Spa Operations Manager
Langham Hotels International - Boston, MA

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Job Summary

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Purpose of the job

Ensures the Spa operates at the highest standards of treatment and service. The Chuan Spa philosophy in particular TCM is trained, understood and promoted by all team members.

primary responsibilities

1. Day to Day Management and Training
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Ensure the Spa operating procedures are adhered to and reviewed on a 3 monthly basis.
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Implement daily targets for all Therapists and report on a daily / weekly basis.
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Induct and train all new Therapists and Spa attendants to the highest standards in line with the Therapy Training Manual / Operations Manual.
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Ensure all ordering and stock taking is completed on a weekly / monthly basis as per section 4 of the Operations Manual.
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Provide on-going training and development for all Therapists and Spa Attendants in order to deliver consistently high treatment / brand standards.
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Ensure all Therapists are trained in the entire treatment menu with each session entered on their Training Record.
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Be fully aware of the daily treatment booking schedule and to keep updated with any changes throughout the day.
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Ensure all Therapists follow the standard treatment room set up and spa journey as per section 10 of the Operations Manual.
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Comply with all local and national legislation for the Spa in particular licensing laws and 3 rd party insurance.
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Ensure that all Therapist breaks are scheduled and agreed with the Spa Reception.
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Work closely with the BDM and Product House suppliers to create promotional and seasonal offers aimed at the Members, Hotel Guests and Day Spa Guests to maximise therapist / treatment room utilization and retail revenue.
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Organise beauty demonstrations and therapy presentations within the Spa / Hotel and for outside groups in agreement with the Spa Director.
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Contribute to media interviews and material for press releases where requested by the Communications department or Director of Operations.
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Ensure the receptionists have sufficient knowledge to assist clients regarding treatment bookings and purchasing retail products.
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Regularly review the appointment schedules, waiting list, cancellation and no-shows, average treatment spends, and retail sales: take appropriate action to ensure revenue opportunities are not being missed.
2. Retail
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Provide a full account of daily operation of spa retail and shop, including guests request relating to merchandise
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Responsible for monthly inventory of retail items
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Responsible for replenishment, receiving and stocking
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Responsible for updating prices of goods and change if required
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Responsible for all retail displays
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Ensure areas are well maintained and kept clean
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Create a image of friendly, knowledgeable and efficient service to guests
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Prepare daily closing sales reports as requested by Accounting
Prepare month end closing reports as requested by Accounting
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Responsible for sourcing new products and packaging
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Negotiate product on consignment basis
3. Communication
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Maintain clear lines of communication with the Director of Operations and other key departments within the Hotel.
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Network with other Spa Operators in order to get to know the market trends etc.
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Attend Hotel Meetings as required.
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Attend the Spa / Club daily brief as required.
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Conduct regular monthly staff meetings with printed agenda as per section 5 of the Operations Manual.
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Ensure all enquiries, correspondence and complaints are handled positively and promptly.
4. Market Intelligence
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Keep up to date with the industry best practices and latest treatments / services in the market place.

5. Human Resource Development
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Manage the recruitment needs of the Spa.
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Schedule and oversee trade tests for Therapist 2 nd interviews.
6. Other
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Submit weekly and monthly reports to the Corporate Office as necessary.
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Ensure that the Spa team members are always well groomed in accordance with the department standard and are punctual for duty / appointment obligations.
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Ensure the hygiene and cleanliness of the Spa is maintained on a day to day basis.
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Apply a courteous and professional approach towards Guest and team members at all times and be highly visible around the Spa.
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Maintain client and company confidentiality, ensuring all business dealings or personal details are not discussed with outside parties.
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Manage your working hours in line with the demands of the business.
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Ensure that schedules are submitted to the Director of Operations as per Hotel policy and completed in accordance with the approved budget / staffing guide.
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Carry out consultations for Members, Hotel Guests or Day Spa Guests and fill out a Registration / Lifestyle sheet for each treatment completed.
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Make recommendations to the Director of Operations on how the treatments, TCM services, packages and activities provided in the Spa can be continually developed in a way, which will maintain our lead position, achieve greater client satisfaction and increase profitability.
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This job description is intended to be a guide to the most regularly performed duties; it does not form part of your contract of employment and is subject to amendment and change as may be considered necessary from time to time.
7.Health and Safety
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Be fully aware of the hotel Health and Safety policy and Fire Procedures.
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Adhere to health and safety requirements by using safe working practices at all times.
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Review and recommend revision of Health & Safety policies and procedures for the Therapy area where necessary and in accordance with local legislation.

Requirement

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At least 5 year’s working experience with minimum of 2 years in a Manager / Senior role of spa & health club operations.
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Prior experience as a Massage Therapist and Esthetician and/or Massage therapy and Esthetics certification in Boston/Massachusetts preferred.
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Computer knowledge on: Word, Excel and PowerPoint are essential.
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Spa / Club software applications are desirable.
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Strong management skills.
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Ability to make prompt and systematic decisions.
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Independent with an ability to work under pressure.
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Excellent communication skills and leadership qualities.
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Good team player & able to develop sound working relationships with all colleagues.
Strong delegation & interpersonal skills.

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