POSITION PURPOSE
Oversee the day-to-day operations of The Spa, ensuring that the highest standards are adhered to, and that guest experience exceeds expectations. To support the Spa Development Manager - this will include the establishment and achievement of marketing objectives, operating criteria, budgeting, ensuring delivery of excellent guest service, and by maximizing the engagement and productivity of The Spa team.
KEY FUNCTIONS
Commercial & Financial
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Achieve set commercial targets for The Spa at The Kingsley through effective facility development and implementation of treatment and activity programs.
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Support the Spa Development Manager with financial reporting when required.
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Monitor and analyse performance using systems such as Trybe and Alkimii to drive treatment and retail revenue.
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Manage payroll efficiently, ensuring accurate record-keeping and close monitoring of working hours.
Operations & Standards
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Oversee the day-to-day operations of The Spa ensuring smooth and efficient service delivery.
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Maintain established reporting procedures including daily Pace Reports, Payroll %, and budget forecasts.
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Ensure SOPs are up to date and accessible to the team at all times.
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Monitor the Thermal Suite and all spa facilities to ensure they are running efficiently throughout the day.
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Oversee stock control of professional products, retail items, linen, and supplies, including monthly stock takes and reporting to Finance and Purchasing.
Guest Experience & Service
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Handle guest enquiries, concerns, and complaints professionally, ensuring prompt and effective resolution.
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Conduct daily reviews of customer surveys to identify areas for improvement.
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Elevate customer service and cleanliness standards throughout the spa.
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Complete Spa Reception shifts, Spa Attendant Shifts and Spa Treatments when required.
Team Leadership & HR
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Inspire, mentor, and support the Spa team including Receptionists, Therapists, and Spa Attendants.
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Conduct structured training programs and practical assessments.
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Collaborate with HR on recruitment, inductions, policies, and grooming standards in line with The Fota Collection.
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Manage weekly schedules, attendance, sick leave, and holiday requests
- Organise quarterly departmental meetings
- Oversee the Therapist Care Programme, including daily massage quota monitoring.
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Oversee the trainee programme with local colleges, including monthly open training days and annual college visits.
Marketing & Communication
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Collaborate with the Spa Operations Manager to create treatment promotions and for any internal communications.
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Support internal communications, including monthly Spa News emails.
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Organise quarterly wellbeing as part of the KWell | Wellness at The Kingsley initiative.
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Stay informed on industry trends and innovations, evaluating their relevance to The Spa.
Additional Duties
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Oversee deep cleaning schedules and task lists for public areas and reception, ensuring fair workload distribution.
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Perform any other duties deemed reasonable by the Spa Development Manager.
Shared:
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Treatment bookings & optimizing the booking system
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Attend 10am briefings
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Investigate unders & overs report
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Linen control and orders
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Follow up on any maintenance issues that arise within the Spa/Thermal Suite
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Daily pace report
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To interact professionally with guests, members, and associates.
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Deal with any guest complaints/customer service issue as they arise
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To ensure that the Health and Safety Policy and Procedures are implemented and monitored in particular with relation to cleanliness and hygiene
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To manage absence and disciplinary issues in correlation with HR
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To work closely with HR through inductions, staffing, policies and procedures
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Ensure grooming of all spa associates is standard according to the Fota Collection policies
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To be responsible for instigating progressive, professional and well organised training and assessment of staff and to conduct performance appraisals as required
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Staff Wellbeing Checks
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Ensure GDPR policies are being adhered to
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Quarterly meetings with Spa Therapists, Reception & Spa Attendants
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Motivate and drive the team to maintain appropriate staffing levels and high morale.
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Perform any other duties deemed reasonable by the Spa Development Manager, or Group General Manager or Deputy General Manager.
Other Requirements:
Work Schedule - 5 days per week (including 2 full weekends and 2 half weekends). Consistent attendance including clocking & out per shift for accurate recording.; regular attendance is required
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Shift Pattern weekly to consist of 2 office Days & 2 Reception Shifts & 1 Therapist Shift.
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Flexibility to work varying schedules based on business needs.
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Attendance at all scheduled training sessions and meetings is required.
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Compliance with The Fota Collection rules, regulations, and grooming standards is mandatory.
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Assist with special projects as needed.
Acting Spa Manager Review
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Performance Review: After 3 months with Spa Development Manager / HR Manager / DGM
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KPIs: Must meet the KPI's as set out by the Spa Development Manger before Maternity Leave.
KPI's
1. Financial & Commercial
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Treatment Revenue: Deliver monthly treatment revenue in line with or above budget targets.
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Retail Revenue: Achieve or surpass monthly retail revenue goals.
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Payroll Management: Ensure payroll expenses remain within the agreed percentage threshold.
2. Operational Excellence
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Roster & Attendance Compliance: Maintain full adherence to approved schedules and attendance standards.
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Therapist Staffing: Always sustain a minimum team of 18 qualified therapists.
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Service Quality: Guarantee all treatments and operations consistently meet 5-star service standards.
3. Training, Development & Partnerships
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College Engagement: Maintain active collaboration with the local college, including trainee placements, training days, and agreed programme commitments.
4. Guest Satisfaction
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Survey Performance: Maintain guest satisfaction scores of 95% or higher on monthly surveys.
SPECIFIC JOB KNOWLEDGE, SKILLS AND EXPERIENCE
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
o Requires good communication skills, both verbal and written
o Must possess intermediate computer skills
o Ability to prepare and analyze data figures and reports
o Ability to lead, develop & motivate a team
o Must be experienced in Beauty/Spa Therapy
o Minimum 3 years previous experience in a Senior Spa position.
o Basic first aid, manual handling and fire awareness training
