reviews and development plans and take appropriate personnel-related action (i.e. hire, commend, discipline, evaluate, etc.) with Spa & Fitness staff as required. Have a global working perspective and excellent communication skills – written and verbal Great understanding of Self-Esteem and Self-Actualization of Team and ensure proper support and help is provided whenever needed. Have the ability to supervise the day-to-day duties of the Spa & Fitness team and assist as necessary. Hold monthly department meetings with Spa & Fitness Staff to ensure communication and address any issues that are affecting the team. Participate in and develop staff training programs and development plans in order to minimize staff turnover and maintain high morale.  Particular emphasis should be given to those individuals qualifying for future advancement. Supervise, train and motivate department staff to thoroughly understand all of their duties and responsibilities. Meet with the Hotel Manager on a regular basis to communicate all Spa & Fitness activities and results of the Spa & Fitness daily briefings or departmental meeting or any other related issues with a proactive approach on possible solutions and or outcomes. Actively network within the community to attract potential candidates for recruitment purposes. Plan, organize, lead and control different projects and activities within the Spa & Fitness team. Identify coaching moments and ensure that those moments become opportunities of learning and development for the Spa & Fitness team. Establish a rapport with the Spa & Fitness team and other divisions within the hotel. Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. .

What you bring

• Proven leadership skills in a Hotel/Resort environment
• Highest level of integrity and transparency
• Strong interpersonal and relationship-building skills to work with cross-functional teams; negotiate for resources and influence stakeholders and to gain acceptance of and commitment to plans, ideas, initiatives, etc.
• Excellent written and verbal communication skills to prepare and deliver reports, effective presentations and to facilitate meetings
• Promote a continuous learning environment that creates an atmosphere for professional development opportunities
• Apply an ethical approach to influence the outcome of situations
• Serve as a role model for others by demonstrating appropriate business conduct and ethical principles
• Continuously seek to improve/develop the performance of others and continuously strive to improve his/her own performance
• Work in a safe, prudent and organized manner
• Must be willing to work a flexible schedule.
• Assist in maintaining a safe environment at all times.
• Able to maintain and support company standards.

• Require a working technical knowledge of generally accepted Spa, Fitness and Wellness modalities, Four Seasons Policies and Procedures and job knowledge of all positions in the Spa & Fitness Department. Working knowledge is generally learned on the job or through a series of professional certifications.

• Require knowledge of and the ability to operate computer and excellent Microsoft Office skills. Lotus Notes, Book4Time and Opera Systems knowledge would be ideal and greatly valued.
• Strategic, analytical and have solid business acumen.
• Creativity, thinking out of the box and finding new ways to deliver service excellence to our guests and team members
• Proactiveness, being able to provide sound solutions to possible problems
• Leadership, leading by example at all times
• Managing the spa & fitness membership program

What we offer: 

• What we offer: 
  •    Competitive Salary, wages, and a comprehensive benefits package
  •    Excellent Training and Development opportunities
  •    Complimentary Accommodation at other Four Seasons Hotels and Resort
  •    50％F&B outlet discount for other Four Seasons Hotel in Japan.
  •    Complimentary Employee Meals
  •    Social insurance

  •    Define contribution benefit

  •    Yearly health checks up

   

   

  Schedule & Hours:

  •     40 working hours per week. 

  •     10 days off every month except February　（9 days）