Develops strategies for determining budget priorities
Self Image
Responds appropriately to customer inquiries, requests or complaints
Acts to makes things better for the customer
Encourages others to work together as a team
Develops and uses systems to increase order and ensure that procedures are followed
Acts to support learning and development of team member; e.g : provides training, gives task-oriented instruction, directions, coaching and demonstrations, and provides support to increase working effectiveness
Gives negative and positive feedback in work performance and behaviour for improvement to subordinates
Allocates task responsibility in appropriate areas to appropriate individuals
Shows tolerance; remains calm and patient in stressful situations
Controls own feelings and temper in all situations
Responds constructively to problems even under stress
Trait
Engaging to the guest
Acts in a consistent manner
Acts to gain confidence and trust from superiors and colleagues
Works well with other people
Communicates clearly and successfully in English Remembers faces and names easily
General Responsibilities
Ensure the spa operation runs properly, smoothly and professionally on a daily basis.
Ensure all spa employees are neatly groomed.
Contribute to work on sales and marketing plans and programs, attend weekly sales and marketing meetings.
Enforce Hotel and Spa’s Standard Policy and Procedures and Core Standards
Review employees job descriptions and document changes or updates.
Conduct quarterly staff reviews and report results to HR .
Approve all annual leave
Monitor standard check list are done daily as to SOP.
Conduct daily staff briefings, reviewing the previous day’s customer comments and operations points.
Coordinate with other departments for promotions and special projects when needed.
Assist with journalists and photo shootings. Ensure all branding related comments and collateral material is passed on by communications manager.
Responsible for daily basic spa operations accounting procedures
Responsible to monitor employee’s rules and regulations
Submit monthly operational reports to summary to GM
Maintain a month to date sales statistics and activities journal.
Deal with guest and staff complaints
Assist staff with daily activities
Make decision regarding discounts and complimentary items and treatments.
Create new menus for agent’s special programs and cross check cost and spa inclusions with sales.
Create staff schedules
Monitor training matrix
Monitor quality of all spa products and produce on delivery.
Maintain individual staff performance files.
Report to HR with any staff related issues
Continue to provide customer feedback to GM and SD regularly.
Responsible for the process and procedures of spa purchases.
Responsible to monitor retail and application stock levels.
Responsible for monthly stock takes
Ensure all spa staff has updated information on hotel events, promotions and staff activities.
