Manager, Health Club & Pool

melcoresorts; Parañaque; On-site; PHP 600,000 - 900,000; Full time

Job summary

Melco Resorts is seeking a Manager, Health Club & Pool to oversee daily operations of the Health Club & Pool in line with Forbes standards and hotel policies, ensuring guest safety and service excellence.

You will lead the team, oversee guest relations, upsell spa treatments and retail, manage inventory and reservations, monitor maintenance and reporting, and collaborate with spa and hotel management to continually raise the guest experience.

Job description

REQ15034 Manager, Health Club & Pool (Open)

POSITION SUMMARY:

The Manager, Health Club & Pool is responsible for efficiently assisting managing the daily operations of the Health Club & Pool of in accordance with the standards set by the Company and the department to meet the needs and demands of in-house guests, visitors and hotel management.

PRIMARY RESPONSIBILITIES:

• Ensure that guests of the Health Club and Pool follow the rules and safety regulations stipulated by the Company and laws of the country and the city.
• Assist guests and visitors with purchases from the Health Club & Pool reception counter. This includes adhering to cash handling, opening and closing policies and procedures and ensuring charges are correctly administered to the guest account.
• Convey verbal messages to guests and visitors in the most discreet manner ensuring confidentiality is maintained so as not to disturb peace and quiet of other guests.
• Ensure the maintenance and cleanliness of the Health Club and Spa reception area according to Forbes quality standards ensuring retail products are displayed appropriately and all racks and shelves are neat and orderly.
• Ensure the maintenance of the Health Club & Pool areas including the changing facilities, treatment rooms, pool and pool deck according to Forbes quality standards. This includes cleaning equipment, restocking, tidying, and clearing area of used towels and other wastes.
• Check on the provision of Food & Beverage service to guests and maintain Food & Beverage areas (such as coffee machine, fridges, snacks, water, tea and ice machines) when necessary, in accordance to the Forbes standards.
• Maintain daily records of purchases and provide regular summary. Provide assistance to guests/visitors with towels, lockers and hotel amenities.
• Report all maintenance faults and defects in the Health Club and Spa.
• Lead the team by example and ensure that the team abides by the Standard Operating Procedures (SOPs) created in order to maintain a consistency in Forbes service standards and practices
• Attend to guests' queries on Health Club and Spa services and products.
• Put together Spa monthly reports including guest usage, demographics, costs, monthly stock take inventory, etc.
• Create magic moments for customers from point of entry and perform upselling techniques for treatments as well as retail products to maximize sales and revenue.
• Effectively attend to customers' concerns by establishing each customer's needs and trying to meet their requests provided by the Company.
• Adhere and follow all Company policies and procedures.
• Report accidents, injuries, unsafe work conditions and/or security issues to Superiors.
• Review and improve as necessary the operational procedures for the department ensuring that best practices are delivered consistently.
• Conduct Market Survey of the local and known competitors (and/or other related industry information) in terms of the treatments, special or seasonal offers, memberships, pricing, etc. Minimum requirement to update the Market Survey is every 6 months.
• Is able to support and step into the role of Spa Receptionist (and/or other roles when needed) to perform reservations or treatments when necessary and when operation requires.
• Establish, review and revise the Standard Operating Procedures and Policy and Procedures regularly for the Health Club & Pool operations and to ensure all employees are complying with hotel and departmental standards.
• Build positive partner/supplier relationships.
• Monitor the training and development needs of staff to further develop and ensure refresher trainings are executed to maintain competency standards.
• Work with Spa Trainer and related or designated employees for the regular training plan and training summary and analysis.
• Create retailing opportunities which are appealing to Health Club & Pool and Resort guests.
• Create and support a culture of "up-selling" amongst the team and conduct training to educate and motivate employees.
• Perform monthly stock check and raise purchase order and action plan for selling the slow moving retail items accordingly.
• Ensure visual merchandising standards are maintained to the highest standards both of product displays.
• Prepare gift sets upon request for VIP guests and gaming guests.
• Ensure that all employees follow the standard operation procedures and rules and regulations in the staff handbook and all related departmental standard operation procedures rules and regulations.
• Manage departmental orientation programs for new team members and inter-departmental employees.
• Maintain close contact with guests, receiving feedback regarding the operation of the Health Club & Pool and recreational facilities of the hotels.
• Meet the requirements of both local and international VIP guests, demonstrating an appreciation of cultural diversity.
• Track guest satisfaction via the guest comm