Assistant Spa Manager

Position available with Hilton Hotel in West London, London

Salary Salary on Application

Employee Type Full Time

Job Category Spa Manager

Date Posted Mar 16 2012

Apply By Apr 14 2012

Description

Brand Mission and Pillars

To discerning travellers, Waldorf Astoria is the brand of luxury hotels and resorts
that offers a unique service experience at the world's landmark hotels

Through the brand pillars of Unparalleled service, Inspirational Environments, and Better than Home

Job Aims

Assist the Director of Spa with the overall day to day spa operation ensuring guests receive the highest standards and personalised service. To offer guidance and direction to the spa team where needed.

Accountabilities

Brand Standards

Brand Standards are your detailed minimum standard of performance. Each one is

People
• Oversee and ensure the smooth day-to-day running of the Spa.
• Communicate and delegate tasks effectively to ensure achievement of objectives and operational standards.
• Ability to work without supervision, polite and helpful to both colleagues and guests, receptive to feedback, good communication skills, friendly, enthusiastic and a willingness to learn.
• Conduct performance appraisals of designated staff as required.
• Take ownership of and be responsible for ensuring all administration procedures regarding client care are carried out including booking procedures, client payments and consultation cards. Ensure the secure daily handling of monies and cash transferrals.
• Responsible for overseeing team rotas according to business levels.
• To assist the Director of Spa with team induction and training.
• Implement and monitor team incentives and targets and provide motivation where needed.
• To create and implement regular refresher training for the team on Kallima standards.
• Manage customer feedback effectively; ensure any issues or compliments are escalated and dealt with appropriately to enable long-term improvements in products and services.
• Encourage and motivate colleagues to achieve goals
• Demonstrates a “Can do” attitude
• Consistently help and support team members.
• Help to create an atmosphere where the Kallima spirit can shine.

Profit
• Assist the Director of Spa in ensuring the budget is maintained on a monthly basis and attend the P&L’s in the absence of the Director of Spa.
• Assist the Director of spa with sales and marketing activities within the department; ensuring growth is achieved with regard to awareness from the internal and external customer
• To be responsible for stock control, stock takes and orders as requested by the Director of Spa.

General
• Ensure that a high level of cleanliness is maintained throughout the spa at all times.
• Follow the Hotel’s grooming policy and present a professional and well-groomed appearance at all times.
• Good level of spoken and written English
• Comply with all Human Resources company policies regarding timekeeping, requests for time off, sickness and absence policies, and conduct policies.

Additional Duties
• To conduct the Spa Host role where necessary depending on business needs.

Shift Procedures
To ensure that your Departments shift procedures are followed in order to meet financial and statutory requirements and support the delivery of outstanding customer service. Hours as required on a rota basis.

Personal Competencies
These describe the behaviour you will need to demonstrate to carry out your job effectively.

• Excellent communication skills (English).
• Ability to think and respond quickly to issues or guest needs.
• Ability to handle multiple tasks.
• Proven track record in a sales environment.
• Computer literate.
• Excellent interpersonal, organizational and professional skills.
• Must be flexible and adapt easily.
• Energetic, enthusiastic and motivational.
• Must be able to remain calm in stressful situations; i.e. guest issues, high volume days, multitasking.
• Knowledge of spa services and treatments.
• Knowledge of retail operations and inventory systems.
• Able to show initiative and make decisions.
• Must have excellent customer service skills and be detail oriented.
• Creative in marketing and promotions.

Objectives

Objectives are set at your appraisal or one-to-one, and will assist you in your development within your role.

To apply direct, please visit our website at: http://www.hiltonworldwide.com/careers

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