Role
* Duty Management: Oversee daily operations during assigned shifts, ensuring smooth and efficient operation.
* Team Leadership: Conduct regular team meetings to facilitate communication, foster new ideas, and monitor team performance. Promote achievements and identify areas for improvement.
* Customer Service: Ensure prompt and accurate handling of customer enquiries and bookings. Address and resolve customer complaints effectively.
* VIP & Group Management: Take control of all VIP, journalists and press arrivals, ensuring a seamless experience.
* Interdepartmental Collaboration: Build and maintain strong relationships with other departments to enhance overall service delivery.
* Performance Appraisals: Collaborate with the Spa Manager to conduct meaningful bi-annual appraisals for all team members.
* Staff Management: Oversee staff absence, holidays, and sickness. Manage the team rota and approve shifts for timely payroll processing. Ensure part‑time staff needs are met.
* Facility Maintenance: Ensure that the spa’s public spaces are well‑maintained, tidy, and spotless at all times.
* Food & Beverage Oversight: Manage and review food and beverage service, control beverage stock, and conduct allergen training for staff.
* Revenue Growth: Liaise with the Spa Manager and Spa Director to explore revenue enhancement opportunities and innovative ideas for departmental growth.
* Cleaning Standards: Coordinate with the cleaning team to maintain high cleaning standards in all spa areas.
* Treatment Revenue Management: Manage online late availability in collaboration with the Treatments Manager.
* Operational Responsibilities: Responsible for the opening and closing of the spa, processing and reconciling daily business transactions, and efficiently managing family swim time sessions.
* Inventory Management: Conduct monthly stock takes of towels and robes, and oversee the ordering of stock as required.
* Compliance: Ensure adherence to GDPR regulations at reception and oversee the functionality of reception equipment.
* Miscellaneous Tasks: Carry out any reasonable tasks requested by the Management Team to ensure smooth spa operations. Be willing to step in during emergencies as needed.
Skills
* Proven experience in a managerial role preferably within a spa or hospitality setting.
* Strong leadership and team management skills.
* Excellent customer service and communication abilities.
* Ability to handle complaints and resolve issues effectively.
* Proficiency in scheduling software.
* Flexibility to work varied shifts, including evenings and weekends.
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