KEY DUTIES / RESPONSIBILITIES

• Understanding of the daily operation of Kandima Resort Spa concept and procedures.
• Assist Spa Operation Manager, maintaining daily smooth operation and monitor the quality of the service provided up to the highest standard as implemented.

Financial

• Assist the Spa Manager and coordinate the formulation of the annual spa budget and other financial statements and reports.
• To assist in finalising the end of month accounts.
• To assist controlling and driving the spa budget maximising revenues and lowering costs.

Operational

• To ensure smooth daily operation at all aspects of the spa and fitness area.
• To ensure all spa personnel are conducting their work in an appropriate manner in accordance with the policy and procedure manual.
• To assign job tasks to spa personnel as suited to their position and ability.
• To handle all guest complaints, requests and enquiries on departmental services.
• To establish a good rapport with guests to maintain good customer relationships.
• To provide spa treatments training for new on board Spa Therapist, PT and Yoga sessions requirements.
• To regularly update skills and knowledge in professional field of the spa operation.
• To promote a high level of performance and motivation among spa staff.
• To attend meetings as requested.
• To develop and maintain effective forms of communication.
• To implement and ensure correct records of all spa promotions and analyse the results setting in place action plans to improve marketing strategy, upon approval of Spa Operation Manager.
• To organise and check that all areas of the spa are set as per the policy and procedures manual.
• To set example to the therapists to a high standard and continue their development.
• To ensure, stock and supplies are requested in accordance with minimum stock levels.
• To evaluate operations and procedures and implement improvements.
• To ensure all equipment is well maintained and in safe condition.
• To handle guest complaints and record all guest comments.
• To ensure that all new staff are given a proper departmental introductory orientation
• To attend necessary training sessions, whenever applicable, to regularly update knowledge and skills in professional field.
• To liaise and build relationships with outside companies when necessary.
• To look for new concepts, treatments and products and to present to the Spa Operations Manager for approval and implement as directed.
• Actively promote spa internal marketing within the resort.
• To build strong relationships with the resort higher executives and ensure open communication.
• Develop action plans to increase revenues and guest satisfaction with in all outlets.

Training

• To conduct training for the staff in accordance to the Annual Training Plan in order that employees have the necessary skills to perform their duties assigned.
• To develop in conjunction with the spa senior therapist additional services and signature treatments, in approval of Spa Manager.
• Ensure that the standards of all services performed are as set in the spa training manual and are conducted as per the policy and procedures implemented.
• Ensure adequate learning is undertaken recorded and monitored.
• To conduct training of the employees within the department, ensuring that the standards and methods of service are maintained as stated in the policy and procedures manual.
• To attend training sessions whenever required to regularly update your knowledge of the industry.

Human Resources

• Liaise with the Spa Operation Manager to ensure that service standards are met, treatment efficiency and staff training is of the highest order.
• Ensure that adequate training opportunities are available to all Spa staffs and actively involve senior therapist and spa staffs in the development of new treatments and services.
• To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
• To have a complete understanding of and adhere to the resorts rules and regulations.
• To ensure that all employees have a complete understanding of and adhere to the resorts policy relating to fire, hygiene, health and safety.
• To ensure that the numbers of personnel in the spa are at the required level to meet the needs of occupancy in the resort.
• To ensure that all personnel provide a courteous and professional service at all times and that all staff is trained to our high standards.

General

• To establish good guest relations and rapport.
• To handle guest complaints.
• To issue job requisitions and repair orders for maintenance.
• To check and follow up on repairs and housekeeping standards of the entire spa.
• To ensure high standards of cleanliness in the spa.
• To carry out all other reasonable duties and responsibilities as assigned
• To have open and honest communication skills with all team members.
• To report for duty punctually wearing the correct uniform and groomed as per the policy and procedures manual.
• To have a complete understanding of and adhere to the Resort’s employee rules and regulations.
• To have a complete understanding of and adhere to the Resort’s policy relating to fire, hygiene, health and safety.
• To encourage motivation and development and maintain harmonious work environment.

PERFORMANCE STANDARDS:

• Specific financial measures of performance:
• To be agreed at each appraisal
• Specific non-financial measures of performance:
• To be agreed on recruitment and at each appraisal.
• General measures of performance:
• As a member of the department, he/she is required to set the highest standards of performance both within his department and as an example for others outside department.
• Frequency of appraisal:
• Performance to be appraised annually
• Appraiser:
• To be appraised by the Spa Manager

This is not an exhaustive list of responsibility; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management when required.