Spa Manager

Company Description

The Elewana Collection is a renowned luxury safari/beach group, offering unique and unforgettable experiences in East Africa's most captivating destinations. Our commitment to excellence and sustainable tourism has earned us a reputation for delivering exceptional service and preserving the natural beauty of our surroundings.

Job Description

As the manager of the spa, he/she would play a very important role in the day to day operations of the SPA and health club department. Should strive to maintain and motivate the entire SPA team, and also able to create a culture of care and service excellence among employees.

Able to develop and implement SPA operational goals, policies and procedures. Additionally responsible for leading the efficient and effective Spa operations including short and long-term strategic planning.

Spa Manager Duties and Responsibilities:

• Always demonstrate sincere customer focus and true appreciation for the guest experience.
• Develop and maintain adequate professional product program.
• Ensure all dealings with guests at the spa and health club area to meet or exceed the lodge operating standards.
• Ensure all areas of the Spa are kept clean and well maintained at all times.
• Ensure the guest experience is relaxing and in accordance with the lodge's standards.
• Ensure the health and safety of guests and employees are paramount at all times.
• Ensure consistent Spa experience development to ensure that innovation and uniqueness is maintained.
• Ensure proper inventories of all operating Spa equipment are conducted in line with audit standards in order to effectively manage operational cost.
• Ensure that the Spa team adhere to all lodge’s and company operational and service standards.
• Ensure that spa department follows company conduct and ethics.
• Ensure that spa department follows lodge’s policies and procedures including health, hygiene, emergency and Fire prevention.
• Ensure that the spa department follows safety and maintain confidentiality for all guests and colleagues at all times.
• Ensure all spa, health club and wellness equipment is maintained in good working order at all times.
• Able to provide guidance, encouraging teamwork and facilitating related professional work processes.
• 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.
• Able to promote and sell spa programs to groups, guests etc.
• Able to upsell the spa and wellness programs.
• Able to implement and monitor up-selling strategies to maximise spa and health club operational revenue.
• Able to analyse and interpret the needs of guests and offer appropriate options, solutions and resolutions.
• Responsible to monitor and analyse the products and services of competitive Spas, to maintain a competitive advantage.
• Responsible for the department training plan and conduct hands-on training for the new recruitment.
• Responsible for reviewing all guest feedback results and implement improvements to ensure guest satisfaction.
• Responsible for spa employee’s weekly duty schedules and staff duty charts.
• Coordinate with the engineering department to ensure proper repair and preventive maintenance works of all spa equipment.
• Coordinate with the engineering department to ensure proper repair and preventive maintenance works of all health club equipment.
• Regularly monitor all equipment for the proper functioning in the Spa and health club area to ensure maximum guest satisfaction.
• Train Spa employees in accordance with lodge sop and guidelines.
• Monitor and review Spa employee’s performance regularly and provide required guidence.
• Manage spa inventory effectively, and follow lodge purchasing standards to ensure audit compliance.
• Gather information and remain fully informed of local and international trends in Spa operations.
• Attend daily morning HOD meeting.
• Perform a regular inventory of Spa par levels for retail and operational stocks.
• Raise store requisitions of all retail and operational items as and when required.
• Perform any other duties that management may reasonably require. Carry out any other duties assigned by management.

Qualifications

Prerequisites:

• Passionate about the Spa and Wellness.
• Willing to deliver the best service and experience to our guests.
• Demonstrated strong leadership, team, and communication skills are essential.
• Strong working knowledge of Google Suite.

Education:

• Bachelor’s degree in Business Administration or Degree / Diploma in Hotel/Hospitality Management.

Experience:

• Minimum of 3 to 5 year’s experience as a Spa Manager in a luxury lodge/ hotel or a well established SPA brand.