Assistant Manager - Spa

Industry:
Hotels Clubs and Spas
Department:
Spa and Health Club
Level:
Middle Management
Location:
Asia
Salary Description:
Competitive
Posted:
04-Dec-16
Recruiter:
Hyatt International
Job Ref:
MUM000473

Customer Service · Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Spa services, whilst following up with prompt feedback.
· Personally verify that all guests are receiving the best possible service in line with the "Spa Experience Programme" and the hotel standards.
· Ensure to have high visibility on the floor of the facility throughout the day.
· Awareness of all current promotions, policy changes and memorandums.
· Ensure through knowledge of all hotel outlets, departments and competitors by all spa staff
· Ensure guest history is updated at all times.
· Implementing guest recognition programmes and maintains a relevant guest database.
· Ensure staffs maintain timing in relation to treatments to avoid any unnecessary delays.
· Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the department.
· Ensures all employees provide a courteous and professional approach following the "Spa Experience Programme"
· Maintains positive guest and colleague interactions with good working relationships.
· To regularly monitor the Hyatt Guest Satisfaction Survey report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year.
· To ensure the minimum benchmark scores of the consumer audit are achieved, to analyse the results of the consumer audit, prepare and implement appropriate action plans, and to constantly improve the results year on year.
· To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels.
· To take appropriate action based on the feedback through the above mediums and when possible to revert to the guest on their feedback.
· To regularly monitor the Hyatt Guest Satisfaction survey report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year.
· To ensure the minimum benchmark scores of the Consumer Audit are achieved, to analyse the results of the Consumer Audit, prepare and implement appropriate action plans, and to constantly improving the results Year on Year.
· To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels.

Financial
· Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
· Prepares daily, weekly, monthly and annual budget/ forecasts and marketing plans in conjunction with the Spa Manager.
· Monitors all costs and recommends / implements measures to control them in accordance with the annual budget.
· Ensures that the Department's operational budget is in line and that all costs are strictly controlled.
· Creates employee productivity reports each month.
· Controls and supervises stocks and inventories taken on a monthly basis .

Marketing · Greets VIP guests / Press and potential members personally.
· Attends function, promotions for and on behalf of the Spa & Fitness Centre as when necessary.
· Maintaining a high profile within the local spa industry.
· Creating necessary promotions to yield manage the Spa peaks and valley periods.
· Analysing the spa consumer, ensuring that we have the appropriate promotions on offer.
· Working with Product Houses for product launch and press launches.
· Ensure all collateral is in keeping with Hyatt Pure standards.
· Co-ordinate with the sales team on associations with corporate accounts with an aim to build awareness.
Operational · Ensures through effective supervision that all services offered in the Spa & Fitness Centre are always available and carried out with the utmost efficiency and courtesy as per the Spa Experience Programme.
· Ensure the Spa and fitness facility operates successfully and are individually profitable in accordance with the standard of the hotel.
· Ensure the entire spa meets and exceeds the Spa Experience Programme standards.
· Ensure that all therapy, treatment package and rooms are blocked according to the treatment time and preference of the guest.
· Conduct weekly tour of the facility with housekeeping and engineering to ensure the area, equipment and facility is in 100% working order.
· To review and improve as necessary the operational procedure for the spa and gym facilities
· Ensure manning and facility utilization are maximised.
· Ensure the spa team is aware of monthly budget and individual retail and service targets.
· Conduct spot checks on stock levels to ensure stock is secure and tightly controlled.
· Maintains a high profile within the Spa & Fitness Centre by becoming involved with the activities, becoming a model of fitness and health.
· Maintains a good relation with all Spa & Fitness Centre members, guests and visitors.
· Plans all recreation, fitness and spa activities.
· Continually educates and updates oneself on the various components of the Spa & Fitness Centre Operation, Maintenance and Growth, and to recommend to Management any new innovations and/or changes.
· Ensures the smooth integration with all other hotel operating departments, ensuring that all employees have a thorough knowledge of the Spa & Fitness Centre facilities and services.

Qualifications

Bachelors Degree / Diploma in related field.
Relative Work Experience in similar position.
Primary Location: IN-MH-Mumbai
Organization: Hyatt International
Job Level: Entry Level Manager | Full-time
Job: Golf/Health Club/Recreation/Spa
Worldwide/Local Candidates: Local

Contact Details:
Hyatt International
Tel: .
Contact: HR Department

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