Spa Manager

The Spa Manager oversees daily operations, ensures excellent guest service, manages staff, and maintains hygiene and safety standards. The role also supports revenue growth through quality treatments and effective service delivery.

Academic /  Technical / Professional Qualifications / Skills:

• Diploma / Degree in Anatomy & Physiology
• Diploma / Degree in Spa / Beauty Therapy
• At least 2 years working experience as Spa Manager, preferably in a 5 star luxury hotel
• Good communication and listening skills, in addition to basic computer knowledge
• Good team player
• Excellent customer service skills
• Excellent grooming and work etiquette skills

Duties (but not limited to):

• Provide consistent professional Spa massage and body treatments compliant with Spa protocols and established Sofitel Spa brand.
• Ensure excellent knowledge of Sofitel Spa policies and techniques.
• Assist clients and customers with detailed explanations about all the different types of treatments provided at the Sofitel Spa, and about the products used and sold at the Spa Shop.
• Greet all arriving clients and departing clients by their names.
• Handle guests’ queries and concerns efficiently and effectively.
  Uphold the standards of hygiene and disinfection as directed by law and the spa’s policies and procedures.
• Advise all incoming guests of treatment procedures and special instructions.
• Always demonstrate sincere customer focus and true appreciation for the guest experience.
• Ensure compliance with all legislation governing the operation of a Spa facility.
• Ensure the guest experience is relaxing and in accordance with the hotel's Brand standards.
• Ensure the health and safety of guests and employees are paramount at all times, and ensure that safety protocols are respected.
• Ensure consistent Spa experience development to ensure that innovation and uniqueness is maintained.
• Ensure proper inventories of all operating Spa equipment are conducted in line with audit standards in order to effectively manage operational cost.
• Ensure that the Spa team adhere to all hotel’s and company operational and service standards.
• Ensure that spa department follows hotel conduct and ethics.
• Ensure that spa department follows hotels policies and procedures including health, hygiene, emergency and Fire prevention.
• Ensure that the spa department follows safety and maintain confidentiality for all guests and colleagues at all times.
• Ensure all spa and wellness equipment is maintained in good working order at all times.
• Able to provide guidance, encouraging teamwork and facilitating related professional work processes.
• Able to achieve high performance and operational standards.
• Able to liaise with internal and external parties at the appropriate levels to ensure smooth flow of the spa operations.
• Able to handle any guest complaints or special requirements.
• Able to implement and monitor up-selling strategies to maximise spa operational revenue.
• Responsible to identify and target specific market segments for potential corporate clientele to promote Spa services.
• Responsible to develop strong product quality and treatment measures.
• Responsible for the department training plan and conduct hands-on training for the new recruitment.
• Responsible for reviewing all guest feedback results and implement improvements to ensure guest satisfaction.
• Coordinate with the Maintenance department to ensure proper repair and preventive maintenance works of all spa equipment, and treatment rooms
• Regularly monitor all equipment for the proper functioning in the Spa area to ensure maximum guest satisfaction.
• Prepare annual budget and business Plan to ensure Spa operation is adequately represented.
• Recruit and train Spa ambassadors in accordance with Sofitel Brand Standards
• Monitor and review Spa employee’s performance regularly and provide required guidance.
• Manage spa inventory effectively, and follow hotels purchasing standards to ensure audit compliance.
• Attend daily morning HOD meeting.
• Perform a regular inventory of Spa par levels for retail and operational stocks.