Wellness, Team leader 
(14050)

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. 

Alongside ancient rainforest, within the lush green expanse of a working tea plantation, One&Only Nyungwe House is an idyllic eco retreat offering once-in-a-lifetime experiences in the heart of magical Rwanda. 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 Nyungwe’s 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

• To assist management in supervising daily spa operations and perform all related duties to ensure guest satisfaction.
• To perform all the necessary duty in the absence of department head, ensuing spa runs smoothly and guest has amazing time using the spa and wellness facilities.
• Responsible for revenue generation through treatment,retail, up selling and cross sales to other business centers in the Spa and Resort.
• Responsible for the driving departmental training and design and develop the innovative treatment with the help of spa product partner
• Wellness Team leader is responsible for the delivering exceptional wellness services to guests of the Spa in line with One&Only brand standards, whilst maintaining excellent five-star client care, cleaning standards and grooming.

Key Duties and Responsibilities

Please note that this is not an complete list of everything that needs to be done.  One & Only employees always find new ways to look after the need of the business, their guests, and their colleagues.  Within this, the key responsibilities for this position are:

OPERATIONAL FUNCTIONS

• Check opening procedure details for morning shift and closing procedure detail for evening shift by using checklist.
• To check all maintenance in the spa locations, make work order AND follow up.
• To delegate work duties, make schedule and handle the guest complaint timely and efficiently.
• To fully understand all company Policies & Procedures.
• To support and attend all training programs requested from management.
• To ensure daily deep cleaning to be carried out as per checklist/plan, make sure the areas look clean and neat.
• Ensure Spa soft is working (if applicable)
• Check reservation book and co-ordinate effective break times for rest, lunch and dinner.
• To assist in the report preparations, including -monthly report, retail inventory, quality report, inventory etc.
• To assist in treatment training and soft skill training and prepare team for the necessary audits
• Handle all advance bookings by responding to guest wellness inquiries via email, in coordination with the reservation team.
• To perform all related job tasks as requested by the company.

SPA & RETAIL SALES

• Responsible for achieving retail sales targets as set by the department budget.
• Ensure aftercare recommendations are made at the end of every treatment, linking with client concerns and offering to prepare products at reception for purchase.
• Encourage clients to return to the spa by recommending an ongoing treatment program and cross selling the other business centers in the Spa and Resort. Maintain a sound knowledge of all treatments, packages and any promotions.
• Ensure that daily sales figures are accurately recorded.
• Promote wellness program for colleagues

TREATMENT STANDARDS/OPERATIONS

• Perform all treatments at an exceptional standard, as per One&Only protocols and standards taught in training, whilst tailoring to the client’s specific needs.
• Update own knowledge of products and treatment brand standards, outside of formal training by One&Only.
• Carry out an in-depth consultation with each client prior to treatment, ensuring medical history and concerns are identified and taken into account.
• Protect the guest experience by moving quietly around the treatment room and in corridors.
• Use the correct quantities of products as specified by the manufacturer and not exceed that amount.
• Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organized as per the Spa standards.
• Follow treatment room opening and closing procedures correctly, reporting any maintenance issues to the line manager / maintenance

GUEST RELATIONS

• Maintain the highest standard of guest service by following One&Only protocols and displaying genuine care and attention to detail.
• Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to Colleagues.
• Ensure confidentiality at all times including data protection, medical details and any information provided in confidence by the client.
• Report any guest complaints to the Cluster Wellness Manager so that they can be handled promptly and effectively.

HEALTH, SAFETY & HYGIENE

• Perform all treatments in a professional, hygienic and safe manner for all clients, updating knowledge and training regularly.
• Responsible for the cleanliness, sterilization and hygiene of all equipment, products and linens in the treatment and preparation areas.
• Day to day responsibility for equipment, products, cleanliness and hygiene of the treatment and preparation areas.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. 
• Act responsibly at all times in relation to personal safety along with the safety of Colleagues and guests of the Spa.
• Work together with Housekeeping Attendants where required in maintaining cleanliness and hygiene in the Spa facilities.

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Line manager
• Always be punctual and prepared in advance of treatments.
• Support all departments in the Resort where necessary including covering Reception duties as and when required.
• Must adhere to training as set down by the Cluster Wellness Manager and attend all training courses as deemed necessary.

Skills, Experience & Educational Requirements

• Fluency in English is essential, any additional languages is preferable.
• Must be willing to learn and skilled to perform the job of a wellness Team leader
• Certified/ diploma’s as a Spa Therapist.
• Knowledge of yoga, fitness, and other holistic treatments is advantageous but not essential.
• 2 years’ experience as team leader/ Head Spa Therapists in a resort environment (preferable five star) is a valuable addition.

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 speak in a clear and concise manner both in person and over the phone
• I express ideas in a clear and coherent manner

Functional Skills and Knowledge

• I demonstrate my knowledge and skills effectively
• I take responsibility for my actions

Time Keeping & Grooming

• I report for work in my department on time daily

Response to Supervision

• I demonstrate respect for my leaders
• I respond to supervision positively

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.