Operations Manager

The Operations Manager is responsible for the organisation, coordination, monitoring and maintaining of their shift to ensure a smooth and efficient operation of the facilities for Guests.  

This position will be expected to report directly to the Spa Director with regular feedback on new or outstanding matters. To maintain team motivation and morale through a rigorous recruitment process of specially skilled staff and through a structured training system. To assist and support the Spa Director in promoting teamwork together with a professional, friendly and positive working environment.

 

Duties and Responsibilities

Conduct the Concierge monthly rotas to be signed off by the Spa Director.

To update time and attendance system regularly and follow up with any discrepancies.

Prepare and carry out Concierge and Attendant performance discussions.

To ensure Health and Safety records are maintained and all audit requirements are in place and monitored regularly throughout the year by conducting internal audits.

Assist the Spa Director in the recruiting and hiring process for Concierge and cleaning staff.

Conducts and oversees training of new and existing members of the team. Ensuring all Concierge SOP’s and training records are up to date.  

To prepare agenda’s and follow up minutes for Concierge, Attendants and Team meetings liaising with Head Concierge, Guest Relations & Partnership Manager and Treatment Manager for agenda points.

Attend weekly and monthly meetings arranged by the Spa Director to communicate, motivate and be aware of business requirements.

Produce KPI’s, Gumnuts and time and attendance reports monthly in preparation for stats input and payroll as well as to identify business and revenue opportunities

Drives revenue of treatment and Spa programmes through ensuring effective scheduling and yield management

Ensuring sufficient preparation is carried out, liaising with Spa Director and PR/Marketing Team, for monthly promotions and incentives relating to the annual activity planner.

In conjunction with the Treatments Manager and Spa Director calculates team incentives/commissions on a monthly basis.

Maximises sales by driving and recording of upselling of relax promotions and booking incentives

Oversees the accurate tracking of turn away business and repeat guests through the relax booking software

Accountable for tracking, monitoring and driving retail activity within the team and ensuring incentive programmes are offered from each vendor. 

Demonstrates flexibility in working hours to meet the needs of the business and fellow colleagues

Maintains a presence at peak times in the relax reception and retail area, taking regular walk rounds of all areas in relax ensuring interaction with guests and members.

In conjunction with the Spa Director, represent relax through media, events, shows or meetings as requires

Overseeing that the Spa Concierge team scheduling meets the demands of the guest whilst maximising revenue and monitoring trends, addressing any lost opportunities

Procurement that is confirmed by the Spa Director. 

To have a thorough understanding of the booking system, all retail items, all treatments and facilities available to guests. Resolve booking operational issues using administrative rights and liaising directly with technical support.

Carry out maintenance checks and walk-rounds daily to identify and report defects, hazards, injuries, equipment or processes that negatively affect the operations. Ensure ongoing engineering Issues are followed up directly with the appropriate contact to resolve as soon as possible.

Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction liaising with the Guest Relations & Partnership Manager.

Oversee the deep cleaning procedures liaising with Head Concierge for updates.

Responsible for maintaining an effective retail stock control system, pricing and date system including monthly inventory and negotiating and placing orders to par level for the Spa, reporting cost analysis for retail stock to the Spa Director.  

Acts as Duty Manager in relax when assigned this role as part of the rota. 

Oversee strict adherence to the Spa reception, billing, petty cash, till and banking procedures and oversee the correct use of the Spa software

With support from the Spa Director create an annual training plan for relax, to ensure that all colleagues achieve their development goals and aspirations and are skilled to meet the needs of the business.  All such training must be accurately recorded and checked against Training inventory checklists.

Actively promotes relax services and liaise with Spa Director on regular basis for updates.

Facilitate any bookings effectively for the Guests and execute any changes in scheduling request via the guest swiftly to reflect the high standards expected.

Proactively greet, interact, and assist guests in a professional manner

Anticipate guest needs, respond promptly and acknowledge all guests, however busy.

To maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.

Must attend all training courses as deemed necessary and must adhere to training as set down by the Spa Director.

To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.

To cover Spa Concierge and Attendant duties as and when required.

 

Requirements – Experience, Skills, Education and Qualifications  

Essential

Have a minimum of 2 years’ experience in a Spa, Fitness and Wellness environment at a senior level.

Computer literate and the ability to learn new software with ease 

Excellent communication skills in all aspects 

To be smart and well presented.

To be passionate about delivering the very best spa and wellness experience for guests

Must possess excellent organisational, administrative and interpersonal skills

Approachable, open-minded and fair.

Willing to work a flexible schedule and holidays.

Have the ability to handle multiple tasks using time and task management skills.

 

Desirable

CPR and First Aid certifications

Train the Trainer certification or similar