Spa Assistant Manager 
(19779)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

Job Summary

Responsible for all aspects of the Spa Operation, supporting the Spa Manager in driving key elements such as marketing and promotions, operating criteria, programming, budgeting, VIP guest visits, staff relations and training.   The Assistant Spa Manager will play a key role in the Spa’s vision of success and guest expectation.

Key Duties and Responsibilities

Spa & Retail Sales/ Stock

• Promote and sell the services of the Spa and maximise the potential of all sales.
• Regularly monitor the retail sales and retail % of each staff member, providing motivation and training.
• Responsible for maintaining an effective stock control system including stock rotation, inventory and placing orders to par level, reporting cost to Spa Manager. Ensure a par stock appropriate to the business demands.
• Monitor the cost of product and correct usage of therapists.
• Ensure monthly stock rotation within every treatment room.

Finance & Commercial

• Ensure that treatment scheduling meets the demands of the guest whilst maximising revenue and trends are monitored and addressed.
• Plan an annual calendar of events and promotions and to review success with Spa Manager
• Ensure the program of activities and events within the Spa are advertised, supported and meets the guests expectations and to ensure that all spa staff understand the content of the program.6
• Prepare reports on key operating performance statistics in line with agreed procedures and implement action as discussed with the Spa Manager and ESPA.
• Review, monitor and report treatment spend analysis in line with agreed parameters.

Duty Management/ Operations

• Ensure that all agreed operational standards are maintained within the Spa and that any defects are addressed quickly and efficiently.
• Take full management responsibility within the Spa in the absence of the Spa Manager, acting as Duty Manager and Spa Representative as required.
• Responsible for Opening/Closing Procedures when on duty.
• Set an example at all times in standards of professionalism, attitude and appearance as required from the staff.
• Provide operational support to all spa departments when required.
• To ensure that all treatments carried out in the spa are in line with agreed ESPA procedures.

Personnel Management & Training

• Manage all spa department rotas in line with the operational demands of the Spa and to review these regularly in line with special events, programmes, visits etc. Oversee attendance sheets, sick leave and holiday arrangements.
• Provide the update to manuals, workbooks, to ensure that all operational procedures are carried out in the prescribed manner.
• Provide leadership, direction and support to the employees at the Spa to develop a highly motivated team, who can deliver high standards of service in all areas.
• Develop an annual training plan with spa supervisors and ensure that all employees are trained and developed to meet the needs of the business.

Guest & Hotel Relations

• Initially deal with all guest enquiries, feedback, complaints and issues and to ensure that necessary follow up/action to carried out
• Oversee Press visits, PR and VIP visits.
• Create and maintain relations with spa guests through having an active presence in key guest areas.
• Create strong relationships with key departments such as Front Office, Housekeeping and Maintenance.

Health, Safety & Hygiene

• Ensure that all Hotel and ESPA Health and Safety guidelines are adhered to and that all new staff receive instruction in these as part of their Spa Induction programme

• Ensure that the Spa’s cleanliness and image are in line with agreed standards and are reviewed with key staff regularly

Skills, Experience & Educational Requirements

• Minimum of 3 years in 4/5* Spa, retail, and/or hospitality environment.
• Previous experience as Spa Manager or Director, Spa in a 5 Star Resort for a minimum of 2 years.
• Previous education and diplomas in Spa Management, Esthetician Education.
• Skills in sales, marketing and guest relations.
• Strong customer service in luxury spa/hospitality industry.
• Skills in managing and processing software such as: Spa Soft and Opera are required.
• Detail-oriented and have the skills to manage in accordance to Standard Operating  Procedures relating to service,   

                training, inventory and payroll.

• Experience in handling crucial situations with guests and colleagues effectively.
• Managing colleague performance issues quickly and effectively.
• Strong ability to coach and motivate colleague to achieve sales and service goals, build clientele, monitor productivity goals and evaluate results. 
• To present a professional and polished appearance.  
• Flexible schedule, available to work evenings, weekends and holidays.
• To remain in contact with updates and developments in the Spa Industry.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.