Assistant Spa Manager

THE FAENA CULTURE

The FAENA Movement is one of culture, art, and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.  

 JOB OVERVIEW

The Assistant Spa Manager is responsible for assisting in the daily operations of the facility including training and scheduling the team, processing payroll, facility management and maintenance, supervising the team in each area of the facility, ensuring the highest levels of guest satisfaction are attained, and using the ability to lead and motivate the spa team to achieve goals and exceed guest expectations.

DUTIES AND RESPONSIBILITIES 

• Plans and directs to meet the daily needs of the operation.
• Constantly ensures that the “5” Star Spa Standards of Forbes Travel Guide are followed
• Tracks team’s schedules efficiently to optimize capacity, revenue, and profits.

• Attends hotel morning meetings, taking up to date revenue figures from the spa, communicating the day’s business, guests, and any relevant activities to other department heads. 
• Carries out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets.  
• Continuously trains to improve service levels of spa reception team in consultative booking of services and experiences, Forbes standards and service protocols, phone etiquette and service, spa booking software efficiency and spa protocols. 
• Supports retail sales with thorough product knowledge and supportive service, leading by example and providing ongoing training and support for the team. 
• Ensures that the spa is impeccable with a high standard of cleanliness and hygiene throughout.
• Supports prompt and efficient guest service by overseeing voice and email responses. 
• Coordinates all logistical elements of spa events including booking venues, processing invoices, budgets; organizing suppliers and caterers; identifying client’s needs and post-event reports .
• Comprehends budgets, P&L and payroll progress reports as needed to assist in the financial management of department.
• Assists to manage supplies and equipment inventories within budget.
• Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.
• Assists to drive revenue of treatments and spa programs through supervising effective scheduling and yield management.
• Maximizes sales by driving up sales and cross sales by the Reservations Team. 
• Strives to exceed personal and team sales targets and objectives as set by the Spa Director.  
• Plays an active role in creating new initiatives in retail/booking incentives and cross selling promotions.
• Responsible for maintaining an effective retail stock control system including monthly inventory and placing orders to par level.   Monitors theft activity as part of this process.   
• Sets a positive example for guest relations. 
• Interacts with guests to obtain feedback on product quality and service levels.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Observes service behaviors of employees and provides feedback to individuals.
• Participates in an on-going employee recognition program.
• Reviews comment cards and guest satisfaction results with employees.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to company standards 
• Supports the Supervisor by undertaking reception and reservation duties as needed.
• Ensures that the spa and reception area is well merchandised, clean, and free of clutter. 
• Demonstrates a professional demeanor, particularly regarding punctuality, appearance, and general manner.
• Works a flexible schedule, including evening, early and weekend shifts depending on Event needs, Groups in house, and spa operation needs.