Spa Assistant Manager- Four Seasons Hotel Madrid - Four Seasons Hotels And Resorts

Descripción

About Four Seasons

We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return.

Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.

The Role of Spa Assistant Manager

The Spa Assistant Manager is responsible for overseeing the day-to-day operations of the Spa and the spa therapists/attendants/receptionist team.

The Spa Assistant Manager must at all times display professionalism and attention to detail to serve as an example and leader to the spa team.

Main Duties:

• Provide a personalized experience with seamless service of treatments that deliver tangible health and wellbeing benefits and have been recommended according to an appropriate consultation with the guest.
• Handle guest's complaints, concerns and comments and find an appropriate and suitable resolution to ensure guest satisfaction.
• Interact with guests, providing full knowledge and assistance for maximum guest usage in a friendly and unobtrusive manner with all guests.
• Act as ambassador for the Spa at all times.
• Work with the team to ensure that the highest level of service is performed in conjunction with a smooth spa operation.
• Proactively work with Spa Therapist and Reception team on upselling products and services to generate incremental revenue and guest satisfaction.
• Implement an innovative approach to the business, constantly seeking, suggesting and implementing new product and service enhancements.
• Drive the revenue in SPA services through proper yield management and sales and implementing new procedures for Spa Therapists and Receptionists in order to improve productivity and service delivery.
• Play an active role in creating new initiatives in retail/ booking incentives and cross selling promotions to maximize business potential.
• Ensure therapists, receptionists and other SPA staff members regularly record guest preferences, accurately updating guest profiles.
• Ensure turn away business and repeat guests are accurately tracked.
• Monitor Book4Time and educate Receptionists to ensure reservations are complete and correct in order to foresee and prevent glitches and guest complaints.
• Reservations are made with regard to productivity to reduce the amount of down time for Therapists.
• Strategic booking practices with regard to productivity and room utilization during peak hours.
• Assist with group bookings and correspondence.
• Assist and help organise demonstrations and events as required.
• Convey clear and efficient instructions and guidance to all Spa Therapists, Receptionists and Attendants regarding daily/upcoming events through use of daily briefings, pass-on logs, or any other means necessary.
• Attain a high level of effective employee morale and communication.
• Ensure that the correct quantities and mix of product are being used within treatments and to ensure as far as possible the security of products within treatment rooms and sales areas.
• Assist the Spa Director in the ordering and management of stock within The Spa.
• Ensure all client notes are recorded by therapists in Book4Time and that guest histories are updated.
• Flexible with regard to working shifts, and be prepared to adjust these to meet demands of the business.
• Participate in regular staff meetings to keep employees informed of hotel policies and changes as well as ways to increase sales and service.
• Communicate thoroughly on all levels with colleagues and management.
• Prepare the weekly rota for the Spa Receptionists and Attendants, for the approval of Spa Management.
• Report for duty punctually wearing the correct uniform/attire and name badge.
• Maintain a high standard of personal appearance, grooming and hygiene and adhere to the hotel and department personal appearance standards.
• Ensure Spa Receptionists are always correctly groomed and be a role model in this area.
• Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees.
• Responds swiftly and effectively in any hotel emergency or safety situation.
• Train SPA Receptionists to describe and sell SPA services and products, including retail according to the guest's preferences.
• Update the Spa training manuals, procedures and new hire testing on a quarterly basis to reflect updates in procedures and tasks.
• Monitoring Spa Therapist/Receptionist performance and assisting with information gathering for performance reviews.
• Conduct daily reviews Spa facilities (4th, 5th, 6th and 8th floors), in conjunction with Spa Attendant, to ensure all equipment is in good condition and working order.
• Ensure the highest standards of cleanliness, hygiene and professional presentation of all areas.
• Ensure compliance of daily and opening/closing checklists in all areas of the treatment room areas, ensuring that all treatment rooms, the relaxation lounge are well maintained, stocked, and cleaned to ensure high quality presentation.
• Ability to assist in all areas of the Spa when necessary, including all reception duties and to step in with attendants when needed.
• Confidently use all the IT systems utilized within the department and maintain key operators/trainers for each system to ensure full utilization of all the systems and ensure that all receptionists are fully proficient.
• Exceptional proficiency in all Spa Receptionist tasks.
• Responsibilities which include: answering phones, booking appointments, checking guests in and out of the spa, retail sales and completing all shift reports and paperwork.
• Manage the inventory of retail, assist with reordering of products and maximize profitability and revenue generation.
• Assist with monthly standards testing to ensure goals are achieved in both Get It Right and Get Me Right standards.
• Perform other tasks or projects as assigned by Spa Management.
• Maintain good working relationships with your colleagues and all other departments through working by The Golden Rule.

Our Ideal Spa Assistant Manager will have

• Flexible in order to accept assignments on as need basis.
• Previous experience in a hotel spa environment is required, as well management experience.
• Excellent communication skills are essential, as well as an eye for detail.
• Must have the legal right to work in Spain and have fluency in English and Spanish.