Spa Manager

Raffles is a brand among the Accor group. In most of its locations, Raffles has a long history of making the most of major landmarks, embedded in the local heritage of each country. Raffles Hotels create a well-balanced bridge between local communities, heritage, and the environment. Through the Raffles brands, the historical buildings enjoy a new life thanks to renovations that helped create refreshed luxurious accommodations that benefit from a better sustainable performance thanks to their new eco-design. These sensitive, high-quality, and sustainable repairs and enhancements are provided by the brand in areas of high historic significance.

Spa Manager 

SCOPE AND OBJECTIVES 

The Spa Manager is responsible for the establishment and execution of clear short- and long-term goals to ensure the combined elements of well-being in the resort are aligned with the hotel brand values.. This includes the daily leadership of the spa and / or fitness / recreation /Kids Club team, business and strategic directions of the business, including marketing and social activities to promote the spa and / or wellness facilities. The quality and guest experience, as well as team motivation, is a key component of everyday operations. Proactive management of financial P / L for maximum business opportunities as well as ensuring that optimal internal auditing processes are in place. 

Alignment with the individual brand values represented for wellness is imperative. This role has a particular focus on not only the genuine well-being of the guests but also the well-being of the colleagues and colleagues programming, working closely with Talent and Culture teams. 

JOB RESPONSIBILITIES 

Adhere to the Spa Policy & Standard Operating Procedures manual. 

Act as an Ambassador for the spa & wellness, Kids Club. Representing the brand values for colleagues establishing relationships with internal and external stakeholders representing the values of the brand and Accor. This includes maintaining a professional appearance at all times. 

Promote colleague wellness and colleague wellness programming with Talent and 

Culture teams. 

Manage the operations and efficiency of the spa & wellness facilities. 

Effective colleague communication and welfare for new and existing staff as well as other departments at the property and corporate teams. 

Establish proactive strategic initiatives for the spa and wellness areas applicable to the hotel to help market the overall well-being offers / products. 

Establish proactive strategic initiatives for the spa to help market the overall offers / products. 

Maintain extensive knowledge of competitors, including locations, product offerings, pricing, promotions, and sales techniques. 

Act as hotel ALL Safe Officer and member of Planet 21 and harassment committee.  

Carry out any other duties and responsibilities as assigned by the hotel team. 

Protect the rights of the property at all times. 

ADMINISTRATIVE RESPONSIBILITIES 

Assist in the development and implementation of financial budgeting and analysis for the departments within the facility. 

Provide monthly budget and forecasts when requested. 

Responsible for staying within the allocated budget from cost and maximising profitability. 

Establish reliable systems to track all internal inventories for the department and report any variances. 

Approval of payroll hours and hotel administered service charges / gratuity reports. 

Generate and review daily / monthly facility and productivity reports including monitoring schedules. 

Review / approve purchase requisitions and all invoices before transactions. Control the cost of goods purchased, services supplied and labour necessary for the sales and production of our products and services. 

Maintain warrantee and service agreements on all equipment and work with engineering to resolve any malfunctions and initiate repair. 

Submit monthly reports using the spa performance reporting tool to the property and corporate teams. 

Report any maintenance requirements of the spa. 

STRATEGY AND MARKETING OF WELLNESS ASSETS 

Lead the implementation of a 12-month strategic initiative and marketing plan identifying new business and marketing opportunities inclusive of social, digital and events. This includes initiatives to drive awareness for in-house guests, corporate groups as well as the local community. 

Create a pricing structure for treatments / retail adapting to local market conditions and hotel rates. 

Ensure all collaterals and communication are aligned with the brand guidelines. If none are available, seek support from the corporate teams. 

Create wellness programming events / retreats and / or workshops to drive the concepts of well-being specific to the brand and the facility. 

REVENUE MANAGEMENT AND FINANCIAL RESPONSIBILITIES 

Establish strong yearly KPI goals aligned with expected revenue. 

Follow the revenue management guideline for Accor for spa / well-being. 

Attend weekly revPRO meetings to understand new business opportunities within the hotel and the local community. 

Practice revenue management to maximize daily targets. 

Establish a pricing list as per the Accor spa revenue management recommendations. 

Assist management with the month-end profit and loss statement distribution. 

GUEST QUALITY AND OPERATIONAL EXCELLENCE 

Ensure guest preferences and special requests are accommodated to the best of the property’s abilities. 

Perform regular treatment and facility audits to maintain brand standards. 

Be present in daily operations to oversee the success of the guest and colleague experience, including daily walk-throughs to assess quality. 

Provide tools for the team to best manage the day to day operations resulting in excellent and anticipated guest service. 

TALENT AND CULTURE / TEAM COMMUNICATIONS 

Regular communication and departmental meetings for the colleagues in each department including regular updates, motivation and recognition. 

Attend morning briefing with the executive committee to communicate daily spa, wellness and fitness activities as well as understand what is happening within the hotel. 

Ensure that the spa department maintains a positive relationship internally and with other departments. 

Efficient organization of the onboarding of all new Accor staff and cross-training of all colleagues in all applicable positions and aspects of job tasks. 

Assist in the recruitment, development, training and recognition programs of all department heads and supporting staff. 

Conduct anticipated performance reviews for all colleagues reporting to this position as per 

Accor yearly cycles. This includes performance management of any disciplinary concerns. 

Understand and adhere to the Accor Code of Ethics book. 

HEALTH, HYGIENE AND SAFETY 

Follow and ensure that all colleagues follow all safety procedures and practices of the property; lead by example. 

Maintain peak conditioning of the facility at all times through cleanliness and hygiene. 

Ensure guest / member satisfaction at all times by assuring safety and service is always the spa’s first priority. 

Assist in the development and compliance of all departmental emergency procedures. 

Ensure all potential and actual hazards are reported as well as rectified immediately. 

Assure safety of the persons and the property of all within the premises by fairly applying hotel regulations and strictly following existing laws. 

Handle emergency situations with urgency and discretion. 

EDUCATION AND EXPERIENCE 

Bachelor’s Degree (Business Administration) is an asset. 

Minimum of 2 years’ experience in a management position or Asst manager position in a spa. 

Experience in spa therapy role, recreation and / or fitness background experience is recommended. 

Previous luxury hotel experience with background in financial budgeting and forecasting. 

Ambassador for well-being including a personal interest and lifestyle approach 

Competencies

• Good interpersonal skills with ability to communicate with all levels of colleagues.
• Service oriented with an eye for details.
• Multicultural awareness and able to work and thrive within a culturally diverse environment.
• Good presentation and influencing skills.
• Flexible and able to embrace and respond to change effectively.
• Ability to work independently and has good initiative under dynamic environment.
• Self-motivated and energetic.
• Leads to constantly improve the guest and colleague service experience.
• Leadership skills required – collaborative, enabling, and entrepreneurial.
• Demonstrates sophistication, humbleness, personality, charisma, confidence, professional etiquette and competencies.

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