Group Spa Operations Manager

SUMMARY:
A reputable Cosmetic & Lifestyle Brand working in the Spa, Wellness and Hospitality sector is looking for a dynamic Group Spa Operations Manager to expand and enhance Brand presence.
 
The candidate must have a passion for the lifestyle and cosmetic industry and have experience in promoting similar brands.
 
The Group Spa Operations Manager supports the Director and Management team in working to achieve a cohesive and efficiently run environments.

POSITION INFO:
Duties:

Drafting Protocols & SOP’s for both own Spas and clients.
Coordinate with the Trainer for any client or Spa training requests that are needed.
Research and implementing new ideas based on your research in the competitive markets.
Creating and updating Spa Menus for both our Spa’s and the Clients.
Training clients in knowledge base and therapy protocols.
Research & implement new ideas to promote brand presence and drive revenue opportunities.
Give online support to new and existing clients with your suggestions and ideas.
Setting up Targets and creating retail strategy with new fresh input.
Assist with the development of new products which may be popular by sharing new ideas and current trends.
Design new suggested therapies based on research.
Site visits to Spa’s if necessary and support Spa Managers with their operational requirements and challenges.
Conduct weekly communication meetings with all spa departments to discuss operations, promotions and planning.
Ensure upfront that travel arrangements are booked, accommodation, flights, transfers etc.
Create checklists to ensure you prepare all products, manuals and documentation before your trip commence.
Represent the brand in a structured and professional manner.
Managing stock control and inventory checks.
Having a keen eye on budgets and budgetary changes.
Communicating changes in an order process to relevant parties.
Ensuring that health and safety regulations are followed.
Creating and monitoring projects and teams for new spa clients which will include the concept, design and set up of the property.
Reviewing workloads and manpower to ensure targets are met.
Supporting the CEO or executive team’s vision and process ideals.
Ensuring staff working on processes are happy and operating efficiently.
Supporting all functions of the business to work together.

Client Focus:

Ensure that all communication is handled in a timeous and professional manner.
Ensure that all client requests are forwarded to the relevant departments and that any complaints are reported and handled with service excellence in mind.
Ensure that communication is handled as per company procedures, especially with regards to new client enquiries.
Able to proactively market to new clients and promote the Brand.
Client Courtesy calls to ensure after sales service.
Research clients that may be an opportunity to grow the Brand.

Requirements:

Bachelor's degree in Spa Management, Hospitality Management, Business Administration or related field
At least 5+ years’ experience in spa management, with proven leadership in a luxury / high-end setting.
Understanding of treatments, products, wellness philosophies and trends.
Leadership & Team Management: Motivating, training, scheduling, performance management, and conflict resolution skills.
Financial Acumen: Budgeting, P&L management, cost control, inventory and financial reporting skills.
Customer Service: Passion for guest experience, handling complaints tactfully, building client relationships skills.
Excellent verbal and written skills for guests, staff, and management.
Marketing: Developing promotions, strategies, and managing market positioning skills.
Problem-Solving: Ability to stay calm, professional, and find solutions under pressure.
Attention to Detail: Meticulousness in service delivery and presentation.
Contribute to a healthy Team Culture and display teamwork consistently.
Committed to providing exceptional levels of service to others and models these skills.
Work effectively when under pressure and within a fast-paced work environment.
Demonstrate a flexible approach to getting work done, adjusting to change as required by business demand.
Demonstrate a positive outlook in most challenging situations and circumstances.
Emotionally stable, even tempered, and calm when faced with challenges.
Dedicated and driven to grow within a successful company.