Spa Experience Manager

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion. Job Summary Responsible for ensuring the outstanding treatment standards in the spa are delivered according to ESPA and Hotel brand standards. Assist the Spa Director in driving operating criteria whilst optimising financial performance through revenue generation and cost control. Acting as an Ambassador for the spa and ensuring outstanding five-star guest relations at all times. Functions as a Duty Manager and oversees the personnel management of the Therapist team. Key Duties and Responsibilities Spa Sales / Finance – Maximise revenue to all business centres in the spa by driving the therapist team to upsell treatments and retail. Strive to exceed personal and team sales targets and objectives as set by the Spa Manager. Produce monthly statistical reports and KPIs, review with the Spa Director and ESPA to identify business and revenue opportunities. Calculate team incentives / commissions on a monthly basis, submitting to the Spa Manager for approval. Monitor therapist utilisation and liaise with Head Receptionist to maintain a reasonable level to prevent injury and sickness in therapists. Play an active role in creating new initiatives in treatment and retail related events and promotions. Track, monitor, and develop ESPA Active Retail activity within the team. Liaise with other hotel departments to maximise revenue opportunities. Maintain an effective professional stock control system – including monthly inventory and placing orders to par level. Monitor and control cost of sales through accurate product usage. Consistently monitor treatment standards, upselling and retailing skills of all spa therapists, ensuring adherence to ESPA protocols and standards. Oversee training calendar, linking it with business objectives, individual therapist needs and any changes to protocols. Maintain standards of cleanliness, hygiene and professional presentation of the treatment rooms and therapist preparation areas through regular spot checks and walk rounds. Guest Relations Check arrivals ahead of time, process room-specific requests and guest preferences, ensuring preferences are offered. Oversee VIP and repeat guest coding and amenities. Maintain Guest Profile notes in Spa Operating System. Manage day-to-day operations, ensuring quality, standards and customer expectations are met every day. Interact with customers regularly across the Spa to obtain feedback on product, service levels and overall satisfaction. Meet and greet guests on arrival. Record guest issues in the Glitch tracking system. Ensure Leading Quality Assurance Standards are adhered to. Correspond with agents regarding guest arrival and departure experience, reporting any issues. Emphasise guest satisfaction during all departmental meetings and focus on continuous improvement. Maintain high visibility in public areas during peak times. Provide immediate assistance to guests as requested. Provide information to supervisors, co-workers and subordinates by telephone, in written form, e-mail or in person. Analyse information and evaluate results to choose the best solution and solve problems efficiently prior to the guest's departure. Inform and update executives, peers and subordinates on relevant information in a timely manner. Utilise interpersonal and communication skills to lead, influence and encourage others; advocate sound financial / business decision making and demonstrate honesty and integrity. Encourage and build mutual trust, respect and cooperation among team members. Serve as a role model to demonstrate appropriate behaviours. Develop specific goals and plans to prioritise, organise and accomplish work. Support handling complaints, settling disputes, resolving grievances and conflicts. Support implementation of the customer recognition / service programme, communicating and ensuring the process. Ensure compliance with all policies, standards and procedures. Understands and implements all emergency plans, including accident, death, elevator, theft, violent crime, bomb and fire. Understands and complies with security, health and safety policies and procedures. Provide services that are above and beyond for customer satisfaction and retention. Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and coaching when needed. Be confident in decision-making and actively involve in service delivery. Serve as a leader in displaying outstanding hospitality skills. Duty Management – Liaise with residents & non-residents, obtain feedback on the SPA. Fulfil role as Duty Manager especially during peak business periods. Empower employees to provide excellent customer service. When On Duty Ensure the facility is adequately manned at all times and oversee the smooth running of all business centres in the spa. Inform the relevant department head of any complaints or issues regarding the spa's facility, taking action or recommending amendments if necessary. Responsible for opening / closing procedures when on duty. Complete opening procedures and checklists for relevant areas daily, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution. Attend hotel morning meetings, taking up-to-date revenue figures from the spa, communicating the day's business, guests and any relevant activities to other department heads. Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets. Personnel Management Create and maintain staff rosters for the Therapist team according to business demands, ensuring adequate cover to maximise room occupancy. Maintain staff morale and motivate where necessary; record, report and resolve grievances as quickly as possible. Recruit, induct, train, develop, appraise performance and discipline all Therapists under the supervision of the Spa Director. Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover. Hold monthly meetings with the Therapist team to communicate, motivate and be aware of staff needs. Ensure the Head Therapist conducts effective inductions and ongoing training for all Therapists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member. Support the spa reception operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities. Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner. Ensure that the treatment area is well maintained, clean and free of clutter. Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner. Work a flexible rota, including evening, early and weekend shifts. Health and Safety Regularly update training for all staff on Health and Safety Policy and ensure it is adhered to. Maintain a high standard of cleanliness and hygiene throughout the facility at all times. Receive training on all relevant legislation pertaining to Health and Safety at Work Law and Health and Hygiene standards. Assure % guest satisfaction in all aspects of guest care. Skills, Qualifications & Requirements Minimum of 1 year as an ESPA therapist. Minimum of 2 years as a Beauty Therapist in a 5-star spa / hotel environment. Training in the ESPA SOPs and protocols. Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, constantly innovating to deliver amazing experiences and everlasting memories. Seniority level Mid-Senior level Employment type Full-time Job function Business Development and Sales Industries Hospitality #J-18808-Ljbffr