Spa Operations Manager

Who we are:

Carden Park Hotel is one of the UK’s premier independent destination resorts and through extensive investment in its luxurious facilities, the 1000-acre estate in the heart of the Cheshire countryside is establishing itself as a world-class destination for both business and leisure guests.

Featuring two championship golf courses, an opulent five-star spa, 197 bedrooms, conference facilities, leisure club, activity centre, as well as award-winning restaurants and bars; guests from all over the world visit Carden Park for an extraordinary escape in the Cheshire countryside.

Benefits:

As well as the opportunity to join one of the UK’s most dynamic resorts, where marketing plays an integral role across all areas of the business, you can also benefit from:

  • Free team lunch daily
  • Friends & family discounts
  • Employee discounts
  • Free gym & swimming pool membership
  • On-site parking
  • Uniform provided
  • Free golf
  • Stunning countryside surroundings to explore

Summary

To take responsibility for the day to day running of the spa including, recruiting, training and maintaining standards of all staff including managing their rotas. Develop an interesting and successful promotional activity programme ensuring that the reception team and therapy team drive revenue. The role also involves responsibility of health and safety, to ensure that the highest standards are adhered to, and that guest experience exceeds expectation throughout the spa. To support the Spa Director in all other aspects of the Spa business and be fully conversant with all aspects of operation and financial management. Managing operational KPI’s like wage % and COS % as well as budgeted retail % whilst ensuring overall guest satisfaction.

Core Accountabilities and Performance Indicators

These indicators are what the company can expect to see when the role is being performed to the required standard.

OPERATIONAL

  • Responsibility for the day to day management of the Spa including staff, training, stock, standards and health and safety
  • To ensure all health and safety measures are met at all times including client consultation and recording of medical information
  • To ensure treatments are started on time and guest receives the correct length of treatment
  • To ensure all team members carry out their roles with care and thoughtfulness and to the highest of standards
  • To keep the Spa exceptionally clean and welcoming to guests and use the standard room layout
  • To build a team of excellent, highly trained people
  • Report any unusual occurrences immediately to your line manager
  • To regularly audit food service and delivery and actively ensure high levels of satisfaction.
  • To be able to work shifts with maximum flexibility as and when necessary
  • To carry out any other duties as imposed by the needs of the business and requested by a senior manager
  • Ensure linen quality is of the highest standard.

 

FINANCIAL/COMMERCIAL

  • To support the Spa Director in achieving agreed commercial targets in the Spa through the planned coordinated development of the facility
  • To strive to achieve both personal and departmental targets
  • To carefully manage stock usage and minimise wastage
  • To be familiar with the monthly financial and statistical reports for the whole of the spa
  • To support the businesses wage structure based on productivity and efficiency
  • To be motivated and drive sales in all areas of the business
  • To liaise with the Spa Director on forecasts, stock levels, requisitions, budget, targets etc. and ensure a par stock level appropriate to business demand

 

HUMAN RESOURCE

  • To effectively administer and plan rotas, timesheets, lieu time and holidays ensuring that the treatment department is staffed efficiently and to the required level of business needs. Casual staff are only used where necessary and that holiday is recorded and managed correctly to ensure the correct amount of cover within the business
  • Ensure recruitment, training, development and staffing levels are as detailed by the budget or required by operation, whilst demonstrating a Health and Safety focused management style
  • To ensure staff training records are kept up to date
  • To support excellent working relationships within the department
  • To follow the SOP’s for all leave for your team (holiday, un-paid, sickness)
  • To be fully conversant with disciplinary procedures and all other relevant human resources practices e.g. sickness/absenteeism
  • To recruit new therapists maintaining accurate and compliant records of interview and trade testing
  • To ensure that each new member of the team receives a departmental induction on their first day and that they attend a company orientation within their first month of employment
  • To carry out appraisals/job chats as per the Carden Park Hotel appraisal system
  • To be a supportive manager and take time to develop and retain a skilled and loyal team
  • To ensure that all departmental staff adhere to company code of dress procedures and to maintain a high standard of personal hygiene and cleanliness
  • Record sickness efficiently and complete relevant reports accurately so that a thorough follow up and interview can be carried out
  • Carry out investigations with regard to queries with pay and follow up with employee as soon as possible
  • To attend and contribute in all training booked by management
  • To adhere to company dress code and to maintain a high standard of personal hygiene and cleanliness

 

ADMINISTRATIVE/OPERATIONAL

  • To arrange refresher training for existing staff and brand training for all new staff members
  • To host regular team meetings, take minutes and share with the Spa Director
  • Attend and contribute in monthly departmental meetings
  • To maintain the reporting procedures and control system established by the Hotel
  • To maintain and update equipment, product, service and standards as required
  • To interact professionally with guests and members of staff throughout the business
  • To deal with problems, enquiries and complaints from Spa members and guests quickly and efficiently
  • To work in an efficient and timely fashion

 

SALES AND MARKETING

  • To proactively promote all aspects of the spa.
  • To proactively drive sales in all areas of the business
  • To achieve daily targets
  • To actively sell promotional activity and encourage bookings for events
  • To set team targets and stretch targets
  • To ensure any leaflets, around the business are constantly available and presented to brand standards
  • To liaise with the Spa Director and make recommendations for marketing initiatives and promotional activity based on guest needs and staff skills and availability
  • To personally network at all levels with individuals from both inside and outside the company structure for the further development of the Spa

 

IT SYSTEMS

  • To ensure that all IT systems are correctly configured and data integrity is maintained at all times
  • Responsible for ensuring all staff details and skills are correct and up-to-date

 

HEALTH AND SAFETY/LEGAL

  • Responsibility for up-dating all treatment Risk Assessments
  • Ensure that all staff are adequately trained in all jobs they are required to carry out
  • Ensure medical history and contra-indications checks are completed before every treatment
  • Be fully proficient and ensure that all therapists are proficient in recognising contra-indications for treatments trained to deliver
  • Ensure that all departmental equipment used is maintained and in good working order
  • Ensure safe working practices are adhered to at all times
  • To ensure that all required PPE is readily available for the team
  • To organise and ensure all staff are released for statutory training and if not available alternative an alternative course
  • Ensure that health and safety requirements are maintained within the department area and immediately deal with and report in the Health and Safety meeting any concerns
  • To always use the correct cleaning materials and in the correct manner at all times as laid down by the Control of Substances Hazardous to Health, (COSHH) Regulations 1988 and maintain your department COSHH Register
  • Proactively support the Health and Safety Policy of the Carden Park Spa in conjunction with the Health & Safety at Work Act
  • Comply with the Fire Safety Policy of Carden Park Hotel and Spa
  • To follow first aid procedures in the event of dealing with an accident
  • Ensure you are familiar with the health and safety regulations laid out by Carden Park Hotel and Spa
  • To identify, deal with and alert the Duty Manager to any H&S issue
  • Attend and contribute to Health & Safety Meetings as required
  • To ensure procedures are in place for any accidents to be dealt with quickly and efficiently
  • To deal with immediately and Health and Safety issue brought to your attention by staff members
  • To be fully converse with the Crisis Management plan in place for:
  • Loss of water
  • Loss of Power
  • any other possible crisis
  • To company regulations in regard to:
  • Fire regulations and procedures
  • Health and safety regulations
  • First aid procedures

 

WHEN ON SPA DUTY MANAGEMENT SHIFTS

  • To take responsibility for all reactive tasks whilst on Duty Management shifts within the spa with a high ‘front of house’ presence supporting staff, and guests
  • Follow the appropriate Opening/Closing checklists to ensure the spa is fit for operation including staffing, health & safety and general standards
  • Complete regular departmental checks throughout the day. All departments are to be thoroughly checked
  • Ensure that appropriate action is taken and communicated to the relevant departments with regards to cleanliness, health and safety and maintenance needs arising from checklist. Record information in relevant paper work and follow up
  • Ensure that levels of communication between Duty Managers is maintained at all times by handover book and up dates at the end of shifts
  • Ensure that you are aware of availability of services throughout the spa departments and communicate with the team on shift
  • Action/respond to any guests requests/complaints, and inform the appropriate manager. Ensure that correct procedure for complaints is followed and recorded
  • Keep the hotel team informed of any pertinent information in regard to the daily operation of the spa

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