When it comes to our AURA Spa and ensuring our guests enter a zone of quiet, calm, and relaxation, our Spa Managers (SM) are the ones in the know. Responsible for our Guests' spa experience, the SM is pivotal in delivering the standard of service we are known for.
On a quiet shift, they can be found checking treatment rooms, tidying up Reception, and checking stock levels; but on a busier day, they are meeting our Guests at the door, guiding and coaching members of the team through new treatments or upselling/retail sales, as well as liaising with the Hotel Reception on availability and guests' requests. Understanding the importance of teamwork across all departments, our SMs are adept at multi-tasking. Being experienced in all aspects of the Spa, including treatments, they know the hard work and attention to detail required.
Behind the scenes, the Spa Manager works with their team to ensure that stock supplies, cash and banking tasks, and cleanliness are all completed accurately, while also providing development opportunities to less experienced team members.
The SM is highly engaged with the venue team as well as teams across the wider group and enjoys showcasing news and activities on our internal communication platform.
Essential Duties & Responsibilities:
Team
Being a confident leader, our SMs are empathetic listeners who really know their team—not just their strengths and areas of development but their aspirations too. They understand how to lead their team to get the best from them.
Our SM meticulously plans their rotas and shifts, including treatment columns, to ensure full cover at all times while providing a healthy work balance across the teams. They are regularly found adding extra cover in the Spa or providing relief if required but always ensure wage and expenditure budgets are met.
Guest Service
As the first point of contact for our Guests, the Spa Manager ensures that comprehensive information is collected at the time of reservation and all treatments abide by relevant health and safety information, providing a memorable spa experience.
When things go wrong or a little attention is required, then our SM is the one to step up; they provide a caring, passionate, and responsive interaction with our Guests to turn any situation around and ensure positive feedback is received.
Communication
Being an effective communicator comes naturally to our Spa Manager; they build key relationships with the other Heads of Departments. By particularly working closely with the Reception team, they ensure that availability, offers, and general guest feedback is all accurate and efficient.
Standards
Our venues are healthy, safe, and enjoyable environments for both Guests and Team, and our SMs play a key role in providing this. They work with the General Manager and suppliers to minimize costs without compromising on quality. Our SMs have detailed checklists and procedures in place with their team to maintain cleanliness and maintenance throughout the Spa at all times.
The SM is responsible for accurate financial records in line with banking and cash-up policies and is proactive in their approach, ensuring any discrepancies and imbalances are dealt with promptly.
Essential Requirements:
Your passion for Hospitality, Spa, and Leisure is unquestionable, and you inspire others around you through your calm, professional, and driven mentality. Teamwork is at the forefront of how you manage your teams, leading by example and providing a supportive and motivational leadership style at all times.
As our Spa Manager, you are happy to get hands-on in all elements of the Spa operation, from service to stock take, treatments cover to taking reservations.
Ideally, you have experience with Spa treatments and products, health and safety training, and an up-to-date knowledge of current legislation, as well as a keen interest in market and industry trends.
Your organization skills are easily demonstrated, and you are able to multi-task at a moment's notice, along with basic computer skills and knowledge of Spa finances and budgets.
You are not individualistic or self-centered and do not expect from your teams what you are not prepared to do yourself. You do not deflect responsibility away from yourself, but nor do you micromanage.
Success in this role will be defined by:
The Spa is a thriving place where Guests and Team feel comfortable, where standards and cleanliness are obviously a priority, and where your leadership style exudes confidence in your management. Your team understands they can deliver a memorable experience, going above and beyond at every opportunity to our Guests.
Collaboration between you, your General Manager, and the Central Operations team is strong, and you take time to discuss suggestions, ideas, and feedback on a regular basis. You have an awareness of financial budgets and profitability and understand what it takes to achieve these.
In your absence, there is no change in the standard and quality of the service and experience delivered; the team feels empowered to take ownership of their roles at all times. Attention to detail is pivotal in everyone’s role, and this is obvious in the standards maintained throughout the Spa, both front and back of house.
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