Adhere to the Spa Policy & Standard Operating Procedures manual. • Act as an Ambassador for the spa representing the brand values for colleagues establishing relationships with internal and external stakeholders representing the values of the brand and Accor. This includes maintaining a professional appearance at all times. • Manage the operations and efficiency of the wellness facilities. • Effective colleague communication and welfare for new and existing staff as well as other departments at the property and corporate teams. • Support strategic initiatives for the spa and wellness areas applicable to the hotel to help market the overall well-being offer / product which is executed by the Spa Director. • Knowledgeable about all aspects of treatments, spa therapy, and the facility; in person and over the telephone. • Administrative duties. • Training and Coaching of reception and spa attendant colleagues. • Guest quality training. • Leading frontline guest and member engagement. Scope and Objectives The Spa Operations Manager is responsible for leading the team to operational excellence while understanding and executing the short- and long-term goals established by the Spa Director / Spa Manager. This includes the daily leadership of the spa and / or fitness / recreation team, with particular support on the spa reception and spa attendant teams. The quality and guest experience, as well as team motivation, is a key component of everyday operations. Proactive management of the goals for the department is crucial to making this role work. Accor Group Job Descriptions Spa 2/3 Spa Operations Manager / Assistant Spa Manager / Assistant Spa Director • Maintaining a high level of professionalism in all aspects of the job. • Carry out any other duties and responsibilities as assigned by the hotel team. • Protect the rights of the property at all times.
Recognise arrivals of all VIP guests arriving in both the spa and hotel. • Ensure the facility is in peak condition at all times. • Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery. • Ensure guest / member preferences and special requests are accommodated to the best of the property’s abilities. • Perform regular treatment and facility audits to maintain brand standards. • Be present in daily operations to oversee the success of the guest and colleague experience, including daily walk-throughs to assess quality. • Provide tools for the team to best manage the day to day operations resulting in excellent and anticipated guest service. • Train reception and spa attendant staff to ensure outstanding guest service. • Ensure the spa is receiving the highest ratings from the TrustYou VOG scores as well as LQA / Forbes guest satisfaction and is a priority at all times. • Maintain guest confidentiality at all times. • Deal with any guest complaints, comments or concerns with discretion and urgency.
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