OBJECTIVE

To ensuring the Spa, gym, yoga pavilion and hair dressing salon operations are managed smoothly, efficiently and successfully resulting in maximum guest satisfaction, maximum revenue and consistency with Kandima Standards. To deliver all aspects of Beauty Therapy treatments to the highest level of standards and to train and motivate Spa and Wellness team members.

KEY DUTIES AND RESPONSIBILITIES

• Be fully familiar with the Kandima Service Standards and to follow these standards.
• Ensure high standards of cleanliness within the department
• Remain up to date with local and international trends in the health and leisure services through internet, magazines and other applicable media.
• Manage stock control and inventories.
• To assist in any needed area during busy periods.
• Manage the recruitment and training of well-being activities for team members.
• Mandle guest complaints and record all guest comments.
• Carrying out performance appraisals for team members.
• Manage products and treatment promotions.
• Manage Spa retail boutique and cost.
• Keep up to date with the Guest Survey Tracking System (Revinate) results and to seek to positively influence these results by ensuring that Kandima Service standards are implemented.
• Maintain a high customer guest service focus.
• Always provide customers with an enjoyable and memorable experience
• Constantly strive to increase guest satisfaction through quality, creativity, range, and value for money available throughout the property.
• Handle any guest complaints, requests and inquiries in a timely, efficient, and friendly manner and refer to the RM & GM where necessary.
• Provide a courteous, efficient, and professional service at all times.
• Have a thorough knowledge of Kandima, Spa and fitness departments as well as other applicable services offered by the resort.
• Actively promote and sell the appropriate well-being services and retail to the guests.
• Ensure that the departmental operation budget is strictly adhered to maximizing revenues and minimizing expenses.
• Achieve daily & monthly sales targets set by the Management.
• Prepare all required daily and monthly reports in relation to revenue & expenses
• Contribute positively by providing both guests and fellow team-members with courteous, hassle-free service.
• Fully aware of the objectives of the property KPI and the department KPI
• Keep excellent relationships with team, peers, and all other colleagues of the Resort.
• Attend and actively participate in training sessions
• Ensure punctuality, excellent grooming and hygiene for team and self
• Keep courteous, professional relationships with suppliers, colleagues from competition.
• Manage training of the team members within the department, ensuring that the correct standards and methods of services are maintained as stated in the Departmental SOP’s.
• Ensure smooth and efficient operation of the department.
• Be fully aware of current and future services offered by the resort and to make suggestions for improvement, expansion or creation of new services.
• Have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety.
• Be familiar with Lifestyle Spa Consultations recommending all suitable Spa services and retail.
• Maintain accurate records of team performance.
• Conducting departmental meetings and daily briefings.
• To conduct on-the-job training.

CORE COMPETENCIES

• Maintain a high customer service focus by approaching your job with the customers always in mind and being proactive in a timely manner towards their needs and requests.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team, focus by showing co-operation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational/environmental procedures in the Resort.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Contribute positively to provide both guests and fellow team-members with courteous, hassle-free service and by seeking to always maintain a pleasant working environment.

QUALIFICATIONS

• Education/Qualifications: Recognized Beauty Therapy qualification such as HND or ITEC (CIBTAC or equivalent)
• Language: Fluent English and additional languages desirable
• Experience: At least 5 years’ experience in the beauty industry. Be able to perform the full range of therapies.
• Competencies: Excellent customer service skills. Able to demonstrate excellent people & communication skills. Able to work calmly & confidently under pressure.
• Computer skills: Competent with excel & word.

WORKING CONDITIONS:

• Office Space:
• Permanent desk at the esKape Spa
• Technological Support (Computer, Landline Phone Connection etc.):
• To be provided with landline phone connection, computer (with internet access and e-mail)

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 senior 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 his department.
• Frequency of appraisal:
• Performance to be appraised bi-annually
• Appraiser:
• To be appraised by the Resort 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 as and when required