Spa & Leisure Manager

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Mar Hall Hotel, Golf & Spa Resort, a gem nestled in the heart of Scotland, has recently been acquired by Dutco, a prestigious Dubai-based company, with ambitious plans for luxury and innovation. Our extensive refurbishment programme includes expanding and upgrading the property to see it repositioned as one of the best hotels in Scotland and an international destination. Plans include new luxury woodland lodges, revitalised golf, spa & leisure facilities, and a refurbishment of our guestrooms and public spaces.

As we embark on this thrilling new chapter, we are searching for a skilled and dedicated Spa & Leisure Manager to join our team and be a part of this exciting new world.

Scope of the role

• Identify and implement innovative Spa & Leisure programmes that stay on trend and serve to retain existing and attract new guests and members
• Develop an exceptional Spa & Leisure team through effective leadership, delivering a strong revenue performance through quality management strategies, exceptional teamwork and creative product development and execution
• Deliver successful outcomes as part of a senior management team, providing the highest level of guest and member experience and commercial performance of the Spa & Leisure offering
• Work closely with the Commercial Director and Marketing Director to establish and drive through sales and marketing campaigns

Key responsibilities include:

• Define and drive Spa residential and non-residential packages
• Create Leisure membership recruitment and retention strategies
• Provide monthly revenue forecast for spa packages and treatments
• Provide pro-active sales and marketing planning, delivering agreed targets
• Set team targets for treatments and retail and create incentives to support success
• Manage costs in line with budget, including payroll
• Produce monthly member usage and spa/class attendance reports
• Present weekly financial performance at HOD meeting and address any variations to plan
• Develop the highest level of customer service standards in all Spa & Leisure areas
• Ensure presentation and cleanliness of all Spa & Leisure facilities, addressing any variances to standard.
• Execute meticulous attention to detail and constantly look to improve
• Oversee the creation of detailed Spa & Leisure protocols to ensure the very best customer experiences
• Create standard operating procedures in all areas to ensure clarity, consistency and safety
• Set par levels for treatment and retail stock and ensures stock take is accurate and delivers to agreed margins
• Ensure team deliver to agreed key performance indicators and address any variances immediately
• Create a presence throughout the Spa & Leisure, taking regular walk rounds and ensuring interaction with guests and members, demonstrating the highest level of customer care
• Lead by example in providing a warm welcome to all Spa & Leisure guests, building positive and professional relationships with them
• Deal with any complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised
• Record any grievances and follows up accordingly, communicating with the wider senior team
• Set up feedback mechanism with actions in place for constant improvement
• Ensure the Spa & Leisure team deliver expert advice and guidance for guests and members at all time
• Responsible for payroll budget, ensuring rotas are set and implemented effectively, delivering to the needs of the business and within established KPIs
• Create and maintain staff rotas for the Spa & Leisure team
• Identify individual training needs and create training plans for personal development

The Ideal Spa & Leisure Manager:

• A minimum of 3 years' experience in a Spa/hotel or similar environment is required, as is a minimum of 2 years in a supervisory or management role
• Relevant training in field of expertise - minimum NVQ Level 3
• Evidence of specific Spa brand training/qualifications
• Evidence of driving successful sales and marketing campaigns
• Retailing experience - upselling, control, merchandising, achieving targets
• Knowledge of retail stock and professional stock control
• Client service skills
• Questioning skills
• Computer literate (email, word, excel, booking systems)
• Experience of using spa booking software and analysis of business reports is required, as is an ability to plan future business including team scheduling and promotional activity

Benefits:

• Hotel Accommodation, Food, Golf & Spa discounts
• Friends and family discounts
• Recommend a Friend
• Uniform (if required for your role)
• Free on-site parking
• Complimentary use of Leisure Facilities
• Employee Assistance Programme