Spa Manager

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About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Position Scope: 

The Spa Manager is responsible for the establishment and execution of clear short term and long-term goals to ensure the spa is recognized as one of the highest quality spas in South Africa.  These goals must ensure Colleague satisfaction, Guest satisfaction, financial success, health and safety and environmental stewardship. The Spa Manager is responsible for the daily leadership of the spa operations, ensuring all productivity and expense controls are followed as well as ensuring that all revenue opportunities, in keeping with the positioning of Willow Stream, will be capitalized 

General Duties and Responsibilities: 

• Ensure the establishment and execution of all departmental goals.
• Plans, directs and manages the Spa to achieve all Financial goals of Willow Stream Spa: 
• Preparation of the Spa budget, capital plan and strategic projects 
• Ensures that monthly financial obligations and budgets are accurate and on target. 
• Assists in developing strategies and creative ways to increase Spa revenues & profitability and to reduce costs 
• Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation 
• Follows up or forecasts to aid in management decision making 
• Direct operations of the Spa facility, including short and long range strategic planning so that the spa operates cost effectively and efficiently. 
• Schedule and conduct month-end-inventories 
• Approve payroll hours and hotel administered service charges/gratuity reports. 
• Measurement of the spa actual performance to budget. 
• Control the cost of goods purchased, services supplied and labor necessary to the sales and production of our products and service. 
• Plans, directs and manages the Spa to achieve all Spa Sales & Marketing goals: 
• Assists to implement and evaluate the hotel’s marketing plan and general business plan as well as marketing and sales strategies to ensure optimum guest satisfaction, sales maximization and profitability. 
• Directs the development and implementation of innovative promotional and sales events  
• Monitors present and future trends, practices and systems in the Spa industry to ensure that the hotel’s Spa operations are competitive in the market place 
• Serve as a link between the hotel and the spa industry. 
• Meet with group meeting planners to show spa facility and programs as required. 
• Promote and sell customized spa programs to conference groups as required. 
• Tour prospective spa Guests. 
• Challenges employees within the department to achieve optimum spa sales and service per employee. 
• Promote all hotel and spa packages and promotions and identify new business and marketing opportunities. 
• Assist in the Implementation of 12-month public relations program, i.e. calendar of events, media etc., and work with the PR Department in all aspects of spa promotions as required. 
• Maintain thorough knowledge of competitors, including location, product offering, pricing, promotion and sales techniques. 
• Plans, directs and manages the Spa to achieve all health, safety and Quality goals for the Spa: 
• Ensure Colleagues adhere to all Willow Stream Spa standards .
• Assist in the development and adherence of all departmental emergency procedures 
• Fully understands the hotel’s fire and emergency procedures and ensures that employees work in a safe manner and they enforce the related procedures. 
• Ensures that all potential and real hazards are reported and reduced immediately 
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees. 
• Strives to keep the Spa in the best condition, ensuring that preventive maintenance is taking place and recommends projects for improvement to the Director of Operations. 
• Ensure the facility is in peak condition at all times: Randomly inspects all treatment rooms on a daily basis to ensure facilities and equipment are clean, well maintained and replaced if necessary 
• Plans, directs and manages the Spa to achieve all Spa Customer Service goals: 
• Constantly seeks out creative ways to improve customer service: selects and develops strategies to improve guest service, treatment techniques and efficiency. 
• Approves Departmental therapist schedules to meet customer needs. 
• Leads and coaches all Spa team members by helping them to provide exceptional guest service, employee satisfaction and profitability 
• Monitors Guest satisfaction levels through various means (eg. VOG) and implements strategies to improve results while maintaining corporate standards. 
• Audits Spa services and quality on a regular basis and develops and implements strategies to improve results. 
• Plans and co-ordinates in-house activities and package plans with the Director of Operations. 
• Achieves goals for “willingness to return”, “customer complaints per thousand” and “customer comment index” 
• Plans, directs and manages the Spa to achieve all Spa Employee Relations goals: 
• Fosters and develops effective employee relations within department and throughout the hotel 
• Responsible for recruitment, recognition, training, developmental discussions, performance reviews and progressive action for all Colleagues within the Spa 
• Utilizes leadership skills and motivation to maximize employee productivity and satisfaction. 
• Looks for ways to motivate and challenge employees  
• Participates in development of recognition programs for staff, advertising and promotional programs and campaigns to increase market awareness and penetration.. 
• Trains and develops all therapists ensuring that their services are in keeping with the market. 
• Checks that staff meet, and exceed guest expectations by training, including skills training to provide a “Yes I can!” service. 
• Champion Training Initiatives in the Spa by being actively involved in the Training Committee 
• Administration and implementation of staff training in all aspects of the spa’s operations i.e. business telephone usage, guest relations, spa services (massage, body scrubs, facials etc.), retail sales etc. 
• Assist in the supervision, operation and coverage of all spa departments:     
• Ensure all Colleagues follow all safety procedures and practices and lead by example. 

• Minimum of 5 years experience in management position in a spa or related field preferred
• Bachelor’s Degree (Business Administration) an asset
• Experience in the hospitality industry an asset
• Desire to provide phenomenal Guest experiences 
• Must possess outstanding guest service skills, professional presentation and sophisticated verbal and written communication skills
• Must be guest-oriented, have a vibrant personality, and radiate enthusiasm to assist people
• Proficient in English language (verbal and written) with a second or third language as an asset
• Licenses in Massage Therapy and/ or Aesthetics/ Cosmetology are an asset
• Computer literacy in Windows, MS Office Suite, Opera PMS system, SpaSoft, and Micros is recommended.