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