Logo of Huzzle

Spa Assistant Manager- Four Seasons Hotel Madrid

  • Job
    Full-time
    Mid & Senior Level
  • Hospitality & Retail
    People, HR & Administration
  • Madrid
  • Quick Apply

AI generated summary

  • You must have hotel spa experience, management skills, flexibility, excellent communication, attention to detail, legal right to work in Spain, and fluency in English and Spanish.
  • You will ensure seamless guest experiences, manage complaints, oversee staff training, drive revenue, maintain high standards, handle bookings, and support daily operations for optimal service delivery.

Requirements

  • The ideal candidate must be flexible in order to accept assignments on as need basis.
  • Previous experience in a hotel spa environment is required, as well management experience.
  • Excellent communication skills are essential, as well as an eye for detail.
  • Must have the legal right to work in Spain and have fluency in English and Spanish.

Responsibilities

  • To provide a personalized experience with seamless service of treatments that deliver tangible health and wellbeing benefits and have been recommended according to an appropriate consultation with the guest.
  • To handle guest’s complaints, concerns and comments and find an appropriate and suitable resolution to ensure guest satisfaction.
  • The ability to interact with guests, providing full knowledge and assistance for maximum guest usage in a friendly and unobtrusive manner with all guests. Act as ambassador for the Spa at all times.
  • The ability to work with the team to ensure that the highest level of service is performed in conjunction with a smooth spa operation.
  • To proactively work with Spa Therapist and Reception team on upselling products and services to generate incremental revenue and guest satisfaction.
  • Implement an innovative approach to the business, constantly seeking, suggesting and implementing new product and service enhancements.
  • To provide a friendly, courteous and professional service at all times that exceeds guest expectation.
  • The ability to drive the revenue in SPA services through proper yield management and sales and implementing new procedures for Spa Therapists and Receptionists in order to improve productivity and service delivery.
  • The ability to play an active role in creating new initiatives in retail/ booking incentives and cross selling promotions to maximize business potential.
  • Ensure therapists, receptionists and other SPA staff members regularly record guest preferences, accurately updating guest profiles
  • Ensure turn away business and repeat guests are accurately tracked.
  • Proactively monitoring Book4Time and educating Receptionists to ensure:
  • Reservations are complete and correct in order to foresee and prevent glitches and guest complaints.
  • Reservations are made with regard to productivity to reduce the amount of down time for Therapists.
  • Strategic booking practices with regard to productivity and room utilization during peak hours.
  • Assists with group bookings and correspondence.
  • Assist and help organise demonstrations and events as required.
  • To convey clear and efficient instructions and guidance to all Spa Therapists, Receptionists and Attendants regarding daily/upcoming events through use of daily briefings, pass-on logs, or any other means necessary. Attain a high level of effective employee morale and communication.
  • Ensure that the correct quantities and mix of product are being used within treatments and to ensure as far as possible the security of products within treatment rooms and sales areas.
  • Assist the Spa Director in the ordering and management of stock within The Spa.
  • Ensure all client notes are recorded by therapists in Book4Time and that guest histories are updated.
  • Flexible with regard to working shifts, and be prepared to adjust these to meet demands of the business.
  • To participate in regular staff meetings to keep employees informed of hotel policies and changes as well as ways to increase sales and service.
  • To communicate thoroughly on all levels with colleagues and management.
  • Prepares the weekly rota for the Spa Receptionists and Attendants, for the approval of Spa Management.
  • To report for duty punctually wearing the correct uniform/attire and name badge. To maintain a high standard of personal appearance, grooming and hygiene and adhere to the hotel and department personal appearance standards. To ensure Spa Receptionists are always correctly groomed and be a role model in this area.
  • Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.
  • To train SPA Receptionists to describe and sell SPA services and products, including retail according to the guest’s preferences.
  • Update the Spa training manuals, procedures and new hire testing on a quarterly basis to reflect updates in procedures and tasks.
  • Monitoring Spa Therapist/Receptionist performance and assisting with information gathering for performance reviews.
  • Conduct daily reviews Spa facilities (4th, 5th, 6th and 8th floors), in conjunction with Spa Attendant, to ensure all equipment is in good condition and working order. Ensure the highest standards of cleanliness, hygiene and professional presentation of all areas.
  • Ensure compliance of daily and opening/closing checklists in all areas of the treatment room areas, ensuring that all treatment rooms, the relaxation lounge are well maintained, stocked, and cleaned to ensure high quality presentation.
  • The ability to assist in all areas of the Spa when necessary, including all reception duties and to step in with attendants when needed.
  • To confidently use all the IT systems utilized within the department and maintain key operators/trainers for each system to ensure full utilization of all the systems and ensure that all receptionists are fully proficient.
  • Exceptional proficiency in all Spa Receptionist tasks. Responsibilities which include: answering phones, booking appointments, checking guests in and out of the spa, retail sales and completing all shift reports and paperwork.
  • The ability to manage the inventory of retail, assist with reordering of products and maximize profitability and revenue generation.
  • Assist with monthly standards testing to ensure goals are achieved in both Get It Right and Get Me Right standards.
  • To perform other tasks or projects as assigned by Spa Management.
  • To maintain good working relationships with your colleagues and all other departments through working by The Golden Rule.

FAQs

What are the main responsibilities of the Spa Assistant Manager at Four Seasons Hotel Madrid?

The Spa Assistant Manager is responsible for overseeing daily operations of the Spa, ensuring high-quality service delivery, managing therapist and receptionist teams, handling guest complaints, upselling products and services, and maintaining profitability through effective yield management.

What qualifications are ideal for the Spa Assistant Manager position?

The ideal candidate should have previous experience in a hotel spa environment and management experience. Excellent communication skills, attention to detail, and the legal right to work in Spain are also required. Fluency in English and Spanish is essential.

Is prior experience in a hotel spa required for this position?

Yes, previous experience in a hotel spa environment is required for the Spa Assistant Manager position.

What type of work environment can I expect at Four Seasons Hotel Madrid?

Four Seasons Hotel Madrid offers a luxurious and professional work environment, combining modern energy with historic elegance, and emphasizes strong employee relationships and a commitment to exceptional guest experiences.

What is the approach to training and staff development at Four Seasons?

Four Seasons is committed to staff development, providing training for Spa Receptionists to describe and sell spa services and products, along with regular updates to training manuals and procedures to reflect any changes.

How does Four Seasons Hotel Madrid handle employee communication and morale?

The hotel emphasizes strong communication through regular staff meetings, clear instructions, and various channels to ensure high employee morale and effective communication across all levels.

What is the significance of the Golden Rule in Four Seasons' culture?

The Golden Rule represents Four Seasons' core value of treating others as we wish to be treated, fostering respectful and supportive relationships among team members and guests, which is integral to their company culture.

Are there opportunities for career advancement within Four Seasons?

Yes, Four Seasons Hotels and Resorts provides opportunities for career advancement and encourages long-term career development with global potential for talent who share the company's values.

Can I expect to work flexible shifts as a Spa Assistant Manager?

Yes, flexibility regarding work shifts is expected, and the Spa Assistant Manager should be prepared to adjust their schedule to meet the demands of the business.

How does Four Seasons ensure guest satisfaction?

Four Seasons ensures guest satisfaction by providing personalized experiences, handling guest complaints effectively, and continually enhancing service delivery through staff training and innovative approaches to spa services.

Travel & Leisure
Industry
10,001+
Employees
1961
Founded Year

Mission & Purpose

Four Seasons opened its first hotel in 1961, and since that time has been dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality. Currently operating more than 120 hotels and resorts, and more than 50 residential properties in major city centers and resort destinations in 47 countries, and with more than 50 projects under planning or development., Four Seasons consistently ranks among the world's best hotels and most prestigious brands in reader polls, traveler reviews and industry awards.