Profession spa manager

Spa managers coordinate the day-to-day operations of the spa establishment in order to provide guests with the best customer experiences. They oversee the activities and performance of staff, manage the financial aspects of the Spa, deal with suppliers and run advertising campaigns for the spa in order to attract more customers.

Personality Type

• Enterprising / Conventional
• Enterprising / Investigative

Knowledge

• Corporate social responsibility

  The handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards environmental and social stakeholders.

• Communication principles

  The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.

• Product comprehension

  The offered products, their functionalities, properties and legal and regulatory requirements.

• Customer relationship management

  The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.

• Customer service

  Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.

• Types of spa

  Field of information which distinguishes different kinds of spa such as thermal, hammam, medical, ayurvedic, relaxation, destination and traditional spas. These practices differ in treatments, therapies, services, programmes and provisions.

• Recreation activities

  The field and characteristics of recreational activities for customers.

• Spa products

  Keep up to date with new spa products such as certain oil and nail products being introduced by the market, and implement their benefits in the company or facility.

• Company policies

  The set of rules that govern the activity of a company.

Skills

• Plan spa services

  Direct diverse spa services and programs according to company or facility quality standards and guidelines.

• Lead a team

  Lead, supervise and motivate a group of people, in order to meet the expected results within a given timeline and with the foreseen resources in mind.

• Identify customer's needs

  Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

• Plan health and safety procedures

  Set up procedures for maintaining and improving health and safety in the workplace.

• Schedule shifts

  Plan staff time and shifts to reflect the demands of the business.

• Represent the organisation

  Act as representative of the institution, company or organisation to the outside world.

• Promote recreation activities

  Promote the implementation of recreation programs in a community, as well as recreation services provided by an organisation or institution.

• Inform customers of activity changes

  Brief customers about changes, delays or cancellations of planned activities.

• Handle customer complaints

  Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

• Supervise work

  Direct and supervise the day-to-day activities of subordinate personnel.

• Guarantee customer satisfaction

  Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

• Manage operational budgets

  Prepare, monitor and adjust operational budgets together with the economical/administrative manager/professionals in the arts institute/unit/project.

• Manage recreational facility

  Manage the daily operations of a cultural facility. Organise all activities and coordinate the different departments functioning within a cultural facility. Develop a plan of action and arrange the necessary funds.

• Establish daily priorities

  Establish daily priorities for staff personnel. Effectively deal with multi-task workload.

• Manage supplies

  Monitor and control the flow of supplies that includes the purchase, storage and movement of the required quality of raw materials, and also work-in-progress inventory. Manage supply chain activities and synchronise supply with demand of production and customer.

• Manage staff

  Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.

• Manage health and safety standards

  Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.

• Follow company standards

  Lead and manage according to the organisation's code of conduct.

• Delegate activities

  Delegate activities and tasks to others according to the ability, level of preparation, competence and legal scope of practice. Make sure that people understand what they should do and when they should do it.

• Discharge employees

  Dismiss employees from their job.

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Respond to customers' inquiries

  Answer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.

• Liaise with local authorities

  Maintain the liaison and exchange of information with regional or local authorities.

• Supervise the management of an establishment

  Run the management of an establishment and ensure that every need for a smooth running of the operations is looked after.

• Develop recreation programmes

  Develop plans and policies which aim to provide the desired recreation activities to a target group or in a community.

• Set organisational policies

  Participate in setting organisational policies that cover issues such as participant eligibility, program requirements, and program benefits for the service users.

• Produce sales reports

  Maintain records of calls made and products sold over a given time frame, including data regarding sales volumes, number of new accounts contacted and the costs involved.

• Recruit employees

  Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.

• Analyse goal progress

  Analyse the steps which have been taken in order to reach the organisation's goals in order to assess the progress which has been made, the feasibility of the goals, and to ensure the goals can be met according to deadlines.

• Manage logistics

  Create logistic framework for transporting goods to customers and for receiving returns, execute and follow up the logistics processes and guidelines.

• Liaise with managers

  Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.

• Meet picking standards

  Perform picking activities in a way that meets quality standards.

• Train employees

  Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.

• Schedule recreation facilities

  Schedule the use of recreational facilities.

• Develop revenue generation strategies

  Elaborate methodologies through which a company markets and sells a product or service to generate income.

• Supervise daily information operations

  Direct daily operations of different units. Coordinate program/project activities to assure the respect of costs and time.

• Oversee spa maintenance

  Inspect, direct and execute preventive maintenance and repair of spa facilities. Check for the proper functioning and availability of equipment and supplies. Contact and coordinate on-site maintenance of contractors and their operational costs.

• Manage customer service

  Manage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.

Optional knowledge and skills

Source: Sisyphus ODB