**Additional Information** Assistant Spa Manager **Job Number** 25029777 **Job Category** Spa **Location** JW Marriott Hotel Nairobi, Chiromo Lane, Nairobi, Kenya, Kenya,VIEW ON MAP (https://www.google.com/maps?q=JW%20Marriott%20Hotel%20Nairobi%2C%20Chiromo%20Lane%2C%20Nairobi%2C%20Kenya%2C%20Kenya%2C) **Schedule** Full Time **Located Remotely?** N **Position Type** Management **Assistant Spa Manager** **JOB SUMMARY** Assistant Spa Manager shall take the responsibility of supervising and coordinating activities of employees delivering spa services, including and not limited to reservations, reception desk, massage, health club and locker room areas. Position focuses on ensuring guest and employee satisfaction as well as achieving the operating budget. He/she will support the Spa Director in establishing, directing, and maintaining the standards of Spa by JW’s etiquette and service in all interactions with guests and staff. Consistency and understanding when implementing Spa by JW’s business objectives, as they relate to operations, finance, human resources, marketing and health & safety is imperative. Continuously executing the business objectives and verbiage to all employees, whilst ensuring that all financial and marketing opportunities are maximized. Maintain current knowledge of all spa services, pricings, offerings, schedules, specials and other services provided at the spa and at competitive spas. Set the example by using proper etiquette and professionalism at all times. Look for every opportunity to suggest new and enhanced guest experiences, to encourage positive staff behavior, and to direct effectively. Communicate housekeeping and maintenance needs to the relevant departments and ensure they are resolved. Assist team members where needed in all aspects of the business operation. Practice methods, which comply with health and hygiene guidelines and ensure cleanliness meets Standard Operating Procedures in all areas of the spa. **Education and Experience** + High School Certificate + ITEC or CIDESCO trained or its equivalent + Must have minimum of 3-5 years of work experience as a Spa Manager/Supervisor in the spa, guest service, front desk, sales and marketing or related field. + Must be proficient with Microsoft Word, Excel and Outlook. **Administration** + Conduct a daily walk-through and inspection of the spa, retail, and storage facilities. + Document any items to be addressed on the day and ensure they are resolved. + Observe all departmental safety procedures and protocols. + Ensure all retail items are ticketed; merchandise needs to be received within 48 hours of arrival. + Identify all damages and report to vendors or shippers. + Receive all order shipments and compare the purchase order to the invoice, ensure that all items are accounted for. + Assumes the responsibilities of the Spa Director in his/her absence. + Ensures all associates have the proper supplies, equipment, and uniforms. **Financial and Revenue Responsibilities** + Establish and maintain retail targets as a percentage of revenues. + Monitor and maintain labor expectations in keeping with forecasted payroll budgets. + Review all group billing and master accounts. + Resolve posting discrepancies with the accounting department. + Prepare retail incentives. + Establish the total cost of sale for all services and retail items and update this information as needed. + Establish par level stock quantities for the retail/professional stock inventory and review monthly. + Establish retail sales strategy for all items based on the annual number of turns per year. + Establish as part of the annual business plan the treatment sales strategy. + Comprehends budgets, operating statements, and payroll progress reports as needed to assist in the financial management of department. + Manages supplies and equipment inventories within budget. + Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals. **Operations** + Review all upcoming appointments and treatments ensuring that yield management techniques are applied to scheduling and booking appointments. + Assist senior associates with management issues and employee development. + Maintain spa menu and signature treatments that provide the highest yield and customer service while distinguishing the spa from competitors. + Maintain warrantees and service agreements on all equipment; work with engineering to resolve any malfunctions and initiate repair. + Review all incoming group reservations and conference itineraries. + Review hotel occupancy forecasts and all weekly spa schedules anticipating labor. + Handle emergencies with urgency and discretion. + Assign job tasks to spa personnel as suited to their position and ability. + Implement and ensure correct records of all spa promotions, analyze the results, and establish action plans to improve marketing strategy. + Check that all areas of the spa are set as per the standard operating manual. + Ensure that inventories are conducted regularly and accurately for all retail, professional products and expendable items. + Efficiently manage retail inventories and stock keeping units (SKUs) movement. + Develop, coordinate, and implement merchandising activities in line with sales and marketing goals. + Generate monthly and quarterly performance projections by stock keeping units (SKU), as well as promotional activities. **Role Requirements** + Passion for communicating with people and providing excellent service + Excellent verbal and written communication skills + A fast learner, with a positive attitude + Comfortable in a fast-paced, high-volume environment. + Computer proficiency; knowledge of retail/appointment booking computer systems is a plus + A strong team player with the ability to work independently under minimal supervision + Exceptional organizational skills, including attention to detail and multitasking + Critical thinking skills, including customer conflict resolution + Experience in a hotel and especially in luxury brand is an added advantage. _Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._ Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. **Be** where you can do your best work,​ **begin** your purpose, **belong** to an amazing global​ team, and **become** the best version of you.