Overview
Purpose of the role Responsible for assisting the Health Club in the efficient running of the Health Club, ensuring a fun, safe and friendly environment for members and hotel guests. To maximise the sales of Health Club membership and spa treatments and products and ensure sales performance for the department. To manage departmental sales and marketing administration and reports in according to company standards. To ensure that the Health Club brand is perceived by our trade partners and customers alike as the leading, highly desirable place. To work with the Membership Executive to ensure that the Leisure Club’s sales and marketing strategy is implemented successfully. To promote a positive perception of the company at all times both internally and externally.
Responsibilities
* To support the Health Club in the effective running of the Health Club.
* Prepares employees rosters in line with business requirements ensuring efficient service to guests; ensure compliance with all Spa SOPs and Hotel Standards.
* Adhere to the requirements of the Data Protection Act at all times.
* Ensure staff are correctly uniformed, presentable to hotel standards, and name badges are worn.
* Respond to telephone enquiries as per club procedures.
* Carry out beauty treatments as booked by clients following Club procedures for pre and post administration, including: facials, back, neck, scalp, full body and deep tissue massage; body sculpting and other detox therapies; hand, nail and foot grooming; eyebrow shape and tint; aromatherapy; manicure and pedicure; hair removal.
* Undertake cleaning duties in the treatments room.
* Report disciplinary and grievance matters to the Health Club Manager; ensure customer supplies and accessories are replenished.
* Report lost property and maintenance issues to the Duty Manager on duty.
* Attend training and departmental meetings as requested; follow health, safety and hygiene requirements; care for hotel equipment and report defects; report security matters to a Duty Manager on duty.
* Ensure Health & Safety hazards in guest areas are reported; ensure accidents are reported; arrive for work on time and appropriately dressed as per rota; ensure tools and equipment are maintained; ensure keys are safeguarded; complete job of the day in every area daily; minimise wastage.
Sales & Marketing
* Actively promote the sale of beauty products in conjunction with beauty treatments.
* Plan and achieve department retail sales targets on a monthly basis; monitor and review sales against target; analyse and review business performance for each treatment/product, identifying opportunities and development areas.
* Promote the hotel and its facilities to in-house and prospective guests and liaise with the sales and marketing department.
* Safeguard revenue by controlling allowances and discounts in accordance with hotel procedures.
Customer Relations
* Demonstrate service attributes in accordance with industry expectations and company standards: attentive to guests, fulfil guest requests accurately and promptly, understand and anticipate guest needs.
* Maintain a high level of knowledge to enhance the guest experience; demonstrate a service attitude that exceeds expectations; take appropriate action to resolve guest complaints.
Administration and Reporting
* Responsible for all payments made for beauty therapy treatments/products; record details of all treatments taken for each client.
* Take responsibility for stock control accounting systems and cashing up; ensure that sales tracking data is completed daily, weekly and monthly; update KPIs such as return appointments, link selling and file cards, and communicate results to the Department.
* Ensure purchase orders are formulated and authorised correctly and in accordance with company procedures.
Key Performance Indicators
* Attention to details; passion for exceeding guest expectations; confident team player with a CAN-DO mentality; able to work to strict timescales; comfortable in a high-pressured environment; ability to smile at all times.
* This role requires an element of manual handling.
Benefits
* Meals on duty; staff uniform; company pension contribution after probation; recommend a friend reward scheme; 20 days holiday plus 8 bank holidays; dry cleaning of uniform (if applicable); recognition programme; seasonal annual parties; staff rate with IHG hotels globally.
Seniorities
* Entry level
Employment type
* Full-time
Job function
* Management and Manufacturing
Industries
* Hospitality
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