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Job Detail

Spa Manager

Are you good in dealing with customers/ employees?

Client Overview

Our client is one of the best spas in Nairobi. It was opened with an aim of refreshing, rejuventing and rebalancing their customers. With a team of highly trained therapists and top quality products, they strive to grow and maintain their standards as a world class spa that offers premiere wellness and holistic services to their clients. They spend a lot of time and effort in garnering new skills and enhancing their existing skills.

Duties and Responsibilities

  • Lead, direct and supervise spa team in creating an outstanding experience for the customer – ‘pampered to perfection’ so that customers are greeted in a professional, friendly, and timely manner
  • Provide consistent high standards of customer service by greeting and assisting customers, and excellent leadership skills—own and manage the department!
  • Protect employees and customers by providing a safe and clean spa and leisure environment.
  • Deal with any customer complaints if possible otherwise liaise with MD. Complaints need to be reported to the MD regardless.
  • Ensure all complaints are dealt with promptly and efficiently and in confidence, initiating corrective actions if required.
  • Ensure all customer feedback (guest questionnaires, verbal comments, emails, etc. is used to inform changes in practice and provide staff training or corrective actions to ensure high standards are maintained.
  • Ensure that rooms are presentable at all times so that the business and team can handle any unexpected customers, walk ins or tours without any problems. The rooms need to look clean, well decorated with music playing in the background. Rooms need to have beautiful scent too.
  • Attention to details is key – focus on presentation from the moment the client walks in on how he/she is greeted, to how he/she is handled to the room, in the room and after the treatment. Spa etiquette is of high importance and we must ensure first world service.
  • Clients should not be kept waiting at any time. In case of any delays, a report to the Seniors and MD needs to be issued asap so the problem of why a client has been delayed is addressed immediately.
  • To maintain an excellent reputation in the market and remind therapists to remind clients to review their experience on Tripadvisor and Facebook.
  • Ensure smooth running between therapists and housekeeping so that sheets, towels, any other relevant utensils/equipment are always ready and clean for the client.
  • Liaise with Managing Director to promote all aspects of the spa facility.
  • Have management reports ready by 15th of following month
  • Assist with any financial decisions and planning
  • Manage expenses and report any accounting issues immediately
  • Manage accounts assistant
  • Oversee accounts
  • Report suspected fraud immediately
  • Attend weekly meeting with CEO– to be held on Mondays at noon
  • Assist with KPI, sales targets and retention rates on a monthly basis by sitting in with MD and individual staff members