Job Summary
Under the general direction of the Rooms Division Manager or his/her Delegate, and within the limits of established IHG and local Hotel policies and procedures, is responsible for supervising the delivery of all recreational guest services, including spa and gym operations.
Essential Duties and Responsibilities
- Manages the whole Spa operation.
- Coordinates the maintenance of all recreational facilities and equipment.
- Coordinates the delivery of all recreational guest services.
- Manages the sale and promotion of Spa products and services.
- Assists with the development of new products and services related to the spa.
- Controls ongoing service and product margin analysis to ensure profitability.
- Develops Spa's Marketing Strategy and ensure a consistent image is being portrayed.
- Is proactive in developing publicity opportunities and deals effectively with media.
- Creates ongoing in-house promotions and activities to stimulate sales, Spa team and customers.
- Guides business decisions by staying on top of the Spa industry trends.
- Maintains a strong menu of services with both exceptional artistic and aesthetic value.
- Anticipates, identifies and ensures customer needs are met in the best possible way.
- Monitors customer satisfaction with surveys and comment cards.
- Develops and delivers credible, competitive and value-plus service to the customer.
- Exhibits a professional and diplomatic attitude and an ability to handle difficult situations.
- Upholds gracious front desk procedures in the booking and handling of customers.
- Maintains fresh, effective programs to consistently retain and grow customer base.
- Develops and maintains compensation guidelines for customer complaint handling.
- Implements ongoing skills training to ensure service standards are being upheld.
- Creates a motivating environment of sincerity, warmth and fun for the Spa team and the customers.
- Attends management meetings and convey all relevant information throughout the Spa.
- Ensures equipment is maintained in good working order.
- Maintains professional relationships with suppliers and providers.
- Manages inventory effectively by following purchasing standards and ensuring compliance.
- Demonstrates understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety.
- Performs related duties and other projects as assigned.
REQUIRED QUALIFICATIONS
Education:
Bachelor’s degree in Sports Management from an accredited institution or equivalent combination of education and experience.
Skills:
Fluent in Arabic and English. French is a plus.
Good Communication skills
Microsoft Office Tools
Analytical competence
Micros
Experience:
8 to 10 years in Spa industries
Competencies:
Customer Service Orientation
Problem-Solving/Decision Making
Leading and Developing People
Understanding the Business
Drive for Results
