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
Fitness Supervisor is responsible for assisting in the overall operations of the Spa, with primary focus on the fitness centre through programming, instruction, and supervision of the fitness and activity staffs as well as guests using the facility.
This includes maintaining high standards in spa/club services and operations, and maximizing profitability for the department.
Accountabilities
Brand Standards
Brand Standards are your detailed minimum standard of performance. Each one is
Membership and Revenue
• Maximizes revenue by monitoring daily revenue reports to keep within budget projections.
• Works with managers/supervisor's to create revenue goals.
• Analyze and understand your local market place including: competitor Strengths, Weaknesses, Opportunities and Threats.
• Conducts daily walk through of the spa operation to ensure cleanliness, conservation of facility, and maintenance of equipment.
• Assists accounting with resolution of monthly membership and guest billing concerns.
• Develop and implement a membership sales plan to ensure new membership sales, membership category and income revenue targets are delivered.
• To ensure that the membership function is fully resourced at the appropriate times.
• To generate awareness of the club within the local catchment area.
• To provide correct information to prospective and current members regarding facilities, programs, procedures and prices
• Assists accounting with resolution of monthly membership and guest
billing concerns.
• Participates in Public Relations events as needed.
• Researches and develops new fitness programmes/equipment and execute special projects and programs as directed by the Spa Director.
• Maintains knowledge and understanding of each program area and see that programs are continually evaluated and updated.
• Maintains current licenses and certifications as required.
• Responsible for conducting assessments in accordance with operational fitness guidelines to set, agree and continually reassess exercise goals in relation to members lifestyle and personal requirements.
• Develop and facilitate on an ongoing basis the right programme for a member through interpreting and gaining a thorough understanding of members needs.
• Vary a member’s gym experience by constantly stimulating and motivating via personal programming, weight management, nutrition and alternative exercise suggestions / formats.
• Using own initiative, manage time effectively on the gym floor to ensure goals relating to interaction/programming, equipment upkeep/cleanliness and health & safety are achieved.
• Manage customer feedback effectively; ensure any issues or compliments are escalated and dealt with appropriately to enable long-term improvements in products and services.
• Assist the Director of Spa with sales and marketing activity within the department; ensuring growth is achieved with regard to awareness from the internal and external customer.
• Gain an understanding of and pro-actively work towards the achievement of Departmental financial and operational targets. Support the Director of Spa in controlling and planning expenditure and the maximisation of sales, preparing department reports as required.
• Assist with Membership administration and preparation of monthly renewals, welcome packs and payment options.
• Recognise potential up sell opportunities.
People
• Oversees entire Fitness team; Maintain effective relations with all hotel departments.
• Interacts & communicates effectively with members, team members (within team and cross-functionally), guests & management team.
• Oversee and ensure the smooth day-to-day running of the department. Communicate and delegate tasks effectively to ensure achievement of objectives and operational standards.
• Train & develop key members of the Leisure team to support the sales process – i.e. – Sales and continually monitor their performance.
• Mentors individuals within the team.
• Discuss with the Director of spa the training and development needs of the team.
• Is able to recognise conflict within the team and to resolve.
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 mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Thorough organization and supervisory skills.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience.
• Interpersonal skills to provide overall guest satisfaction.
• Ability to work under pressure and deal with stressful situations during busy periods.
Qualifications
• Industry related fitness qualification or REPS registered (NVQ Level 2) - Essential
• Life Guard Qualification / Pool Attendance Qualification – Desirable / Trainable
• Group Fitness qualification and experience – Desirable/Trainable
• First Aider – Desirable/Trainable
Objectives
Objectives are set at your appraisal or one-to-one, and will assist you in your development within your role.
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