Job Description:

Are you a dynamic and motivated leader with a passion for wellness and exceptional hospitality? We’re looking for a Spa & Club Front of House Manager to oversee our clients front-of-house operations, ensuring a seamless and welcoming experience for their guests. If you thrive in a fast-paced environment and are dedicated to delivering outstanding customer service, we’d love to hear from you!

The Role:

• Duty Management: Oversee daily operations during assigned shifts, ensuring smooth and efficient operation
• Team Leadership: Conduct regular team meetings to facilitate communication, foster new ideas, and monitor team performance. Promote achievements and identify areas for improvement
• Customer Service: Ensure prompt and accurate handling of customer enquiries and bookings. Address and resolve customer complaints effectively
• VIP & Group Management: Take control of all VIP, journalists and press arrivals, ensuring a seamless experience
• Interdepartmental Collaboration: Build and maintain strong relationships with other departments to enhance overall service delivery
• Performance Appraisals: Collaborate with the Spa Manager to conduct meaningful bi-annual appraisals for all team members
• Staff Management: Oversee staff absence, holidays, and sickness. Manage the team rota and approve shifts for timely payroll processing. Ensure part-time staff needs are met
• Facility Maintenance: Ensure that the spa’s public spaces are well-maintained, tidy, and spotless at all times
• Food & Beverage Oversight: Manage and review food and beverage service, control beverage stock, and conduct allergen training for staff
• Revenue Growth: Liaise with the Spa Manager and Spa Director to explore revenue enhancement opportunities and innovative ideas for departmental growth
• Cleaning Standards: Coordinate with the cleaning team to maintain high cleaning standards in all spa areas
• Treatment Revenue Management: Manage online late availability in collaboration with the Treatments Manager
• Operational Responsibilities: Responsible for the opening and closing of the spa, processing and reconciling daily business transactions, and efficiently managing family swim time sessions
• Inventory Management: Conduct monthly stock takes of towels and robes, and oversee the ordering of stock as required
• Compliance: Ensure adherence to GDPR regulations at reception and oversee the functionality of reception equipment
• Miscellaneous Tasks: Carry out any reasonable tasks requested by the Management Team to ensure smooth spa operations. Be willing to step in during emergencies as needed

Skills:

• Proven experience in a managerial role preferably within a spa or hospitality setting.
• Strong leadership and team management skills
• Excellent customer service and communication abilities
• Ability to handle complaints and resolve issues effectively
• Proficiency in scheduling software
• Flexibility to work varied shifts, including evenings and weekends