Cluster Manager , Wellness 
(20103)

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. 

Cushioned in the foothills of the breath-taking Virunga Volcano Range, One&Only Gorilla’s Nest makes the magical possible to enjoy a once-in-a-lifetime, personal encounter with the rare and majestic mountain gorilla, roaming free in its own natural habitat. The warm 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 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. We don’t just exist in the environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish.

Job Summary

The job of Cluster  Wellness Manager was established for the purposes of providing guidance and leadership to the Spa including fitness ensuring consistent compliance with spa/wellness industry guidelines and hotel policies, and quality guest service while maximizing departmental profits and positioning One and Only Rwanda ( One &Only  Nyungwe House and Gorillas Nest Resorts as the place to be.

Key Duties and Responsibilities

• To be responsible for the overall management and performance of the wellness session ensuring high standards of professionalism, guest service and optimum financial performance.
• Responsible for the quality of service and maintenance of the product at the Spa in line with One and Only Nyungwe House and Gorillas Nest Resorts operating standards.
• To prepare monthly financial and statistical reports for the Hotel senior management incorporating proposals and recommendations regarding policy and operation of the Spa, competition, occupancy and usage,
• To develop and submit an annual budget and business plan for the Spa. To be responsible for the achievement and regular review of the business plan and budget. This should also include the control of staff wage costs in relation to productivity and efficiency.
• To work closely with the Resort Managers and Hotel Marketing Team in the preparation of wellness marketing plans for the year.
• To coordinate all promotional plans and projects for the facility. To provide leadership, direction and support to the employees of the Resorts and to develop a highly motivated team who can deliver high standards of service in all areas.
• To effectively integrate the Spa and wellness activities within the Hotel marketing strategy and to ensure that the Spa and wellness in general is marketed correctly both internally and externally. This includes responsibility for ensuring that all hotel staff are kept informed of changes or additions to information in the Spa.
• To represent the image of both Resorts’s services, its ideals and its policies by maintaining groomed and professional appearance in dealing with all Guests and all the time promote a friendly informal, polite relationship between guest and staff
• Responsibility for cleaning of facilities and to ensure that all Spa and fitness area are maintained in neat, professional hygienic and safe manner
• Actively promote the Spa/wellness services and sales of product ranges which are retained
• Actively offer training to SPA/Wellness team
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 Skills, Experience & Educational Requirements

 Position Qualifications :

Required:The ideal candidate will have: 2 years  and above managerial experience in wellness /beauty spa environment in luxury Resorts ; at least 5 years customer service experience; prior experience managing teams; prior training experience; excellent leadership/management skills; ability to sell concepts and ideas to management, peers, and employees; demonstrated success in revenue achievement and expense management; experience in budget development and financial analysis; excellent written and verbal communication skills; and high standards in ethics, service, and image Strong creative mindset. Strong organizational skills.

Skills :

Required:

• Ability to communicate in English oral and in writing. Ability to present clear, concise and meaningful information to guests, executives, managers and employees. Other languages will be a plus.
• Ability to analyze, interpret and understand financial data for existing spas and development projects.
• Ability to solve practical and complex problems.
• Ability to use systems and equipment, property management system, and other software/machinery as required.
• Highest level of integrity and transparency.
• Ability to coordinate multiple group efforts within the company to achieve objectives.
• Ability to handle multiple tasks, with awareness of deadlines.
• Ability to identify processes needing improvement, and to recommend improvements.
• Strong commitment to service.

Blow Away The Customer

• I care and work towards exceeding the expectations of my customers
• I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

• I am committed to being thoughtful towards our colleagues
• I am passionate about my role      

Continuously Strive for Perfections (good enough never is)

• I constantly seek new ways and ideas to improve what I do
• I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

• I am honest and fair
• I take responsibility and contribute towards the financial performance of where I work

Grooming

• I present a professional image according to established standards

Communication

• I adapt my behavior to cultural characteristics of the situation
• I build internal and external networks

Functional Skills and Knowledge

• I take full responsibility for my actions
• In my role, I set the standards that are used as benchmarks for the industry

Planning & Organizing

• I anticipate the impact of initiatives and plan accordingly
• I am able to manage multiple objectives and priorities effectively

Team Management & Development (Influencing & Working with Others)

• I provide opportunities for my colleagues to be developed for positions above them
• I’m a role model and leader in mentoring and coaching in the business

Problem Solving & Decision Making

• I encourage an environment that supports logical decision making
• I encourage and assume responsibility in risky decisions

Innovation & Creativity

• I foster a culture of innovation & creativity
• I  am constantly seeking new opportunities

Risk Management

• I identify  strategies that involves risks that drive results
• I  develop solutions to mitigate risks and maximize value

Drive for results

• I set clear, realistic and challenging goals to drive the business
• I communicate clearly business targets and am able to steer the colleagues to achieve the results

Leading Change

• I drive the implementation of change initiatives for improvements
• I am able to influence the need for change and take the colleagues to achieve the business goals

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.