Assistant SPA Manager

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Financial Responsibilities:

• Establish the operations financial business plans for the year in liaison with the various Spa Division, GM of the unit and the Financial Controller concerning monthly revenue and expenditures.Ensure the department’s operational budget is in line and that all costs are strictly controlled.
• Achieving the objectives of the Employer as set out in any Business Plan/s/Targets from time to time including inter alia ensuring that the Business operations operate on a 25% cost to sales ratio;
  
  

Ensure Spa facilities are operating efficiently to achieve the highest possible revenue and profit.

• To oversee the Spa operation
• To plan and implement the Spa concept
• To facilitate personalized results focused treatment to all and ensure re-booking levels are reached
• To implement the standard operating procedures
• To maximize the operations potential through effective training chiefly booking procedures, strong retailing and up selling.
• To ensure the highest standards of hygiene and presentation
• To achieve maximum efficiency from the team and all other treatment resources.
• To monitor guest feedback and to implement a system for addressing comments to ensure total guest satisfaction and continuous improvement
• To provide training to deliver consistent excellent service
• To ensure an atmosphere that promotes positive emotions for clients and for the therapist team
• To act as liaison and problem solver for all PR, sales & marketing activities
• To co-ordinate a program of activities and events to develop Spa & Hotel business
• to keep abreast with market trends and requirements;
• to liaise with Hotel Managers/Supervisor’s;
• to direct and assist staff and personnel in meeting Thuir work objectives;
• to act or otherwise deal at all times in the name of the Employer and in the best interests of the Employer;
• cash-point confidentiality;
• to be neat, smart, tidy, clean, courteous and polite at all times;
• prompt answering of telephone calls and contacting clients and other third parties by telephone and/or by other electronic means as may be requested;
• the general managing and running of the Business in an efficient manner inter alia by ensuring optimum client satisfaction.
  
  

Operations:

• Supervising the day-to-day operation.
• Formulating policies and procedures for improving the performance and operations in liaison with the GM
• To ensure the smooth operation, cleanliness and maintenance of the Spa & equipment.
• Ensuring the centers are operated to international standards, especially in terms of cleanliness and hygiene.
• Attending Unit morning meetings.
• Ensuring all spa records and documents are being filed and maintained in an effective and appropriate manner.
• Ensuring proper maintenance of spa facility and equipment.
• Monthly updating of website offers
• Administering Spa Software Data
• Responding to guest enquiries
• Handling Complaints
• Design innovative Spa treatments and differentiating from all competitors services
• submitting the necessary reports and information (including but not limited to progress reports and costs reports) as and when required to do so by the Employer
  
  

Leadership:

• Maintain and preserve the Spa’s vision and mission.
• Ensuring all spa employees have a complete understanding and adherence to Spa’s policies and procedures.
• Ensuring all spa employees adhere to the established standards of hygiene and grooming.
• Conduct daily briefings and monthly operational meetings for entire spa team.
• Coach and support all spa employees.
• Mentor spa employees for professional growth.
• Serve as a liaison between the management, staff and clients.
• Oversee and implement staff schedules to ensure maximum results.
  
  

Planning:

• Creating a plan based on the monthly goals.
• Identify and plan training needs in liaison with the Training Manager-Spa Division.
• Create trainings, get-togethers, staff & management meetings and activities on a weekly & monthly basis.
• Planning and maintaining of at least one month of operational supplies.
  
  

Purchasing & Stock

• Perform weekly salon stock inventory and managing stock control
• Ensuring maintenance of inventory of supplies and products.
• Ensuring stock data and inventory are correct and conducting spot checks
• Reviewing monthly stock data and tacking necessary action
• Sourcing of materials, equipment and supplies
• Stock displays and promotional material to be rotated monthly in line with brand objectives and standards
• Reviewing and improving stock procedures to ensure maximum cost benefit and ‘right stocking’.
  
  

Sales & Marketing:

• To establish a sales & marketing plan in liaison with the GM and marketing manager and adherence to the same.
• To market spa services and facilities both in the resort as well as in regional and international market.
• To continue to find innovative and creative methods of increasing guest capture ratio.
  
  

Training:

• Attending all house-training programs.
• Responsible for designing and implementing weekly, monthly & quarterly on-the-job training for all departmental employees.
• Liaising with company trainers and collaborating to design and implement procedures
• To hold practical and theoretical quarterly assessments with all members of staff
• Ensure career development plans and succession planning of subordinates.
• Use Key Result Areas system to review the performance of direct subordinates and to determine their development needs.
• Attend training on fire safety and security systems.
  
  

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
  
  

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.

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