Job Description
The SPA Manager will be responsible for planning, implementing and improving SPA operations in the hotel's opening, delivering outstanding guest services and high financial profitability, creating a tasteful SPA environment and developing an efficient and satisfied SPA team. The SPA Manager understands and pre-empts all the luxury market trends and has deep experience collaborating with the Director of Marketing and Communication to create and implement ambitious business plans, assuring the full compliance with the Hotel standards.
Responsibilities
* Managing all SPA operations to include, but not limited to, guest service and registration, SPA inventory, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policies’ and procedures’ implementation and enforcement,
* Training, monitoring and developing SPA Receptionist’s, Therapists’ and Cosmetologists’ performances, conducting evaluations, providing constant feedbacks and delivering recognition and reward,
* Constantly monitoring and assessing service and satisfaction trends, evaluating and addressing issues and making improvements accordingly,
* Ensuring all team full and constant compliance with Company standards,
* Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolving guest concerns,
* Pre-empting, handling and reporting guest complaints promptly and professionally,
* Ensuring that guests' needs are met efficiently and effectively,
* Initiating and implementing up-selling techniques to promote SPA services and facilities,
* Assuring team members have current knowledge of SPA products, services, facilities, events, pricing and policies,
* Completing audit procedures,
* Recruiting, interviewing and training team members in collaboration with People&Culture team,
* Implementing and enforcing security protocols to safeguard guests, employees and hotel property,
* Responding to emergencies, including medical incidents, fire alarms, and disturbances in a calm and efficient manner.
Qualifications
* Solid experience as SPA Manager in luxury hospitality with standards’ deep knowledge is mandatory.
* Strong leadership skills with the ability to motivate and inspire a complex and diverse team.
* Excellent communication and interpersonal skills, with the ability to interact effectively both with Corporate and hotel colleagues and with guests and employees at all levels.
* Sound judgment and decision-making abilities, especially in high-pressure situations.
* High proficiency in using SPA management software and other computer systems.
* Bachelor's degree in Hospitality Management, Business Administration, or related field is highly preferred.
* Previous experience as a hands-on therapist is preferred.
* The legal right to work in Italy, the flexibility and availability to work also on weekends and holidays are mandatory.
* Excellent knowledge of English and Italian are a must. A third language would represent an advantage.
Additional Information
* A competitive package (base salary and yearly bonus)
* Medical Insurance, integrating Collective Labor Agreement one and extended to the family
* Ticket Restaurant
* Annual leave
* ALL - Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
* Learning & development: Opportunity to develop your talent and grow within your property and across the world!
* Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.