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Spa Manager - Rosewood Bermuda

General Information

Country/Region
Bermuda
Province/City
Bermuda
Location
Rosewood Bermuda
Department
Spa & Wellness
Job Type
Full-time Permanent

Job Description

The Spa Manager is responsible for, but not limited to, the overall management of the spa and hotel fitness center. In addition, the direct functionality of the Spa Manager is to maintain all Training aspects of the Spa treatments to ensure that they are Rosewood standard compliant.

Essential Functions

Training
• Conducts all signature treatment training, scheduled and unplanned treatment training, as well as refresher training.
• Conducts retail and product prescription training.
• Reviews that SOP’s have been taught and ensure that standards have been met.
• Regularly review treatments and SOPs
• Completes education of hotel Internal Guests about the Spa including spa philosophy
• Conducts service training with all positions on all Standards (Rosewood, LQA & Forbes) and uses Go audits to evaluate understanding and implementation.
• Ensures consistent compliance to all standards.
• Performs training on retail products for Spa internal guests.
• Trains the Spa attendants and Receptionists in their duties
• Review training logs. Present monthly training schedule to the Spa Director before the end of each month in order to schedule therapists training time accordingly
• Maintains and updates training register and therapist competency.
• Assist in training and development plans advised by Director of Spa.
• Ensure team is fully aware of any general information regarding the property, promotions, activities and services, not just related to the Spa.

Operations
• Handles guest complaints, Therapist needs, Telephone calls, Reception desk.
• Completes Spa tour to review standards, procedures and operational status.
• Responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outline in Human Resource Policy & Procedure Guide
• Replies to guest, vendor, sales and Internal Guests emails.
• Frequently checks equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear.
• Oversees service and appearance of all equipment and follows up on maintenance requests.
• Takes reservations and covers desk when necessary.
• Ensures that mistakes mentioned are corrected and discuss procedures that were performed correctly.
• Trains Internal Guests on the proper way to close out S&P charges for treatments and products and ensure that S & P emails are handled efficiently.
• Reviews the book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization.
• Answers questions from therapists regarding bookings and guest preferences
• Ensures all therapists are being booked in the correct room. Ensures that the suites are used to the maximum potential.
• Calculates Service Charges, tips, retail commission day by day – appointment by appointment. Verifies accuracy of guest charges, S & P, A& G & Various hotel packages Closely manages stock level and monitors costs due to stock waste and usage.
• Ensure regular inventory is done for linen, operating supplies and products and par stock are maintained.
• Ensure monthly forecast is done on time and is submitted to Finance before the due date. Ensure and monthly expenses are managed closely to the forecast, adjusting where necessary.
• Ensure monthly P&L is completed accurately and submitted along with the MDA.
• Tracks therapist key performance indicators, communicates results and coaches team members to reach team targets.
• Coaches the team to increase retail sales.
• Regularly inspect maintenance and cleanliness of facility, reviewing checklist with individual staff
• Implementing operation systems and monitoring the effectiveness
• In absence of Spa Director, oversee Hotel pool operations.

Interviews
• Interviews and trade tests for all prospective therapists for the spa

Customer Relations
• Handling guest complaints in regard to treatments and therapists

Planning and preparation
• Creates an easy-to-read log of treatments that all therapists are able to perform. This is to be distributed to Spa Director and Reception team.
• Handles special guests, and VIP’s.

Some tasks and duties and reporting line may change, these changes are based on operation and financial needs of the Resort and will be discussed before implementation.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Reading, writing and oral proficiency in the English language.
• Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks, including all weekends, holidays and additional hours as needed.
• Must be self-motivated.
• Must work in a safe, prudent and organized manner.
• Must have mathematical skills, technical aptitude and spa operation knowledge.
• Must have proficient knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, and Internet applications.
• Must be a graduate from an accredited school with a massage or face or manicure/pedicure license or a combination license
• Knowledge of specific spa industry applications is desirable, such as spa soft.
• Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
• Must have knowledge of current spa trends in the industry
• Must be able to relate to all levels of management and Internal Guests.
• Must have excellent interpersonal and communication skills, able to network with contacts relevant to Recruitment of therapists and Spa Industry.
• Lead by example and be a mentor for therapists to follow.
• Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body.
• Must have knowledge of holistic concepts that relate to the well being of all guests in a spa environment.
• Must have basic understanding of budget, forecasting and labour.
• Must have basic understanding of how to create promotions, maximize revenues for Spa.
• Must be open to learning about treatments and concepts that derive from other cultures.
• Must have knowledge of leadership techniques.
• Must be capable of training therapists.
• Must have excellent time management and multi-tasking capabilities.
• Ability to maintain discretion and confidentiality of all guests and hotel information at all times.
• Ability to work cohesively with other departments as part of a team

QUALIFICATION STANDARDS:

Education:
High School education. Professional treatment certifications CIDESCO, ITEC, City & Guilds, or equivalent certifications. Management/Leadership courses

Experience:
A minimum of four years’ experience with at least two years practical therapy experience and at least two years management experience in Spa Operations preferred

Licenses or Certificates:
CIDESCO, ITEC, City & Guilds, or equivalent certifications. CPR and First Aid preferred

About Us

A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.