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ResponsibilitiesResponsible for overseeing and managing all daily operations of Spa, with an emphasis on guest services, cleanliness, safety, fiscal responsibility (i.e.
manning, payroll, revenue generation), guiding and mentoring team members.
Work with team members to support hotel goals and ensure operational efficiency.
Work with relevant leaders to establish and achieve revenue and profit targets.
Track and monitor monthly financial results.
Develop marketing programs for the Spa and continually monitor and adjust as necessary.
Train and develop support team members.
Exhibit a professional demeanor, setting an example for all spa team members.
Practice methods that comply with sanitation and health procedures established by the Department of Health and the hotel, maintaining cleanliness in all areas of the Spa.
Perform Manager on Duty in accordance with hotel policy.
Maintain the confidentiality policy for all spa guests, ensuring that guest names are never disclosed to others.
KnowledgeSpa operating hours.
Pricing, fees, and charges for all personal training and exercise classes.
Daily appointments, arriving guests, available appointments, specials, etc.
Directions to fitness rooms and check-in procedures.
Retail brands, product lines, services, and special promotions.
Hotel house count, in-house groups, hotel restaurants, services, etc.
Understanding and adherence to hotel employee rules and regulations.
Understanding and adherence to hotel policies related to fire, hygiene, health, and safety.
CommunicationMaintain positive guest relations at all times, including in-house guests, day guests, and telephone inquiries.
Provide personalized services, such as greeting all guests by name.
Answer the telephone promptly and in a friendly manner.
Receive and respond to all guest concerns, comments, or complaints with discretion and urgency.
Inquire about guest experiences and satisfaction levels with treatments and services.
Maintain continuous communication with housekeeping or engineering regarding cleaning or maintenance requests.
Communicate guest preferences to relevant departments and employees.
Address any guest billing questions or concerns, providing solutions and resolving disputes professionally.
AdministrativeAttend meetings.
Maintain a daily activity log.
Proactively recruit new talent and resources.
Schedule new-hire and ongoing training programs.
Provide constructive feedback to team members to promote a positive work environment.
Conduct regularly scheduled performance appraisals for employees.
Conduct daily walk-throughs and inspections of the spa and retail facilities.
Ensure yield management techniques are applied to scheduling and booking appointments.
Maintain guest history files for all existing guests.
Observe all departmental safety procedures and protocols.
OperationsWork directly with guests, other hotel departments, and all spa team members.
Be responsible for all operational activities and issues on a daily basis.
Accountable for training and development of all support team members, including Spa reception agents, team leaders, and therapists.
Perform reviews and disciplinary discussions for all support team members.
Be flexible with scheduling and meet regular attendance standards.
Handle emergency situations with urgency and discretion.
Observe all departmental safety procedures and protocols.
Review incoming group resumes and conference itineraries.
Review hotel occupancy forecasts and weekly spa schedules to anticipate labor needs.
Maintain lobby and desk cleanliness at all times, practicing a "clean as you go" approach.
Assist Spa Reception with guest relations and scheduling when necessary.
Organize and ensure all areas of the spa are set according to the standard operating manual.
TrainingConduct training for team members according to the Annual Training Plan to ensure employees have the necessary skills to perform their assigned duties.
Ensure that service standards are met as per the spa training manual and standard operating procedures.
Attend training sessions as required to regularly update industry knowledge.
Handle any tasks assigned by the General Manager.
Job Requirements:Possess at least 8 years of experience in the Hospitality industry with a specialization in Spa Management.
Strong understanding of various spa treatments and services offered.
Malaysian with excellent communication skills in English, Bahasa Malaysia, and Mandarin (advantage).
Strong work ethic with a high level of discretion.
Goal-oriented and capable of working in a team environment.
Open to only Female Malaysian candidates.
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Your application will include the following questions:
What's your expected monthly basic salary?
Which of the following types of qualifications do you have?
How many years' experience do you have as a Spa Manager?
How many years of hotel management experience do you have?
Are you willing to undergo a pre-employment background check?
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