Assistant Spa Manager

• 2-4 years of experience in a similar position with a luxury hotel or resort
• Certified for massage and beauty treatments.
• Excellent communication and exceptional guest service skills
• Guest centricity and understanding the importance of guest’s preferences

Roles and Responsibilities:

• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve customer complaints; assist customers in all inquiries in connection with spa services.
• Assist the Spa Management to achieve departmental goals such as personal development (coaching, training, standard testing…) and ensuring an active communication with Supervisors and team members.
• Possesses a high level of product knowledge and relevant technical skills; intuitively recommends and effectively upsells treatments, packages, and retail items in a sensitive and personalized manner.
• Contribute to Product enhancement (spa menu engineering, new policies, sourcing new retail…) and Profit achievement (Upselling programs, Retail goal, maximizing Team incentive programs).
• Develop Retail and Wellness offerings based on the latest industry trends. Actively promote Membership sales and ensure members’ satisfaction.
• Ensure Spa membership departmental budgetary goals are achieved.
• Handle Spa, Fitness guests and members interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; meticulously respects guest needs for privacy, takes ownership of guest concerns and requests and acts decisively to ensure guest satisfaction when glitches occur.
• Assuming training responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model.
• Actively participate in daily briefings, departmental meetings and scheduled training sessions.
• Display warmth, care and genuine enthusiasm when dealing with guests, spa members and internal customers; lives the Golden Rule.
• Maintain a clean and orderly work area and promotes a safe working environment. Perform any additional duties as assigned by the Director of Spa or Hotel Manager.
• Work harmoniously with his/her colleagues and superiors at all times.
• Communicate and adapt to guest preferences and needs and make some suitable recommendations to extend experience after the services.
• Has a thorough understanding of all services including benefits, indications for each of the treatments; applies professional products safely and accurately.
• Has an outgoing personality and a can-do approach to any task – personifying luxury guest service. Assists in executing the day-to-day operational requirements.
• Flexible and extended job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.