Spa Operations Manager 

The Spa Operations Manager is responsible for delivering exceptional levels of service and support all aspects of the spa operation in line with the Spa and Hotel brand standards, and will have key responsibility for the Spa Reception and Spa Attendant Teams.

As a key spa front of house position, you will be responsible for delivering an outstanding spa guests experience journey for all of our guests and members in line with our Fairmont brand standards, and share a passion for excellent service, and wellbeing. This position will also assist the Spa Manager/Director for driving the revenue of all business centres within the spa, through effective scheduling, yield management and sales.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
• Shuttle to and from St. Andrews
• Meals on duty
• 50% off F&B 
• Discounted B&B stays
• Discounted Spa treatments
• Access to gym and pool area

What you will be doing:

• An ambassador role within the Spa, responsible for the day to day operation of the spa front of house and maintaining a front of house and on the floor presence within the spa.  
• Drive all aspects of Guest satisfaction – VOG & LQA and Sparkle Moments
• Responsible for achieving exceptional guest feedback and handling all complaints in a warm, professional and pro-active fashion. Inform the Spa Manager/Director and reverent HOD of any complaints or issues regarding the spa facility taking the appropriate action or recommended amendments if necessary.

• Management of both Spa Reception team and Spa Attendants
• Assist the Spa Manager/Director in managing the spa bookings systems, maximising of revenue of treatments and programmes through effective scheduling, yield management promoting all aspects of the spa and wellness, recording turn away and treatment cancellations.
• Maintain a sound treatment and retail knowledge to enable effective cross selling within the spa, and a good knowledge of the hotel and facilities available
• Assist the Head Therapist to provide further consultation to guests when necessary to ensure that sales are closed on products recommendations made by the Spa Therapist.
• Ensure the correct billing and reconciliation of payments/funds and night end reports on the spa reception at the close of each shift and at the end of the day.
• Ensure the reception team are consistently recording guest preferences and accurately update the guest profiles and communicating relevant information to members of the team.
• Maintain the cleanliness, presentation and organisation of the spa reception at all times.
• Ensure all opening, closing and shift check-lists and procedures are completed on a daily basis, reporting any housekeeping and maintenance issues to the Spa Manager/Director and Leisure Manager.
• Complete Rota’s for the Spa Reception and Spa Assistant team as outlined by Spa Manager/Director in line with the needs of the business, ensuring that both areas are appropriately supported at all times.
• Ensure staff are aware of any current news and information and hold monthly meetings/briefings to communicate, motivate and be aware of staff needs.
• Provide training and development of the Spa Reception and Spa Assistant teams as outlined by the Spa Manager/Director and other courses.
• Assist the Spa Manager/Director and Head Therapist when required to produce monthly statistical KPI reports, including turn away and treatment cancellations to identify business and revenue opportunities.
• Assist the Spa Manager/Director and Head Therapist when required with the maintenance of month end stock control system of all retail, and professional amenities.
• Assist the Spa Manager/Director and Head Therapist when required to calculate team incentives and commissions.
• Assist the Spa Manager/Director and pro-actively create new initiatives and incentives in retail and treatment bookings and promotions.
• In absence of the Spa Manager/Director attend the morning and afternoon hotel meetings taking the most up to date information, guests and any other relevant information.
• Other duties as assigned

Your experience and skills include:

• Spa experience within a luxury property
•  Previous experience in a similar leadership role is essential

Your team and working environment:

• Working in a fast paced team environment
• Shifts will be during the day, evening and weekend
• Must be eligible to work in the UK. The hotel is unable to assist candidates in obtaining UK work authorisation.
  
  Our commitment to Diversity & Inclusion:
  We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
  
  Why work for Accor?
  We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
  By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

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