IHG Spa Manager in Fujairah, United Arab Emirates

Description:

At InterContinentalHotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringingyour expertise and passion to any one of our brands, you will help us achieve ourvision : to be the most preferred, admired and successful hotel company theworld over.

Job Overview

Underthe general direction of the Resort Manager, and within the limits ofestablished InterContinental Hotels Group policies and procedures, and localhotel policies and procedures, assists in maintaining all aspects of the Spa.

-{PS..0}->-{PS..1}->-{PS..2}->-{PS..3}->-{PS..4}->-{PS..5}->Manages, supervises, and oversees allspa operations. Responsible to ensure the achievement of sales goals, businessobjectives, and profitability. Plan and coordinate spa promotions, events, andeffective client loyalty programs to maximize market place positioning. He/shewill oversee group bookings and interface with hotel partnerships. He/she willalso be responsible for overseeing and directing the product retailingoperations at the spa.

To ensure the success of all spa operations, spa directors utilize effectiverecruiting techniques to attract and hire qualified frontline practitioners andsupport managers. The spa manager is further responsible for projecting apositive image within the facility, maintaining an atmosphere of cooperativeteamwork that emphasizes customer service and satisfaction. He/she must ensurea clean, safe working environment by enforcing safety, maintenance, andcleanliness procedures.

AtInterContinental Hotels & Resorts we look for people who are charming,confident, and internationally-minded; people who know what it takes to exceedguest expectations.

Duties & Responsibilities

FINANCIALRETURNS

  • Assist in the preparation, effectivelymanage and achieve the department s budget, in accordance with hotel budget,liaising with Finance department, driving profitability while maintaining Guestoptimal experience.
  • Effectively monitor andanalyze variations from the budget.
  • Analyze, report and approve discounts and rebates etc.
  • Develop systems thatmeasure the cost effectiveness of the department, by introducing trackingprocedures that enable effective control of the running costs of the department
  • Managedepartment financial transactions within hotel policies and procedures
  • Promote Inter-hotel sales, in house facilities and programs.
  • Main key driver, responsible to drive the Spa team inachieving the revenue targets.
  • Recycle wherever possible and enforce cost savingmeasures where appropriate.

OUR PEOPLE

  • Work within the company sHuman Resource Management System to ensure the departmental performance ofstaff is productive. Duties include:
  • Plan for future staffingneeds.
  • Recruit in line withcompany guidelines
  • Actively work on successionplanning for key positions, develop staff and identify high potentials andtalents within the department.
  • Prepare detailed inductionprogram for new staff.
  • Managedepartmental roster, ensuring staffing levels are satisfactory and inaccordance with hotel operations
  • Manageday-to-day staffing requirements across the departments, plan and assign work,and work with the team to establish performance and development goals.
  • Educateand train team members in compliance with local laws and safety regulations.
  • Ensure colleaguesare properly trained on systems, security and cash handling procedures, andservice and quality standards.
  • Mentor,coach, counsel and discipline staff, provide regular constructive feedback tohelp manage conflict and improve team member performance.
  • Maintaina complete, comprehensive, up to date, and guest focused set of departmentalstandards and procedures and oversee their implementation and follow up.
  • Ensuredepartment has necessary, productive tools and equipment to carry out jobduties.
  • Ensure timelytraining needs of the departmental staff are carried out and training programsare designed and implemented in accordance to operational needs and challenges.
  • Maintaintraining records for all direct reports and ensure they do the same for theirstaff.
  • Conduct periodicprobation and formal performance appraisal in line with company guidelines anddeadlines.
  • Approveleave requests taking into consideration business patterns, peaks and troughsin the operation.
  • Develop,implement and follow up tailored action plans and procedures ensuring staffsatisfaction and motivation

GUESTEXPERIENCE

  • Demonstrate serviceattributes in accordance with industry standards, guest expectations andcompany brand standards including:
  • Being attentive to guests;
  • Accurately and promptlyfulfilling guests requests;
  • Anticipate guests needs;
  • Maintain a high level of generaland local knowledge which affects the guest experience;
  • Demonstrating a service ,genuine and caring attitude;
  • Taking appropriate, prompt and responsible actionsto resolve guest complaints.
  • Ensure guests are greeted upon arrival and make timeto interact effectively with them. Respond appropriately to guest complaints,solicit feedback and build relationships to drive continuous improvement inguest satisfaction. Communicate any outstanding guest requests or issues toother necessary departments and ensure follow up.
  • Deal with, log and follow up all guestqueries and complaints, ensure that they are dealt with accordingly and gainoptimum guest satisfaction.
  • Beprepared and equipped to meet the diverse cultural needs of guests from aroundthe world.
  • Effectively manage overbooking situations,and carry-outbook-outs as necessary following the guidelines as directed by Dir of GS inliaisonwith Revenue and Sales department.
  • Review and update existingstandards to ensure competitiveness.
  • Monitor departmental HeartBeatresults, mystery audits and quality evaluations.
  • Compose and Implement comprehensiveaction plans to improve Guest satisfaction results ensuring maximum teaminvolvement
  • Perform tasks as directedby the Resort Manager in pursuit of the achievement of business goals.

RESPONSIBLEBUSINESS

  • Gain knowledge of CompanyHealth and Safety Policies and ensure your areas promote and comply with them.
  • Take responsibility torectify hazardous situations, report major areas of concern to your manager, GeneralManager or designate.
  • Familiarize yourself withproperty safety, first aid and fire and emergency procedures and activelyenforce these in your area of responsibility.
  • Ensure security incidentsin your operational area are reviewed and corrective measures implemented toprevent recurring incidents.
  • In conjunction with the Emergency Response Teamprepare emergency procedures upon advice from relevant authority that coversuch emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.
  • Demonstrate understandingand awareness of all company policies and procedures relating to Health,Security, Hygiene and Fire Life Safety and ensure your direct reports do thesame.
  • Ensure all security incidents,accidents and near misses are logged investigated and rectified to preventfuture catastrophes.
  • Ensure that the handoverprocedures are followed in the transferring of all relevant information on adaily basis.

ACCOUNTABILITY

Overall services quality

Optimal luxury wellbeingexperience to guests

Do you have what it takes to be a leader in the world's most global hotel company?If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.

Qualifications

The ideal candidate will have: 515 years managerial experience in a hotelrooms division or health/beauty spa environment; at least 5 years customerservice experience; prior experience managing teams of 10 ; prior trainingexperience; excellent leadership/management skills; ability to sell conceptsand ideas to management, peers, and employees; demonstrated success in revenueachievement and expense management; experience in budget development andfinancial analysis; excellent written and verbal communication skills; and highstandards in ethics, service, and image.

Must speak fluent English; other languages preferred.

Other:

  • Communication skills; demonstrate ability to interact with guests,employees and third parties that reflects highly on the hotel, the brand andthe Company.
  • Reading and writing abilities are utilized often when completingpaperwork and management reports, interpreting results, giving and receiving instructions,and training.
    • Mathematical skills, including basic math, budgeting, profit/lossconcepts, percentages, and variances are utilized frequently.
    • Problem solving, reasoning, motivating, organizational and trainingabilities are used often.
  • Ability to travel to attend workshops, specialized training and/orcertifications, etc.
  • May be required to worknights, weekends, and/or holidays.

-{PS..0}->-{PS..1}->-{PS..2}->-{PS..3}->-{PS..4}->-{PS..5}->Job: Spa & Recreation

Location: United Arab Emirates-Fujairah

Requisition ID: FUJ000163