وظائف ادارية لدى فنادق ومنتجعات IHG في عمان ,الاردن
Spa Manager – Crowne Plaza Amman
What’s the job?
- Approach Spa branding in a positive and ‘can do’ manner.
- Instil brand values and standards into staff so they fully understand and believe in the brand.
- Maintain brand standards on a day to day basis.
- Contribute to brand review, so brand remains relevant and appropriate to customer needs.
Staffing
- Recruit staff who reflect Spa standards in line with company procedures.
- Induct staff thoroughly, ensuring a comprehensive understanding of the company, the Spa, and customers, their role and your expectations.
- Train staff, utilising company courses, so they perform to company expectations.
- Develop staff, so they can progress within the company, and fulfil career aspirations.
- Review performance regularly; 5 days , 6 weeks and 12 weeks initially linked to personal learning file, and then a minimum of 6 monthly performance reviews.
- Catch staff doing something right – engender a positive atmosphere where staff want to, and can do, well.
- Handle poor performers, coaching initially and using formal procedures if no improvement.
- Treat staff fairly and consistently, using the disciplinary procedure for instances of misconduct.
Product
- Screen all potential Spa users using company approved procedures, to spot risk factors and identify objectives.
- Conduct company approved fitness tests and interpret for members.
- Prescribe programmes that enhance member’s lifestyles, and promote behaviour change.
- Design and deliver a programme of classes that meets member’s needs, and brand standards.
- Instruct members in the use of facilities and gym equipment, so it is safe, fun and beneficial.
- Fully utilise computerised systems – in line with company guidelines.
Commercial
- Constantly monitor Spa competitors, using information to recommend changes to Spa strategies.
- Liaise with General Manager over best approaches to marketing, and monitor success of each initiative.
- Handle all enquiries and sales tours professionally and skilfully aiming to maximise conversions.
- Manage the membership enquiry system, fully utilising it in line with guidelines.
- Constantly review membership mix, rates, Direct Debit % to ensure optimum.
- Maintain retention at agreed levels, and monitor non renewals, action as appropriate.
- Drive all retail activities in Spa (including beauty, sports retail, food and beverage) ensuring effective marketing, sales promotion, sales and after sales service.
- Drive all other secondary spend activities in Spa (including personal training, guest fees, class income) ensuring effective marketing, sales promotion, sales and after sales service.
Financial
- Achieve Spa Gross Operating Profit targets.
- To assist in review of the annual budget and identify short term objectives to achieve targets
- Establish and attain key business objectives relating to all areas of Spa performance.
- Review financial performance on a daily, weekly, monthly basis, take remedial action as appropriate. Provide accurate weekly and monthly figures as requested by General Manager, and submit by deadlines.
Self Management
- Comply with Spa and hotel rules and regulations and provisions contained in the employment handbook.
- Comply with company grooming and uniform standards.
- Comply with timekeeping and attendance policies.
- Actively participate in training and development programmes and maximise opportunities for self development.
- To maintain the appropriate attitude and physique to reflect and promote the image of Spa
Customer Service
- Demonstrate service attributes in accordance with industry expectations and company standards to include:-
- Being attentive to guests
- Accurately and promptly fulfilling guest requests
- Understand and anticipate guest needs
- Maintain a high level of knowledge which will enhance the guest experience
- Demonstrate a service attitude that exceeds expectations
- Take appropriate action to resolve guest complaints
- Appreciate the dynamic nature of the health club industry/hotel industry and extend these service attributes to all internal customers.
- To assist in the promotion of the health club/hotel (and IHG generally) by being involved in a variety of activities, in accordance with the budget set by the Spa Manager.
- To assist in the sales of accessories in the Spa
- Maintain a high level of product and service knowledge about all health clubs and IHG hotels in your region.
- Develop extra activities and events such as circuits, aqua-aerobics, running club etc.
Health Safety & Security
- Demonstrate a comprehensive understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
- Familiarise yourself with emergency and evacuation procedures.
- Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.
- Assist in the maintenance of all facility equipment and carry out minor repair work
- Assist in the monitoring and control of the pool and spa in relation to those standards as given in the Maintenance / Pool & Spa Manuals
- Assume responsibility for the highest standards of hygiene, cleanliness and tidiness in the Spa.
General
- Assume responsibility for the daily administration of the club and constantly review the efficiency of the systems in place.
- Comply with the company corporate code of conduct at all times.
- Familiarise yourself with our winning ways which link to the desired behaviours that we expect all our employees to display.
- Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
- Desire and ability to improve your knowledge and abilities through on-going training.
- Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
- Represent Company in professional manner at all times.
- Maintain regular and positive communication with General Managers and key Head Office personnel.
- Foster positive links with other Spa, to encourage mutual support and exchange of ideas.
- Undertake and achieve specific objectives as agreed with General Manager and spa team.
