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Assistant Spa Manager - eforea Hilton Bournemouth

GB - Bournemouth
Date Posted:
14/11/16 22:30
Company Name:
Hilton Hotels and Resorts
General Summary

Responsible as part of Spa & Health Club team for delivering a legendary guest experience; ensuring clients, members and hotel guests receive a personalised, efficient and consistent service. Support the Spa & Health Club Manager by working to high standards and ensuring the day-to-day effective operation, development and profitability of the eforea Spa & Health Club. Provide guidance, support and direction to the members of the spa team where needed.


A. Working relationships / Communication

* Provides direct support to The Spa & Health Club Manager.
* Interacts and communicates effectively with hotel guests, clients, members, team members (within team and cross-functionally), and management team.
* Works closely to establish strong links with The Spa suppliers for maximum support.
* Ability to work without supervision, polite and helpful to both colleagues and guests, receptive to feedback, good communication skills, friendly enthusiastic and a willingness to learn.

B. Key Responsibilities

* Provide leadership, support, direction and supervision of the team in the daily operations of the spa.
* Oversee and ensure the smooth day-to-day running of the Spa. Communicate and delegate tasks effectively to ensure achievement of objectives and operational standards.
* Take ownership of and be responsible for ensuring all administration procedures regarding client care are carried out including booking procedures, client payments and consultation cards. Ensure the secure daily handling of monies and cash transferrals.
* Minimum 3 days treatment provision, as agreed with Spa & Health Club Manager.
* Team recruitment and training.
* Implementing and managing standard operating procedures and policies.
* Upholding quality control standards, including the guest experience, service hygiene, cleanliness, and product usage.
* Purchasing: operational supplies, retail and professional products.
* Inventory Control and reporting
* Follow and implement all company policies and procedures and protect company assets.

Customer Service / Quality

* Maintain the product in line with eforea spa & health club brand standards.
* Respond to departmental audits to ensure the continual improvement is achieved.
* Ensure that guests receive an efficient, friendly and personalised service from all team members.
* Manage customer complaints effectively; use customer feedback to activate long-term improvements in products and services.
* Manage customer feedback effectively; ensure any issues or compliments are escalated and dealt with appropriately to enable long-term improvements in products and services.


* Regularly measure and review of The Spa activity, providing guidance and action plans to exceed financial targets and key business performance indicators.
* Gain an understanding of and pro-actively work towards the achievement of departmental financial and operational targets. Support the Spa & Club Manager in controlling and planning expenditure and the maximisation of sales.
* Maximising retail opportunity and productivity.
* Ensure a sound knowledge of the market to maintain an awareness of any potential threats and opportunities.
* Support effective planning and delivery of sales, marketing and promotional activity to maximise all revenue opportunities in line with business objectives.
* Be responsible for stock control and management reporting.
* Responsible for team rotas according to business needs. Ensure that departmental shift procedures and opening hours are planned in line with financial business needs and statutory requirements and customer services expectation. Hours as required on a rota basis.
* Undertake such other duties as the Spa & Health Club Manager, may from time to time reasonably require.


* Responsible for the recruitment and induction of The Spa Team members in line with deployment and budget requirements.
* Identify training and development needs for The Spa team to add value to the business and to develop team member potential.
* Deliver training sessions on internal standards.
* Follow eforea spa grooming standards and present a professional and well-groomed appearance at all times.
* Comply with all Human Resources company policies regarding timekeeping, requests for time off, sickness and absence policies and conduct policies.
* Ensure performance management processes are established and appraisals are undertaken to assist with the career development, progression and succession planning of The Spa team.
* Coach and encourage team members to obtain regular feedback from guests to ensure suggestions and customer service improvement opportunities are actioned.
* Team leadership: staff motivational and incentive programs, and professional development.

A. Knowledge, skills and abilities
* Strong leadership and interpersonal skills
* Strong Customer awareness and focus
* Sound organisational skills with the ability to identify and juggle priorities.
* Able to show initiative and make decisions.
* Established operational experience within the leisure/hospitality sector.
* Knowledge of Spa services, treatments and retail operations.
* Creative in marketing, promotions and spa events
* Training, development and coaching skills with the ability to delegate effectively, influence and achieve results through others.
* Creativity, drive and initiative. Ability to maintain effectiveness in a pressurised environment and translate opportunities into action plans.
* Ability to think and respond quickly to issues or guest needs.
* Able to work flexibly to suit the hours and needs of the business.

B. Minimum experience / education level

* Minimum of three-years' experience in a supervisory role.
* Education/Qualifications: Recognized qualification in a Beauty Therapy or Massage Therapy
* Experience of managing spa team members
* Proficient computer skills

Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.

Job Categories
Spa Services
Hilton Bournemouth
Entry Level Position