Assistant Manager of Spa and Wellness

POSITION OBJECTIVE

The Spa Assistant Manager is responsible for overseeing the daily operations of the Spa Team with the support of the Director. In addition, the Spa Assistant Manager will also assist with training and MOD shifts.

ESSENTIAL JOB FUNCTIONS

Training

• Organize and conduct all spa front desk training.
• Develop, implement, and conduct all new spa front desk induction programs.

Systems

• Continuously review SOPs, ensuring that all standards are met.
• Oversee and continue to update the Spa Front Desk filing system accordingly.

Spa Operations

• Oversee spa reception and retail area.
• Be the first point of contact for large spa groups. Manage communications with group organizers. Offer competitive proposals. Co-ordinate appointments and update co-coordinator with itineraries. Finalize billing arrangements. On the day of event, be responsible for execution. Co-ordinate with other departments as applicable. i.e. F & B for lunch, hotel concierge for special requests.
• Handle dissatisfied or disgruntled guests.
• Take reservations as and when is necessary.
• Ensure that all S&P charges for treatments and products and S&P receipts are handled efficiently.
• Responsible for ensuring that guests’ data is captured correctly.
• Responsible for maintenance and upkeep of Spa Reception desk, retail shelves, and front and back workspace.
• Ensure operational flow and follow up on spa packages, special requests and VIPs.

Inventory

• Liaise with Spa Director on retail initiatives and incentives.
• Responsible for driving Retail Sales amongst the Spa Front Desk team and assisting with Retail Inventory Management.
• Responsible for receiving spa retail orders and managing the restocking thereof.

Meetings

• Attend Hotel/Departmental Meeting as and when is necessary.
• Attend weekly spa management meeting when scheduled.
• Assist in facilitating monthly Spa Concierge/Spa Facilitators meetings.
• Attend monthly Spa Staff Meeting.

EDUCATION/EXPERIENCE

• High School Diploma
• Previous Spa/Hospitality experience
• Customer care or relations experience

REQUIREMENTS

• Able to work effectively in a stressful environment
• Able to change activity frequently and cope with interruptions
• Must communicate well with others
• Effective leadership skills and a strong work ethic
• Excellent customer service skills & excellent verbal and written skills
• Efficient, well organized, and able to handle a variety of duties simultaneously
• Energetic, enthusiastic and motivated
• Professional manner, discretion, and appearance
• Able to show initiative and make decisions
• Strong team player
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.

PHYSICAL DEMANDS

• May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form to deal with problems involving several concrete variables in standardized situations.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 8 hours per day.
• Must be able to stand and/or walk for up to 8 hours per day.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, typing, standing, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur in the process of communicating with others.
• Requires manual dexterity to use and operate all necessary equipment.

• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, computers, multi-line phones, filing cabinets, photocopiers and other office equipment as needed.

WORK ENVIRONMENT

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from peers.
• Must be able to change activity frequently and cope with interruptions.
• Must be willing comply with all reasonable work instruction, Company policies and departmental procedures, as well as proper requests or instructions given by your supervisor or other Management Personnel.