The posting
KEY DUTIES / RESPONSIBILITIES
- Understanding of the daily operation of Kandima Resort Spa concept and procedures.
- Assist Spa Operation Manager, maintaining daily smooth operation and monitor the quality of the service provided up to the highest standard as implemented.
Financial
- Assist the Spa Manager and coordinate the formulation of the annual spa budget and other financial statements and reports.
- To assist in finalising the end of month accounts.
- To assist controlling and driving the spa budget maximising revenues and lowering costs.
Operational
- To ensure smooth daily operation at all aspects of the spa and fitness area.
- To ensure all spa personnel are conducting their work in an appropriate manner in accordance with the policy and procedure manual.
- To assign job tasks to spa personnel as suited to their position and ability.
- To handle all guest complaints, requests and enquiries on departmental services.
- To establish a good rapport with guests to maintain good customer relationships.
- To provide spa treatments training for new on board Spa Therapist, PT and Yoga sessions requirements.
- To regularly update skills and knowledge in professional field of the spa operation.
- To promote a high level of performance and motivation among spa staff.
- To attend meetings as requested.
- To develop and maintain effective forms of communication.
- To implement and ensure correct records of all spa promotions and analyse the results setting in place action plans to improve marketing strategy, upon approval of Spa Operation Manager.
- To organise and check that all areas of the spa are set as per the policy and procedures manual.
- To set example to the therapists to a high standard and continue their development.
- To ensure, stock and supplies are requested in accordance with minimum stock levels.
- To evaluate operations and procedures and implement improvements.
- To ensure all equipment is well maintained and in safe condition.
- To handle guest complaints and record all guest comments.
- To ensure that all new staff are given a proper departmental introductory orientation
- To attend necessary training sessions, whenever applicable, to regularly update knowledge and skills in professional field.
- To liaise and build relationships with outside companies when necessary.
- To look for new concepts, treatments and products and to present to the Spa Operations Manager for approval and implement as directed.
- Actively promote spa internal marketing within the resort.
- To build strong relationships with the resort higher executives and ensure open communication.
- Develop action plans to increase revenues and guest satisfaction with in all outlets.
Training
- To conduct training for the staff in accordance to the Annual Training Plan in order that employees have the necessary skills to perform their duties assigned.
- To develop in conjunction with the spa senior therapist additional services and signature treatments, in approval of Spa Manager.
- Ensure that the standards of all services performed are as set in the spa training manual and are conducted as per the policy and procedures implemented.
- Ensure adequate learning is undertaken recorded and monitored.
- To conduct training of the employees within the department, ensuring that the standards and methods of service are maintained as stated in the policy and procedures manual.
- To attend training sessions whenever required to regularly update your knowledge of the industry.
Human Resources
- Liaise with the Spa Operation Manager to ensure that service standards are met, treatment efficiency and staff training is of the highest order.
- Ensure that adequate training opportunities are available to all Spa staffs and actively involve senior therapist and spa staffs in the development of new treatments and services.
- To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
- To have a complete understanding of and adhere to the resorts rules and regulations.
- To ensure that all employees have a complete understanding of and adhere to the resorts policy relating to fire, hygiene, health and safety.
- To ensure that the numbers of personnel in the spa are at the required level to meet the needs of occupancy in the resort.
- To ensure that all personnel provide a courteous and professional service at all times and that all staff is trained to our high standards.
General
- To establish good guest relations and rapport.
- To handle guest complaints.
- To issue job requisitions and repair orders for maintenance.
- To check and follow up on repairs and housekeeping standards of the entire spa.
- To ensure high standards of cleanliness in the spa.
- To carry out all other reasonable duties and responsibilities as assigned
- To have open and honest communication skills with all team members.
- To report for duty punctually wearing the correct uniform and groomed as per the policy and procedures manual.
- To have a complete understanding of and adhere to the Resort’s employee rules and regulations.
- To have a complete understanding of and adhere to the Resort’s policy relating to fire, hygiene, health and safety.
- To encourage motivation and development and maintain harmonious work environment.
PERFORMANCE STANDARDS:
- Specific financial measures of performance:
- To be agreed at each appraisal
- Specific non-financial measures of performance:
- To be agreed on recruitment and at each appraisal.
- General measures of performance:
- As a member of the department, he/she is required to set the highest standards of performance both within his department and as an example for others outside department.
- Frequency of appraisal:
- Performance to be appraised annually
- Appraiser:
- To be appraised by the Spa Manager
This is not an exhaustive list of responsibility; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management when required.
