Spa Manager

Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
Supports the Director of Spa in overseeing and managing the daily operations of the Gym, Spa & Wellness and ensures that team members comply with service standards, departmental policies and operating procedures set by the hotel.
Establishes and ensures strict compliance to work place safety and security standards.
Ensures that all facilities and working area of the department are kept clean and organised at all times.
Handling complaints and resolving service 'Glitches', keep a record of all feedback under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
Leads the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings.
Monitors and controls monthly departmental expenses and support the Director of Spa in budget and forecast report.
Monitors and supervises the inventory taking of departmental operating equipment, supplies materials and linens. Ensures that PAR level is always met and supply orders are made on a timely basis.
Keep informed of VIP and special attention guests reservations and ensure that the preferences are well communicated within the team.
Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
Assists the Director of Spa in identifying training needs for team members and schedule for professional training session to improve and enhance Spa & Wellness programs.
Responsible for developing promotional ideas, adding new Spa menu items to enhance service offerings and maximise revenue.
Maintains strong working relationships with other departments to ensure effective communications for operational issues, upselling opportunities and serves as a role model for inter-departmental collaboration and support.
- Mentor and guide individual team members' growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
- Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
- Foster a positive working environment for all team members and check in regularly to ensure team members satisfaction and maintain strong working relationships within the. Give praises and encouragements for good performances.
Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
Plans roster according to business level to optimise resources and to ensure adequate staffing to deliver exceptional guest experience.
Perform other administrative tasks such as medical and annual leave approval.