Job Description

• KEY OPERATIONAL RESPONSIBILITIES
• Financial-
• Maximizes employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Prepares daily, weekly, monthly and annual budget/ forecasts and marketing plans in conjunction with the Delegate General Manager.
• Monitors all costs and recommends/implements measures to control them in accordance with the annual budget.
• Ensures that the Department's operational budget is in line and that all costs are strictly controlled.
• Monthly report to G.M. by the 10th day of each month. Creates employee payroll and productivity reports each month
• Controls and supervises stock take on a monthly bases
• Administer staff and client scheduling for maximum revenue generation and profitability.

Operational - * Ensures through effective supervision that all services offered in the Spa & Fitness Centre are always available and carried out with the utmost efficiency and courtesy as per the Spa Experience Programme.

• Ensure the Spa and fitness facility operates successfully and are individually profitable in accordance with the standard of the hotel
• Ensure the entire spa meets and exceeds the Spa Experience Programme standards
• Ensure that all therapy, treatment package and rooms are blocked according to the treatment time and preference of the guest.
• Conduct weekly walk through of the facility with housekeeping and engineering to ensure the area, equipment and facility is in 100% working order
• To review and improve as necessary the operational procedure for the spa and gym facilities
• Ensure manning and facility utilization are maximized
• Ensure the spa team is aware of monthly budget and individual retail and service targets
• Conduct spot checks on stock levels to ensure stock is secure and tightly controlled
• Maintains a high profile within the Spa & Fitness Centre by becoming involved with the activities, becoming a model of fitness and health.

Customer Service- * Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Spa services, whilst following up with prompt feedback.

• Personally verify that all guests are receiving the best possible service in line with the Spa Experience Programme and the hotel standards
• Ensure she/he is has high visibility and on the floor of the facility throughout the day
• Awareness of all current promotions, policy changes and memorandums.
• Ensure through knowledge of all hotel outlets, departments and competitors by all spa staff
• Ensure guest history is updated at all times
• Implementing guest recognition programme and maintain a relevant guest database
• Ensure staff maintains timing in relation to treatments to avoid any unnecessary delays.
• Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.

Marketing- * Greets VIP guests/Press and potential members personally.

• Attends function, promotions for and on behalf of the Spa & Fitness Centre as when necessary.
• Maintaining a high profile within the local spa industry
• Creating necessary promotions to yield manage the Spa peaks and trophs
• Analyzing the spa consumer, ensuring we have the appropriate promotions are on offer
• Working with the Product Houses for product launch and press launches
• Cross promotions with other departments maximize the awareness of the spa
• Ensure all collateral is in keeping with Pullman standards
• Co-ordinate with the DOM on associations with credit cards, airlines, corporate accounts.

General Duty- * Ensure all spa employees are fully aware of the Spa Experience Programme

• Ensure all spa employees complete their personal syllabus training programme
• Ensures the employees report for duty punctually wearing the correct uniform and nametag at all times.
• Ensure that all employees adhere to the established standards of hygiene and grooming
• Assists in the building of efficient Management and employee teams by taking an active interest in their welfare, safety, training and development.
• Arrange and supervise bi monthly training seasons of spa treatments
• Ensures that all employees have a complete understanding of the hotel's policy and procedures.
• Conducts annual Performance Development Discussions with employees, supports them in their professional development goals.
• Interviews new potential employees in liaison with the Human Resources Department.

Accor