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Hilton Health Club & Spa Manager in Como, Italy

A Health Club & Spa Managerwill play a key role in the drive for the acquisition and retention of Spa & Health Club members, helping to develop a vibrant, engaged membership organisation connecting the enthusiasm and imagination of members.

The candidate will need excellent interpersonal skills, able to meet and consult with members to promote the membership and support the delivery of our membership targets. The ability to develop and build upon long term relationships and liaise with members and potential members will be crucial to the candidate success.

A Health Club & Spa Managershowcases duties are cultivation relationships, organizing events, developing strategic plans, analysing markets, writing promotional materials, handling fundraising activities, recruiting new partners.A Health Club & Spa Managershould have a background in sales and customer service. A successfulHealth Club & Spa Managermust also be skilled in supervising a team of people. Experience in coaching and top communication skills are also essential for this role.

Key Responsibilities

Operational

·Provide leadership in support, direction and supervision of the team in the daily operations of the spa and health club.

·Team recruitment and training.

·Implementing and managing standard operating procedures and policies.

·Upholding quality control standards, including the guest experience, service hygiene, cleanliness, and product usage.

·Purchasing: operational supplies, retail and professional products.

·Inventory Control and reporting

·Local press and media liaison.

·Follow and implement all company policies and procedures and protect company assets.

·Support the spa reception operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties when required.

·Act as Duty Manager when assigned this role as part of the rota

Customer Service/Quality

·Maintain the product in line with eforea spa & health club brand standards.

·Ensure that guests receive an efficient, friendly and personalised service from all team members.

·Manage customer complaints effectively; use customer feedback to activate long-term improvements in products and services.

·Responsible for communication with all members on an ongoing basis to assess levels of satisfaction, including follow up activities.

·Conduct spa tours for VIPs, journalists and prospective members. Act as an Ambassador for the spa at all times.

·Share best practice across the organisation.

·Ensure that all Health & Safety regulations comply with Hilton Worldwide policies.

Commercial

·Deliver performance in membership sales, aiming to meet or exceed targets

·Work in conjunction with and support the hotel marketing team to achieve corporate sales targets.

·Work with the General Manager, to establish sound business plans and accurate interim forecasts.Production of performance reports and annual budgets.

·Conduct regular competitive analysis maintaining a complete working knowledge of the local competition and catchment area of the Hotel.

·Produce a sales action plan, which will facilitate the membership renewals and the generation of new membership.

·Regularly measure and review of The Spa activity, providing guidance and action plans to exceed financial targets and key business performance indicators.

·Maximising retail opportunity and productivity.

·Ensure a sound knowledge of the market to maintain an awareness of any potential threats and opportunities.

·Effective planning and delivery of sales, marketing and promotional activity to maximise all revenue opportunities in line with business objectives.

·Payroll and scheduling in-line with deployment analysis.

·Undertake such other duties as the General Manager, may from time to time reasonably require.

·Compile a monthly report, providing the General Manager and Regional Spa Director with the status of all activities, projects and financial data.

·Ensure membership benefits sits in line with current trends and comp set

·To generate sales leads through outreach activities

·Achieve daily and monthly sales targets as an individual and as part of a team

·Inspire new and prospective members to join our club by understanding the demand and reach out to new client types

·Proactively manage sales and reach commission targets

·Manage monthly/annual subscriptions

·Complete monthly retention calls

People

·Responsible for the recruitment and induction of The Spa Team members in line with deployment and budget requirements.

·Identify training and development needs for The Spa team to add value to the business and to develop team member potential.

·Deliver training sessions on internal standards.

·Ensure performance management processes are established and appraisals are undertaken to assist with the career development, progression and succession planning of The Spa team.

·Coach and encourage team members to obtain regular feedback from guests to ensure suggestions and customer service improvement opportunities are actioned.

·Team leadership: staff motivational and incentive programs, and professional development.

Knowledge, skills and abilities

·Strong leadership and interpersonal skills – ability to work and interact at all levels of the organisation and external environment

·Established operational experience within the leisure/hospitality sector

·Sound financial / management understanding

·Excellent selling & communication skills both orally and in writing

·Training, development and coaching skills with the ability to delegate effectively, influence and achieve results through others

·Creativity, drive and initiative.Ability to maintain effectiveness in a pressurised environment and translate opportunities into action plans

·Commercial awareness and customer focus

·Able to work flexibly to suit the hours and needs of the business

Minimum experience / education level

·Knowledge of local language and English

·Minimum of five years experience ina commercialbusiness environment with a proven track record

·Fantastic sales traits, including an approachable personality, an ability to communicate effectively and a desire to move forward in a career

·Experience/knowledge of the Spa/hospitality market preferred

·Pre-opening experience preferred (not essential)

·Experience of managing teams

·Proficient computer skills

·Be passionate about sales and have an understanding of the luxury spa and leisure industry

·Have experience in a sales based role and be comfortable working to strict targets

·Be enthusiastic, self-motivated, target driven, and organised

·Have a natural ability to drive and hit sales targets

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across itsglobal brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job: Spa, Health Club, Recreation

Title: Health Club & Spa Manager

Location: null

Requisition ID: HOT0656O

EOE/AA/Disabled/Veterans

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