Full Time Regional Senior Manager for a 5 Star Hotel Spa in Egypt .
Minimum experience required: over 5 years.
Salary: Negotiable based skills and experience
Location: Sharm El Sheikh, EG
Essential Qualifications: Degree
Start date: Immediately
Directly reports to: Spa Project Development Consultant & Hotel GMs.
Our Spa Manager will ensure all Standards set under the Spa Brand Concept are adhered to and respected at all times by the Operator and all its staff members.
Oversee operations in 2 different Sharm El Sheikh hotels located within 1 km of each other.
Bare responsibility of Spa Operations and management as well as, when necessary, replying to Guest requests, taking appointments, making sure that the Spa is operating smoothly and giving all necessary support to the staff so they can perform their duties at their best.
Ensure that all staff members comply to rules and regulations that are set in the SOPs, Staff manual and in their JD in order to provide guests with an unsurpassed level of customer service at all times, overlooking that the staff is always giving accurate knowledge & information of all Spa services and properly recommending retail products, & making sure each Spa Staff member conducts themselves with the highest level of courtesy, respect and professionalism towards Guests.
Create and maintain a team spirit that will inspire the Spa staff to perform at their best at all times.
Oversee the quality process of our services to ensure guest satisfaction is at its highest at all times.
Ensure the Operator and its staff adhere to service quality and standards in professionalism, ambiance, use of products, treatment protocols and that all rules of conduct are respected at all times.
Ensure the ability of the staff reflects in the constant attainment or ability to surpass the yearly financial budget created.
Will lead by example, demonstrating to Staff members professionalism, polite, courteous and caring towards the Guests and towards each staff member.
Musts: Have a Diploma or Degree in hospitality management or business administration with a minimum of 5 years work experience in a Management role in the hospitality industry more so in the Health and Well Being industry.
Have an aptitude with overseeing and preparing yearly budgets, working closely to maintain efficiency in costs and spending. Must be articulate and have excellent customer relation skills. Must have excellent organizational skills.
Have strong leadership qualities and problem solving capabilities while maintain high respect for all guests and team members.
KEY DUTIES & RESPONSIBILITIES:
Operations management of Spa
Assist HR and Spa Consultant to recruit and interview Spa staff members.
Be responsible for and ensure stock and cash items are kept safely under lock and key.
Minimize or eliminate losses through negligence through monitoring programs.
Implement a clearly established opening and closing procedure.
Manage inventory effectively; follow purchasing standards; ensure compliance
Maintain Spa Procedure Manual and ensure its compliance by all staff members.
Work closely with Spa Consultant and marketing team, recommending program incentives as required Maximizes revenue and cash flow by promoting resort Spa services and Spa programs, packages and upgrades when appropriate and when requested by Hotel Management
Respond to customer inquiries or complaints in a respectful and professional manner.
Hold regular staff meetings to keep staff up to date on all aspects of the Spa operations.
Ensure equipment is maintained in good working order.
Maintain professional relationships with suppliers.
Financial Management of Spa
Interpret Financial Reports and provide projected Revenue vs. Expenses, PnL
Use financial plans for spotting trends, measuring productivity and monitoring progress. Control ongoing service and product margin analysis to ensure profitability
Implement opportunities for managing operational costs and boosting revenue.
Develop procedures for accurate inventory control and monitoring.
Implement full Spa product and service purchasing standards and ensure compliance. Administer staff and client scheduling for maximum revenue generation and profitability.
Develop competitive value for service programs for the customer.
Customer Service management
Uphold staff’s and self gracious front desk procedures for booking and dealing with guests. Maintain and create incentives to secure repeat guests satisfaction
Develop and maintain guidelines for customer complaint handling.
Exhibit a professional attitude, diplomacy and an ability to handle difficult situations between staff and with guests.
Anticipate, identify and ensure customer needs are being met in the best possible way.
Guide staff to be caring and understanding to guests needs, and are cooperative and fair at all times.
Human Resources management of SPA
Effectively administer and monitor Staff Scheduling procedures.
Demonstrate an exceptional level of professionalism for the staff to emulate. Create a motivating environment of sincerity, warmth and fun for staff and guests. Implement ongoing skills training to ensure service standards are being upheld.
Develop and monitor Job Descriptions and Staff Incentives Planning.
Perform Staff Evaluation Reports when requested reporting to Spa Consultant
Character Expectations from our Spa Manager to ;
Be proactive and use good judgement when dealing with challenging situations
Act with professionalism and integrity
Be transparent in your motives, methods and expected results
Own mistakes and share your knowledge to prevent a repetition of the same error within your department or division
Conduct business honestly & fairly
Keep sensitive information confidential
Respect the positions and responsibilities of colleagues and other HOD Cooperative and supportive to HOD of other departments
Report to Hotel GM when requested
Respect and prepare reports for Spa Operator when requested. Show Less