* Summary:
- You will be responsible for the set- up, management & and operation of the Hotel Spa and Wellness, to train and lead our team in both the wellness and pampering offerings, under Wafaifo service standards and qualifications.
- As the Wellness Director, you will be responsible for leading the Wafaifo wellness center, which is using cutting- edge techniques, technologies, and products to deliver non- medical treatments focused on antiaging, boosting immunity, improving sleep, nutrition programs, movements, reducing inflammations, and more.
* Your main Duties and Responsibilities:
- Encourage, motivate & lead a team of therapists & sales consultants to achieve outlet sales targets;
- If required and where business demand necessitates, be willing to work over time to fulfill guest satisfaction;
- Develop Spa & Wellness programs to be in accordance with Wafaifo business plan in Spa & Wellness activities under Managing Director’s approval.
- Maximizes opportunities for self- development.
- Manages supplies and equipment inventories within the approved budget;
- Supports a Spa orientation program for talents to receive the appropriate new hire training to successfully perform their job;
- Seeks feedback on performance and focuses on areas of shortfall;
- Follows standards, policies and procedures;
- To ensure that all talents always provide courteous and professional service.
- To perform sales consultations where required;
- Supervises ongoing training initiatives and conducts training when appropriate to always provide courteous and professional service;
- To assume the functions and responsibilities of the Manager on Duty by the Hotel&039;s MOD policy.
- Be open to new ideas and is willing to make changes in the job and routine as required;
- Monitor talent performance & review operations for improving service standard;
- Continually seeks to improve performance through individual efforts and with the assistance of others;
- Ensure the standards of service and grooming, job techniques and skills for all therapists, spa receptionists, gym attendants, spa attendants and other talents within the Spa & Wellness team;
- Participate as a team player and establishes strong working relationships to deliver positive results;
- Understand and anticipates customer’s needs, takes action to address customer needs and strives to exceed customer expectation;
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget;
- Participates in the planning of departmental goals as they relate to the wider hotel strategy;
- Builds and maintain relationships with internal and external customers;
- Be able to cope under pressure at busy times and responds positively to changes in the workplace;
- To work with the Training Manager to ensure that each talent within Spa and Wellness Department is provided with effective training programs.
- P&L responsibilities;
- Full aware on the impact of the department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals;
- Design and implement the marketing strategic plans of the Spa and Wellness Center
- Co- ordinate the preparation of the departmental annual budget, including anticipated revenue and expenses;
- To carry out any other reasonable duties and responsibilities as assigned.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement;
- Responsible for the set- up, management & operation of the Hotel Spa and Wellness under the direct management from Managing Director;
- To conduct yearly performance appraisals and give employees regular feedback on their job performance.
- Handles guest problems and complaints;
- Laise all reports, techniques, training programs, and Spa licenses related issues with our suppliers and consultant companies;
- Prepares roster of the department and overseas other staff rosters;
- Interacts with guests to obtain feedback on product quality and service levels;
- Handle daily operation issues, to ensure good customer experience & service standard;
- Ensures that work quality meets the standards required and completes tasks in a timely and thorough manner with minimum supervision;
- Refrain from any unnecessary conversation within Spa treatment areas;
- To develop departmental trainers, assign training responsibilities and meet with Departmental Trainers monthly.
- Maintains a soft tone during conversation with colleagues, guests and on the phone;
- Understands and takes into account the global nature of business
- Maintains the highest level of discretion and privacy during any guest interaction;
- Strengthen customer relationships and handling customer inquiries;
- Meets required attendance and grooming standards;
- Empower talents to provide excellent customer service;
- Participates in an ongoing talent recognition program with Talent Department;
- Demonstrates co- operation and trust with colleagues, supervisors, teams and across departments;
- Strives to improve service performance;
- Comprehends budgets, operating statements, and payroll progress reports as needed to assist in the financial management of the Spa and Wellness department;
- Contributes to pricing decisions;
