Are you a dynamic and motivated leader with a passion for wellness and exceptional hospitality? We’re looking for a Spa & Club Front of House Manager to oversee our clients front-of-house operations, ensuring a seamless and welcoming experience for their guests. If you thrive in a fast-paced environment and are dedicated to delivering outstanding customer service, we’d love to hear from you!
The 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