Hyatt Assistant Manager - Spa in MUMBAI, India

Description:

Administration

· Prepares all daily, weekly and monthly reports on all management aspects, to include statistical analysis of participation and use of facilities, market appraisal and evaluation. Ensures that the Spa & Fitness Centre facility and services are Market Leaders in all aspects of provision.

· Conducts daily communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.

· Ensures that the Spa & Fitness Centre facility and services are Market Leaders in all aspects of provision.

Customer Service

· Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Spa services, whilst following up with prompt feedback.

· Personally verify that all guests are receiving the best possible service in line with the “Spa Experience Programme” and the hotel standards.

· Ensure to have high visibility on the floor of the facility throughout the day.

· Awareness of all current promotions, policy changes and memorandums.

· Ensure through knowledge of all hotel outlets, departments and competitors by all spa staff

· Ensure guest history is updated at all times.

· Implementing guest recognition programmes and maintains a relevant guest database.

· Ensure staffs maintain timing in relation to treatments to avoid any unnecessary delays.

· Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the department.

· Ensures all employees provide a courteous and professional approach following the “Spa Experience Programme”

· Maintains positive guest and colleague interactions with good working relationships.

· To regularly monitor the Hyatt Guest Satisfaction Survey report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year.

· To ensure the minimum benchmark scores of the consumer audit are achieved, to analyse the results of the consumer audit, prepare and implement appropriate action plans, and to constantly improve the results year on year.

· To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels.

· To take appropriate action based on the feedback through the above mediums and when possible to revert to the guest on their feedback.

· To regularly monitor the Hyatt Guest Satisfaction survey report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year.

· To ensure the minimum benchmark scores of the Consumer Audit are achieved, to analyse the results of the Consumer Audit, prepare and implement appropriate action plans, and to constantly improving the results Year on Year.

· To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels.

Financial

· Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

· Prepares daily, weekly, monthly and annual budget/ forecasts and marketing plans in conjunction with the Spa Manager.

· Monitors all costs and recommends / implements measures to control them in accordance with the annual budget.

· Ensures that the Department's operational budget is in line and that all costs are strictly controlled.

· Creates employee productivity reports each month.

· Controls and supervises stocks and inventories taken on a monthly basis .

Marketing

· Greets VIP guests / Press and potential members personally.

· Attends function, promotions for and on behalf of the Spa & Fitness Centre as when necessary.

· Maintaining a high profile within the local spa industry.

· Creating necessary promotions to yield manage the Spa peaks and valley periods.

· Analysing the spa consumer, ensuring that we have the appropriate promotions on offer.

· Working with Product Houses for product launch and press launches.

· Ensure all collateral is in keeping with Hyatt Pure standards.

· Co-ordinate with the sales team on associations with corporate accounts with an aim to build awareness.

Operational

· Ensures through effective supervision that all services offered in the Spa & Fitness Centre are always available and carried out with the utmost efficiency and courtesy as per the Spa Experience Programme.

· Ensure the Spa and fitness facility operates successfully and are individually profitable in accordance with the standard of the hotel.

· Ensure the entire spa meets and exceeds the Spa Experience Programme standards.

· Ensure that all therapy, treatment package and rooms are blocked according to the treatment time and preference of the guest.

· Conduct weekly tour of the facility with housekeeping and engineering to ensure the area, equipment and facility is in 100% working order.

· To review and improve as necessary the operational procedure for the spa and gym facilities

· Ensure manning and facility utilization are maximised.

· Ensure the spa team is aware of monthly budget and individual retail and service targets.

· Conduct spot checks on stock levels to ensure stock is secure and tightly controlled.

· Maintains a high profile within the Spa & Fitness Centre by becoming involved with the activities, becoming a model of fitness and health.

· Maintains a good relation with all Spa & Fitness Centre members, guests and visitors.

· Plans all recreation, fitness and spa activities.

· Continually educates and updates oneself on the various components of the Spa & Fitness Centre Operation, Maintenance and Growth, and to recommend to Management any new innovations and/or changes.

· Ensures the smooth integration with all other hotel operating departments, ensuring that all employees have a thorough knowledge of the Spa & Fitness Centre facilities and services.

Personnel

· Ensure all spa employees are fully aware of the Spa Experience Programme.

· Ensure all spa employees complete their personal syllabus training programme.

· Ensures the employees report for duty punctually wearing the correct uniform and nametag at all times.

· Ensure that all employees adhere to the established standards of hygiene and grooming.

· Assists in the building of efficient Management and employee teams by taking an active interest in their welfare, safety, training and development.

· Organize and supervise bi monthly training sessions of spa treatments.

· Ensures that all employees have a complete understanding of the hotel's policy and procedures.

· Conducts annual Performance Development Discussions with employees, supports them in their professional development goals.

· Interviews new potential employees in liaison with the Human Resources Department. Trade test each potential candidate

· Chairs management team and employee meetings on a weekly basis with regards to informing staff on the department performance.

· Create individual responsibilities for each of the therapists, i.e. product preparation, stock rotation.

· To adhere to and ensure that every employee in the department / division understand all the principles of Hyatt’s Global Privacy Policy and comply fully with all the obligations as per the policy.

· Align all day-to-day functioning of the department / division consistent with Hyatt’s Global Privacy Policy.

· To implement and monitor the key contributors to the employee engagement survey, to analyse the results, prepare and implement appropriate action plans, and to achieve consistent high level of engagement and improve on it year on year.

· To identify high performing employees (HIPOS), assist in their career planning, personal growth and development while supporting the hotel succession plan and retention.

· To closely monitor the Attrition patterns of the department / division on a monthly basis.

· To understand the reasons for employee turnover in the respective areas and take appropriate corrective actions along with the HR department, to control turnover wherever possible.

· Align all day-to-day functioning of the department / division consistent with Hyatt’s Global Privacy Policy.

· Attends and contributes to all training sessions and meetings as required.

Training & Development

· To implement theSchoolofHospitalityand facilitate in its roll out to all employees.

· To consistently work with the training team and division managers on upgrading the list of tasks covered and periodically review all task to check for any desired changes.

· To ensure all associates are trained on all relevant tasks.

· Implements effective training programmes for the employees in coordination with the Training Manager and their Departmental Trainers.

· Attends and contributes to all training sessions and meetings as required and to ensure the employees on the department do so.

· To supervise training need analysis for the department.

· Regularly nominate and ensure participation of team members for all training planned in the hotel, in line with the objectives outlined in the SMART Goals on respective PDPs and as per Consumer Audit findings.

Other Duties

· Is knowledgeable in statutory legislation in employee and industrial relations.

· Ensures high standards of personal presentation and grooming.

· Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations.

· Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.

· Responds to changes in the spa and fitness centre function as dictated by the industry, company and hotel brand

· Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

· Carries out any other reasonable duties and responsibilities as assigned.

· To follow and ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

· To be well versed with the Hotel safety and security procedures and be vigilant about observing and reporting anything unusual.

Qualifications:
* Relative Work Experience * Degree / Diploma in Massage Therapy

Primary Location: IN-MH-Mumbai
Organization: Hyatt Regency Mumbai
Job Level: Full-time
Job: Administrative
Req ID: MUM000572

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