Spa Manager-Conrad

Job Description

The Spa Manager ensures the smooth operation of the Spa, providing guests with excellent service and information of all spa services and retail products. What will I be doing? As the Spa Manager, you will be responsible for performing the following tasks to the highest standards: Adhere to the customer-first purpose and promptly attend to customers needs. Communicate well with guests and colleagues. Be a positive influence, responsible and proactive in solving problems. Seize opportunities for self-improvement by learning new skills. Flexible and responsive to changes in work requirements. Be a good team player, helping team members achieve team goals. Advise on departmental operating procedures and improvement of environmental facilities, etc. Maintain vigilance and sense of responsibility at all times. Ensure all facilities and equipment are operating well. Ensure guests have a comfortable and safe experience, and employees can work in a safe environment. Ensure that all activities performed in the spa, fitness room and all areas of the hotel conform to Hilton brand standards at all times. Pay attention to the results of customer satisfaction and loyalty surveys, communicate effectively to team members and conduct training analysis according to the results. Adhere to Hilton service standards and service quality reviews. Assist in department trainings for new employees. Ensure that the daily opening and closing of the spa is carried out smoothly and efficiently. Maintain a high level of cleanliness in work areas including the retail display area, reception area, linen rooms, tea rooms, massage rooms, wet area, outdoor swimming pools and fitness centres. Conduct monthly inventory checks and control inventory, ensuring that items are not kept for more than 3 months. Receive products at the receiving department when they arrive. Provide consistent service to guests, so that they enjoy pleasant, memorable and professional services. Ensure all emails are answered and followed up. Send confirmation letters to confirm massage treatments with guests. Prepare and ensure adequate tea and towels are ready for guests use. Make sure to maximize the use of the massage rooms and massage therapists. Rich experience in handling customer complaints to ensure their trust in the hotel. Read and update the message book of Massage Therapists and Receptionists to ensure that each employee signs for confirmation. Pay attention to malfunctioning equipment and follow up with its repair. Assist in the building and maintenance of an efficient team by taking an active interest in team members welfare, safety, training and development. Perform other reasonable duties as assigned. The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. What are we looking for? A Spa Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours