Manager, Spa, Pool, and Fitness

MELCO RESORTS & ENTERTAINMENT; Manila; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

MELCO RESORTS & ENTERTAINMENT Manila is seeking a Manager, Health Club & Pool to oversee daily operations, guest services, and spa activities with Forbes quality standards. The role requires leadership to maintain facilities, drive upselling, and ensure safety and excellent guest experiences.

Applicants should have extensive Health Club/Spa management experience in luxury settings, strong communication, and a track record of team development and cost control.

Qualifications

• Demonstrates advanced communication and interpersonal skills.
• Has a strong work ethic.
• Exhibits advanced training skills.
• Computer literate: Word, PowerPoint and Excel.
• Ability to read and communicate in English.

Responsibilities

• Ensure guests follow rules and safety regulations.
• Assist guests with purchases at reception; cash handling and billing.
• Convey messages discreetly; maintain guest confidentiality.
• Maintain cleanliness of Health Club and Spa reception per Forbes standards.
• Maintain Health Club areas including changing facilities, rooms, pool and deck.
• Check F&B service provisions; maintain areas and equipment.
• Maintain daily purchase records and assist guests with towels and amenities.
• Report maintenance faults in Health Club and Spa.
• Lead the team; enforce SOPs to ensure consistent Forbes service.
• Attend to guests' queries on Health Club and Spa services and products.
• Prepare Spa monthly reports: guest usage, costs, stock take, etc.
• Upsell treatments and retail products to maximise sales.
• Address guests' concerns; determine needs and respond accordingly.
• Adhere to all Company policies and procedures.
• Report accidents, injuries, or unsafe conditions to superiors.
• Review and improve operational procedures for the department.
• Conduct market surveys semi-annually on treatments, offers and pricing.
• Support Spa Receptionist duties and reservations when needed.
• Review and revise SOPs and policies for Health Club & Pool operations.
• Build positive partner/supplier relationships.
• Monitor staff training and refreshers to maintain competency.
• Coordinate with Spa Trainer on training plans and analyses.
• Create retail opportunities for Health Club & Pool and guests.
• Promote a culture of upselling; train employees accordingly.
• Perform monthly stock checks and raise purchase orders for slow-moving items.
• Maintain visual merchandising standards for product displays.
• Prepare gift sets for VIP and gaming guests.
• Ensure SOPs and staff rules are followed; update as required.
• Manage staff orientation programs; foster inter-departmental communication.
• Maintain close contact with guests and gather feedback on facilities.
• Meet the needs of local and international VIP guests; respect cultural diversity.
• Track guest satisfaction via comment cards and surveys.
• Respond to Guest Comments and complaints within 24 hours.
• Ensure facilities operate efficiently to maximise revenue and profit.
• Be conversant with all services and facilities offered at City of Dreams Manila.
• Maintain current product knowledge of events and facilities; provide accurate information.
• Deliver exceptional, courteous, professional customer service at all times.
• Prepare, administer and compile reports accurately and timely.
• Prepare rosters and finalize staff timesheets on schedule.
• Attend scheduled training and periodic reviews.
• Maintain confidentiality of guest information and hotel data.
• Conduct daily briefings and monthly departmental meetings.
• Counsel, coach and develop subordinates to meet goals.
• Review employee performance fairly and objectively.
• Contribute to business results by monitoring expenses.
• Utilise communication tools to disseminate information timely.
• Supervise staff to ensure adherence to hotel policies and SOPs.
• Identify and implement best practices in Health Club & Pool operations.
• Participate in the Company’s CSR program.
• Reduce waste and promote reuse/recycling; conserve resources.
• Report for duty punctually and adhere to timekeeping procedures.
• Work flexible hours including weekends, evenings, and holidays.
• Maintain professional appearance and hygiene standards.
• Maintain high standards of professionalism, ethics and guest service.
• Monitor for suspicious behavior and inform security.
• Lead with a culture of equity and diversity; uphold policies.
• Encourage health, safety, and responsibility in the workplace.
• Recommend or implement policies on staffing and disciplinary actions.
• Perform other duties as assigned by superiors.

Job description

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:

• 1. 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.
• 2. 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.
• 3. 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.
• 4. 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.
• 5. 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.
• 6. 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.
• 7. Maintain daily records of purchases and provide regular summary. Provide assistance to guests/visitors with towels, lockers and hotel amenities.
• 8. Report all maintenance faults and defects in the Health Club and Spa.
• 9. 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
• 10. Attend to guests’ queries on Health Club and Spa services and products.
• 11. Put together Spa monthly reports including guest usage, demographics, costs, monthly stock take inventory, etc.
• 12. 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.
• 13. Effectively attend to customers’ concerns by establishing each customer's needs and trying to meet their requests provided by the Company.
• 14. Adhere and follow all Company policies and procedures.
• 15. Report accidents, injuries, unsafe work conditions and/or security issues to Superiors.
• 16. Review and improve as necessary the operational procedures for the department ensuring that best practices are delivered consistently.
• 17. 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.
• 18. 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.
• 19. 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.
• 20. Build positive partner/supplier relationships.
• 21. Monitor the training and development needs of staff to further develop and ensure refresher trainings are executed to maintain competency standards.
• 22. Work with Spa Trainer and related or designated employees for the regular training plan and training summary and analysis.
• 23. Create retailing opportunities which are appealing to Health Club & Pool and Resort guests.
• 24. Create and support a culture of “up-selling” amongst the team and conduct training to educate and motivate employees.
• 25. Perform monthly stock check and raise purchase order and action plan for selling the slow moving retail items accordingly.
• 26. Ensure visual merchandising standards are maintained to the highest standards both of product displays.
• 27. Prepare gift sets upon request for VIP guests and gaming guests.
• 28. 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.
• 29. Manage departmental orientation programs for new team members and inter-departmental employees.
• 30. Maintain close contact with guests, receiving feedback regarding the operation of the Health Club & Pool and recreational facilities of the hotels.
• 31. Meet the requirements of both local and international VIP guests, demonstrating an appreciation of cultural diversity.
• 32. Track guest satisfaction via the guest comment card survey and any other customer satisfaction surveys driven by Hotel and / or Health Club & Pool
• 33. Reply Guest Comments and Complaints in a timely manner (within 24 hours).
• 34. Ensure that all facilities are operating efficiently to successfully achieve the highest possible revenue and profit.
• 35. To be fully conversant with all services, facilities, and programs offered at the Hotel and within Casino Marketing.
• 36. Maintain current product knowledge of events and facilities of City of Dreams Manila including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
• 37. Exhibit exceptional, courteous, professional, and efficient customer service at all times to both guests and employees when communicating instruction, information or advice ensuring the information is received in a timely manner and is being understood.
• 38. Prepare, administer and compile reports as required in an accurate and timely manner.
• 39. Be responsible for the preparation of rosters and the confirmation of employee timesheets in an accurate and timely manner in line with the company deadlines.
• 40. Attends scheduled employee training and periodic reviews on generic hotel /COD training and departmental specific responsibilities.
• 41. Ensure and maintain confidentiality of all guest’s information and pertinent hotel data.
• 42. Conducts daily briefing, monthly departmental meetings and training sessions as scheduled.
• 43. Coaches, counsels, disciplining and develops subordinate and colleagues to achieve their personal and career goals.
• 44. Review employee performance on a fair and objective basis.
• 45. Contribute and improves business results by monitoring and controlling the expenses of their respective department.
• 46. Utilize all communication tools available to disseminate information in a timely manner.
• 47. Supervises and guides all staff to ensure that the Hotel’s policies and procedures are adhered to
• 48. Identifies and implements best practices both in the overall Health Club & Pool operation as well as throughout the hotel.
• 49. Participates in the Company’s Corporate Social Responsibility program.
• 50. Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
• 51. Conserves water and energy when possible.
• 52. To report for duty punctually adhering to the set procedures for attendance and timekeeping.
• 53. Ability to work flexible hours including weekends, evenings, overnight, and public holidays.
• 54. Adheres to the established uniform, grooming, and specified hygiene and personal appearance standards.
• 55. Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues.
• 56. Look out for any person behaving in a suspicious manner and inform security accordingly.
• 57. Adhere to and exhibit pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture of equity and diversity is fostered.
• 58. Through leadership and supervision encourage behaviors that promote health, fire, life and safety responsibility, accountability and awareness.
• 59. Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
• 60. Perform other reasonable job duties as assigned by superiors from time to time.

QUALIFICATIONS:

I. Experience

• 1. Minimum 4 years working experience in a Health Club, Commercial Gym, Day Spa, luxury Hotel Spa, and / or beauty operations with sound knowledge and understanding of the business.
• 2. 2 years in a Health Club/Spa Manager position in a Day Spa, luxury Hotel Spa
• 3. 1 year experience in supervising a property with one or more pools / beach.
• 4. International Health Club & Spa experience is an advantage.

II. Education

College Level of any course or at least 3 years in the Spa field holding a beauty or spa certification

III. Skills / Competencies

• 1. Demonstrates advanced communication and interpersonal skills
• 2. Has a strong work ethics
• 3. Exhibits advanced training skills
• 4. Computer literate: Word, PowerPoint and Excel
• 5. Ability to read and communicate in English

IV. Other Attributes

• 1. Patient
• 2. Ability to follow through
• 3. Customer service focused.
• 4. Is results oriented, demonstrates advanced business acumen and accepts accountability for results (analytical)
• 5. Understands different cultures and diversity
• 6. Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• 7. Ability to work on overtime when needed
• 8. Ability to sit, stand, or walk for extended periods of time