Spa Manager

Job Purpose

The Spa Manager will be responsible to oversee the daily operations of the hotel’s health and beauty spa. This will include the management of the facilities, equipment, budget and team with the aim of creating a holistic wellness and relaxing environment for clients visiting the hotel. The role will be required to conduct all planning, management, delivery and governance for the facility, ensuring a high quality product and assets that are well maintained and secure with the aim of driving exceptional customer experiences, maximising revenues, and maintaining standards in line with the hotel’s customer value proposition.

The role will collaborate with the Business Unit leadership team; leveraging partnerships with relevant stakeholders, and managing relationships with key stakeholders and guests to ensure the acquisition and retention of business, optimising the use of people, processes and technology to achieve objectives and focusing on high levels of operational compliance in line with budgets and legislative requirements.

Key Performance Areas

• Provide a clear plan of the health and beauty spa operating objectives, targets and deliverables for the facility. This will involve collaborating closely with the team to support the business unit Customer Experience strategy
• Understand customer preferences; trends and leading practice within the industry and apply these principles to the product offerings, experiences and pricing offered on the spa menu ensuring these standards are aligned with the Intercontinental Table Bay brand
• Monitor and manage changes, improvements and innovation of products and offerings in line with leading practice, ensuring that the spa business builds a CVP that is relevant, innovative and fresh
• Drive a strong governance culture, ensuring compliance aligned to regulatory standards and procedures, as well as regulations around PoPI, and the Consumer Protection Act
• Conduct regular walkabouts of the business areas to ensure the operation is aesthetically attractive and secure, and that there is compliance with various regulations and legislation
• Drive a SHE management culture and ensure all staff are trained in the hygiene and health and safety standards
• Identify any risks to the business and manage and monitor remedial actions
• Identify key customers and develop relationships with these individuals to grow customer visitation, acquisition and retention targets including conducting meet-and-greet’s
• Keep up-to-date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor, and manage responses / communication on escalated issues with relevant guests
• Oversee the development, updating, communicating and auditing of standard operating procedures and processes in operating areas on a regular basis, to ensure procedural compliance
• Initiate ideas and promotions to grow revenues, and report on current and future business and revenues
• Oversee the management, procurement, distribution and storage of operating stock and assets, including linen, inventory, beauty, bath and treatment products and amenities
• Oversee the cleaning, storage and distribution of uniforms and spa locker room facilities
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
• Develop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures
• Provides feedback and reports back to hotel management on the performance, progress and challenges within the spa operating areas
• Manage the financial position for the operation including management of budget, cost management, capex, PIP and forecasting, pricing management, financial reporting on revenue analysis and revenue strategies for the spa
• Deliver an effective and integrated operational system (processes, people, standards, management frameworks, practices and technology) to support the business objectives
• Develop, coach and retain the team of spa employees, ensuring their training and competence to deliver against product offerings
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives
• Relationship agreements with key suppliers, retailers, business partners and sponsors are built, negotiated and managed to achieve the business objectives and leverage new opportunities and joint initiatives

Education

• Diploma in Business Management / Spa Management
• Certifications in massage therapies, cosmetics, skin treatments and other spa-related services is an advantage

Experience

1. 10 years experience in the spa / beauty industry including:

• Experience in managing the business
• Experience in leading and inspiring teams
• Experience in managing Business Partners and Service Level Agreements

2. Thorough understanding of legislation (SHE / LRA/ risk management)
3. Demonstrated analytical, commercial and effective decision making ability to prioritize and communicate on key objectives and tactics necessary to achieve business goals

Work conditions and special requirements

• Local travel as required
• Required to work outside of normal working hours, in line with operational requirements (including weekends, public holidays)

Skills and Knowledge

• Health & Beauty Product knowledge
• Business Planning & Reporting
• Revenue forecasting & analysis
• Labour & risk legislation
• Networking skills
• Financial & Business acumen
• Industry knowledge
• Team Planning
• Coaching
• SLA and contract management

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.