Patina Maldives, Fari Islands

Job Title: Director of Spa

Department: Spa & Wellness

Reports to: Resort Manager

Position Level: Manager (DHA)

Position Overview

The Director of Spa forms part of the leadership of the Rooms Division. The individual is responsible for managing, leading and developing Spa & Wellness operations and concepts through making key strategic decisions to deliver an array of luxury products, services and amenities for all guests. Ensuring strong financial management for the resort.

The Role

  • Provide inspirational leadership with a clear vision and direction to colleagues to ensure delivery of the Patina brand values and vision, to create an amazing experience for our guests and colleagues.
  • Oversee and manage all aspects of the Spa and Wellness department, including the operations of the gym.
  • Review in trend products, services and promotions to develop new Spa & Wellness concepts so as to provide the 'Best-In-Class" wellness experiences for our guests.
  • Implement creative initiatives in integrating Spa & Wellness programs with resort operations and communicate upselling opportunities to all colleagues to aid in the promotion and maximise revenue generation.
  • Review financial data and prepare budget forecasting, sales planning and management reports.
  • Monitor and control payrolls, inventory supplies and departmental expenditure to ensure accurate financial reporting.
  • Communicate expectations, recognises performance, and produces consistent desired business results.
  • Ensure strict compliance to all policies and standard operating procedures set by the resort and company.
  • Maintain strong working relationships with other departments to ensure effective communications for operational issues and serve as a role model for inter-departmental collaboration and support.
  • Inspire and empower colleagues to provide extraordinary and engaging service to all guests.
  • Be an exemplary role model in inspiring colleagues through strong demonstration of the Patina Culture and Service Philosophy.
  • Build and maintain strong key relations with external partners and retail vendors to ensure good business networking and sales opportunities.
  • Establish and effectively communicate the importance of Forbes and LQA standards with colleagues to ensure best audit performance.
  • Report any issues or damages to the relevant department to ensure defect-free facilities and service amenities within the resort.
  • Keep informed of VIP and special attention guests' reservations and ensure that the preferences are well communicated within the team.
  • Monitor and analyse guest feedbacks from the various platforms (e.g. comment card, TripAdvisor, online reviews) and provide strategic direction for a continuous rating improvement.
  • Build and maintain strong guest relationships by periodically checking in on their experiences, gathering feedbacks to improve on operation and service experience. Ensure that all complaints are handled with utmost professionalism and proper follow-ups are done in a timely manner.
  • Handle complaints and resolve service 'glitches' and keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
  • Take ownership of individual's growth and be involved in career progression and succession planning of colleagues.
  • Proactively identify training needs of colleagues to ensure consistent performance improvement.
  • Maintain an image of professional senior management to all guests, colleagues and the resort.
  • Perform all duties with discretion, professionalism and a pleasant demeanour.
  • Perform other duties or responsibilities that are reasonable as assigned by the immediate supervisor or manager.

Talent Profile:

  • Diploma or Bachelor's degree in Business, preferably in Hospitality Management or equivalent.
  • 6-10 years' experience with at least three (3) years' experience in a similar role or capacity in luxury resort/hotel.
  • Spa therapy knowledge is an advantage.
  • Experienced in budget development and financial analysis.
  • Strong interpersonal communicator with personable character, good in relation-building.
  • Excellent command in both written and spoken English.
  • Motivator and self-starter, capable of handling multi-faceted projects and of working under pressure.
  • Acute attention to details.
  • Strong technical and people management skills.
  • Understands and respects local cultural, able to adapt to changing environment.
  • Personable and pleasant to deal with.
  • Discreet, reliable, diplomatic.
  • Positive "can do" attitude and flexible approach manages with humility.
  • High degree of integrity. Strong leadership. Nurtures and develops colleagues, encouraging innovation.
  • Comprehensive knowledge of business needs, financial reporting and productivity requirements
  • Ability to sell concepts and ideas to management, peers and colleagues, demonstrates success in revenue achievement and expense management.
  • Computer skills, particularly in the use of Microsoft Office.
Patina Maldives, Fari Islands
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