COMO Shambhala Wellness Manager
COMO Point Yamu
Property: COMO Point Yamu
Position: COMO Shambhala Wellness Manager
Department: COMO Shambhala
Directly reports to: Executive Assistant Manager
Indirectly reports to: Group Director Wellness Operations
Key Mandate
To manage and direct a successful, profitable, and efficient COMO Shambhala operation, ensuring that our wellness services align with the objectives, performance, and quality standards set by the hotel/resort and COMO Shambhala.
Tasks/Responsibilities:
Operations / Communication
- Ensure COMO Shambhala Policy and Procedures are followed. Create, maintain and implement the Standard Operating Procedures and Guest Journey for the department.
- Maintain and update operational documents (Local drive and SharePoint).
- Enhance communication for daily operations with teams through logbook or digital.
- Conduct daily/weekly/monthly meetings within the team to encourage open communication and sharing of ideas.
- Oversee retail operation within wellness centre – vendor and inventory management / revenue budgets ensuring the retail space/outlet is attractive and well always stocked.
- Manage team performance and ensure that the philosophy (Mission and Vision) of COMO Shambhala is reflected in all interactions with guests and team members.
- Engage teams and continuously upgrade COMO Shambhala product knowledge – treatments, products, retail, hotel facilities and able to make insightful recommendation and upsell to guests.
- Plan and manage the daily activity schedule proactively meeting guest's expectations.
- Meet and exceed Leading Quality Assurance (LQA) standards as much as possible always ensuring high standard of service and high quality of treatments.
- Actively ensure prompt and professional service recovery action.
- Ensure health and safety standards are complied with at all times.
- Manage the maintenance, hygiene and cleanliness of COMO Shambhala areas and facilities to provide an optimal environment to guests and team members by implementing proper cleaning schedules.
- Recognise outstanding team member performance and manage substandard performance fairly, immediately and constructively.
- Regularly update your spa and wellness knowledge with participation in continuing education classes to maintain current knowledge of industry.
- Develop and mentor employees through coaching, training, delegation, support, motivation and direction.
- Encourage teamwork amongst team members and organise teambuilding activities.
- Manage pre-existing Hotel Management Systems and Spa Software System as a tool to carry out your COMO Shambhala operational tasks.
- Work with other department heads as a team, in line with overall goals and objectives.
- Maintain open communication with COMO Shambhala Head Office and Hotel Management.
- Confidentiality of property and company information observed by all team members and not to be shared with inappropriate people, in accordance with Property Handbook.
- Be the brand ambassador of COMO Shambhala and embody the commitment to living healthfully and nurturing this commitment in others.
Sales and Marketing
- Collaborate closely with the Corporate Head Office and Hotel Sales and Marketing teams for COMO Shambhala business initiatives.
- Regularly review the website and all digital media to ensure information is accurate and up to date.
- Utilize promotions to increase spa capture rates and ensure they are effectively tracked.
- Update the competitor list frequently and analyse market trends and pricing.
- Manage, coordinate, promote, and host visiting practitioners, workshops, retreats, and other COMO Shambhala events to ensure their success.
- Work with all hotel departments to effectively promote COMO Shambhala to hotel and resort guests.
- Ensure accurate tracking and reporting of the guest database.
- Engage proactively with repeat guests to encourage further reservations.
- Interact with guests to understand their preferences and needs, identifying areas for improvement.
- Actively participate in COMO Shambhala-related sales trips as needed, supporting the sales team to secure future business.
Finance
- Ensure the Daily Flash Report is completed accurately and take appropriate actions to improve business performance when necessary.
- Prepare the department’s annual budget, sales and marketing plans, and business plan.
- Proactively work to maximize departmental Gross Operating Profit (GOP) by setting revenue targets for the department and team members and developing both short-term and long-term revenue and service strategies.
- Monitor the general ledger to ensure alignment with budgetary constraints.
- Prepare monthly reports and communicate the department’s financial performance promptly to hotel management and COMO Shambhala Head Office.
- Set and manage inventory procedures to maintain accurate control of retail inventory, ensuring operational and retail stock orders stay within budgetary limits.
- Keep the cost of sales for treatments updated.
People Leadership
- Proactively manage staffing levels within budgetary constraints to meet business needs.
- Complete a Training Checklist for all new COMO Shambhala team member’s as part of their induction training.
- Conduct COMO Shambhala orientation for new team members and provide regular refreshers for current team members.
- Maintain COMO Shambhala brand standards by organizing regular refresher trainings.
- Conduct performance reviews as required to monitor team performance and plan for succession.
- Ensure team members perform tasks according to their roles and take appropriate disciplinary action when necessary.
- Respect and understand the ethnic and cultural diversity among team members.
- Communicate and coordinate with Head Office for any skill training requirements.
- Encourage professional development by planning appropriate training programs for team members.
- Support the department’s onsite trainer and ensure continuous departmental training.
- Attend training sessions or workshops organized by the hotel and COMO Shambhala.
- Coordinate with Head Office for employee rotation.
Attitude and Behaviour
- Adhere to all property rules and regulations (Employee Handbook).
- Maintain a positive attitude while on duty and be ready to assist any guests or colleagues in need.
- Always show respect to guests, managers, colleagues, and owners.
- Promote an honest, ethical, and safe environment by acting in a mature, professional, and empathetic manner. Gossiping, spreading rumours, and other malicious behaviour will not be tolerated.
Grooming
- Adhere to property grooming standards
- To be an effective Wellness Spa Manager, several key competencies are essential:
Qualifications and Key Competencies:
- Minimum 3-5 Years Wellness Industry Experience, High school diploma and Spa Management certificates or equivalent preferred
- Passion for Wellness
- Fluent in English and second language preferred
- Leadership: Inspiring a team through motivation and ability to resolve conflicts
- Customer Service: Outstanding care and support towards guests using the Guest Journey experience
- Communication: Effectively exchanging information between, guests, team, members and management, including active listening skills
- Sales and Marketing: To promote wellness services and products to maximise revenue, by creating a business plan incorporating wellness promotions and initiatives
- Financial: Oversee budget, manage expenses, whilst controlling costs.
- Organizational Skills: Able to multitask and have attention to detail
- Problem Solving: Dealing with guests, team members, vendors – quick thinking and creative
- Spa Management Software: Booking systems
- Computer Skills: Proficient in Word, Excel and PowerPoint
- Inventory Management: Stocktakes and product orders
- Interpersonal Skills: Build strong relationships, involving empathy, patience and effective communication
- Industry Knowledge: Best Practices in Wellness industry, to ensure spa remains competitive and offers high-quality services, with a passion for the wellness industry
Extra Duties
Additional Responsibilities
Occasionally, you may be asked to perform COMO Shambhala tasks that are not specified in this job description. You should agree to take on these tasks if the request is reasonable and does not compromise your health, safety, or security.
CONTACT US
We are always looking for talented people to join us at COMO. If you would like to send us your resume for a position not advertised please send your resume to us.