Spa Experience Manager

Spa Experience Manager
(13511)

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. Is an Ambassador for the spa and ensures outstanding five star guest relations are delivered at all times. Acts as a Duty Manager and oversees the personnel management of the Therapist team.- Key

**Responsibilities**:
- Spa Sales/ Finance- Maximise revenue to all business centres in the spa by driving the therapist team to up sell treatments and retail.- Strive to exceed personal and team sales targets and objectives as set by the Spa Manager.- Responsible for producing monthly statistical reports and KPI’s, reviewing 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.- Closely monitor therapist utilisation and liaise with Head Receptionist on how to drive this with their team. Ensure this stays at a reasonable level to avoid injury and sickness in therapists.- Play an active role in creating new initiatives in treatment and retail related events and promotions.- Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team.- Liaise with other hotel departments to maximise revenue opportunities.- Responsible for maintaining an effective professional stock control system including monthly inventory and placing orders to par level. Monitor and control cost of sales through ensuring accurate product usage.- Treatment Standards- Consistently monitor treatment standards, up selling and retailing skills of all spa therapists, ensuring that all protocols and standards set by ESPA are adhered to.- Oversee training calendar with, linking this with business objectives, individual therapist needs and any changes to protocols.- Responsible for maintaining 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, corresponding room specific requests and guest preferences and ensures preferences are offered.- Oversight of the VIP and repeat guest coding and amenities.- Maintains Guest Profile notes in Spa Operating System- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.- Interacts with customers a regular basis throughout the Spa to obtain feedback on quality of product, service levels and overall satisfaction.- Meet and greet guests on arrival- Records guest issues in the Glitch tracking system- Ensure the Leading Quality Assurance Standards are adhered to.- Correspondence with Agents as to guest’s arrival and departure experience, report any issues- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.- Maintains high visibility in public areas during peak times.- Provides immediate assistance to guests as requested.-
- Analyses information and evaluating results to choose the best solution and solve problems as quickly and efficiently as possible prior to the guest’s departure from the Resort.- Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.- Encourages and builds mutual trust, respect, and cooperation among team members within the Resort.- Serves as a role model to demonstrate a