Director of Spa - Kempinski Hotel

Kempinski Hotel Gold Coast City – Accra is the only five-star luxury hotel offering state of the art meeting facilities and services in the city. Conveniently located in the downtown area and inclose proximity to the State House, the Accra International Conference Centre and the National Theatre. The property has 269 luxury rooms (largest room size in Accra), 24 suites, a variety of

F&B offerings as well as large conference facilities and the largest SPA in West Africa (opening soon), a perfect mix of categories to meet the needs of both corporate and conference visitors to the country.

Director of Spa

To take 100% responsibility for managing a successful Resense Spa via leading the spa team effectively to deliver and exceed the guests’ expectations and maximise profitability in accordance with Resense’s spa vision, core values & all related brand standards, procedures & policies. This includes reporting effectively to the relevant Resense Operations Manager and executing Resense directives and liaising positively with the Hotel General Manager and the Hotel Team.

Main Responsibilities

Operating:

• Uphold and deliver the Resense brand vision – the luxury European spa and its central USP’s.
• Supervise daily spa operations and liaise with department heads to ensure routines, cleanliness, maintenance and service standards are upheld.
• Provide a service that is individual, spontaneous, personal and genuine. This requires a very high level of communication and social skills and to take responsibility for the whole team.
• Communicate effectively within the spa team as well as with guests and other hotel departments.
• Operate and ensure the entire team operates in accordance with Resense Spa’s Standard Operating Procedures, Policies & Forms Manuals; and the Kempinski SOP’s, policies & manuals.
• Resolve customer’s disputes and/or complaints immediately and report appropriately in accordance with Kempinski & Resense SOP’s. Ensure safety and security for spa guests and staff.
• Create & maintain an efficient maintenance program for the Spa and equipment to ensure it is maintained to Resense and Kempinski 5 star standards.
• Drive efficient employee scheduling and co-ordination; including vacation planning.
• Resense, Kempinski and spa orientation for new employees and trainees.

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• Implement and uphold the company Health & Safety policy.
• Mentor staff for professional growth. Planning and Development:
• Monthly goal setting and actively include team in goal creating, planning and follow up, including reporting results to the team.
• Strategic and training planning & implementation.
• Yearly, monthly, weekly planning and coordinating with other hotel departments.

Finance:

• Drive revenue for the spa whilst controlling the costs, thus maximising profitability.
• Manage the financial budget and control costs and liaise with Resense Operations Manager   and Hotel Financial Controller.

Critically review costs each month to ensure they are appropriate for the spa and raise any inconsistencies with Resense Operations Manager.

Recruitment and Training:

• Recruit new staff with approval from Resense Operations Manager and in accordance with hotel’s policies.
• Ensure all staff receive necessary induction and ongoing training to allow them to carry out their role as laid out in the operational manuals.
• To plan annual staff training calendar for approval by Resense Operations Manager and to ensure that this is implemented.
• To ensure that all therapists and professional staff hold the necessary qualifications to carry out treatments and services.
• Carry out or organise all in house training on a regular basis in all areas.
• Carry out annual appraisals and personal development plans for all spa staff and to review these with Resense Operations Manager, People Services and General Manager.

Reports:

• Complete Resense Revenue Management Schedule every day with daily statistics and update Action List, Yearly Marketing Plan and Training Plans.
• Review each week with Operations Manager, discussing and understanding charts and KPI’s.
• Complete End of Month explanations and strategic analysis in Revenue Management Schedule.

Marketing:

• Prepare, implement and update business and marketing plans with approval from Resense Operations Manager.
• Design and execute marketing initiatives according to a clearly outlined and well-tracked marketing strategy in Yearly Marketing Plan in Revenue Management Schedule.
• To act as host when required for VIP and press visits.

Desired Skills and Qualifications

•      Beauty/spa therapist qualification (an advantage)
•      Experience with Advanced Cosmetology (an advantage)
•      Business administration qualification
•      Qualifications in Natural Medicine (an advantage)
•      Knowledge of Natural Therapies
•      Five (5) years spa management experience in an international standard spa. [If applicable, hotel/club/medical sector experience]
•      Operations management.
•       Financial reporting.
•       Human resource management
•      Public relations and marketing.
•      Retail management
•      Customer service.
•       Computer literate. (Advanced level)
•       Business writing
•       Willing to work shift hours including evenings and weekends.
•      A leader.

Other requirements

•      Proven spa performance in 5 star spas.
•      Responsible and attention to detail.
•      Strong communication skills.
•      Highly competent understanding of P&L’s and KPI’s.
•      Ability to communicate with GM’s in a direct and non-spa fashion.
•      Can ‘lead’ at team to deliver a superior spa experience.
•      Positive and ‘can-do’ attitude.
•     Limitless energy and personal motivation to succeed.
•      Ability to direct people and issue instructions.
•     Likable personality that can ‘connect’ with guests.
•      Detailed and follows up.
•      Empathy and understanding of spa therapists.
•     Respect for value of all team members including therapists, attendants, receptionists and fitness members.
•      Sales ability