SPA MANAGER
Four Seasons Hotels and Resorts
Unknown, Mara, Tanzania
Full-Time
Competitive
OfficeManager
About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Join us deep in the heart of the world’s most celebrated wildlife reserves, where the Big Five – the lion, the leopard, the buffalo, the elephant and the rhinoceros – run free on the endless, untamed landscape. Perched on a series of elevated platforms and walkways, our Lodge sits next to an animal watering hole, where you can watch a family of elephants stop for their morning drink. Nestled in the heart of Central Serengeti amid wide-open plains, our Lodge is just a 45-minute drive from the Seronera Airstrip, accessible by connecting flights from three main airports within Tanzania. This beautiful lodge opened under the Four Seasons Hotels and Resorts family in December 2012, and has 77 rooms including 12 suites and 5 villas, 3 stunning Food and Beverage venues, our unique Discovery Centre offering an interactive experience where you can learn about the wildlife, history and people of the Serengeti, Kijana Kids Club, a spa with 6 free-standing treatment pavilions offering bespoke rituals and treatments that celebrate Africa’s magic and mystique, fitness center and a dedicated team bringing your magical wildlife safaris experiences to life.Position:Spa Manager
Division:Rooms Division
Reportsto:Assistant Director of Rooms
Purpose
To clearlydefinethe duties, responsibilities, expectations, and standardsrequiredfor the roleof the SpaManager.This role combines leadership, customer service excellence, team development, and business management within a high-end hospitality environment.
Key JobResponsibilitiesandDuties:
Oversee dailySpa operations, including treatment rooms, relaxation areas, and wellness facilities,as well as Fitness facilitiesand Boutique Retail operations,
Ensurethatallproducts andservices meetthestandardsof luxury synonymous with the Four Seasons brandandwithguest expectations,
Maintainallstandards ofcleanliness,hygieneand safety,in compliance withthe highest local and internationalhealth regulations,in all areas of the Spa, Fitness and Retail operations,
ManageSpa scheduling, reservations, and service flow efficientlythrough theBook4Time,
Deliver a personalized, world-class guest experience,
Handle guest feedback, concerns, andglitchesrelated to Spa, Fitness and Boutique in a prompt and professional manner,inpersonorthroughanyrelevantplatform such Qualtrics,
Develop unique, locationappropriatewellnessofferings aligned with luxury market trends,
Build strong relationships with repeat and VIP guests,
EnsureGoldenExpis updated withappropriate commentsand is actively used to personalize the guest stay,
Recruit, train, and superviseTherapists,Receptionists, andSpaAttendants,
Ensure that theRoutines of ServiceExcellence checklistsareconsistentlyfollowed,
Conduct performance evaluations and on-the-jobstaff training,including Benchmark Standard Testing,
Foster a positive, motivated, and service-oriented team culture,
Ensure staff adhere to grooming and professional standards,
Develop and manage budgets, forecasts, and financial reportsfor theSpadepartment andthe BoutiqueRetailoperations,
Monitor revenue, expenses, and profitability ofSpaand Boutique Retailoperations, adjustingin accordance withbusiness trends,
Promotethe upsellingof Spa and Wellness experiences, as well as Spa Retail sales,
Manage inventory levels forSpa productsas well the retail productsand equipment,
Develop relationshipswith suppliers to ensure qualityandtimelydeliveryof goods and services,
Closely managestock inventor and control usagetominimize waste,
Ensure all equipmentand facilities in the Spa, Fitness Center and Boutique arewellmaintained, clean, and fully operational,
Ensure a safe and welcoming environment for allguests using the Fitness facilities,
Collaborate with marketing teams to promoteSpa services and packages, and develop seasonal promotions,
Analyzemarket trends and competitor offerings,
Ensure that the MobileApp,IPTVand online content is up-to-date andaccurateat all times.
PerformanceIndicators:
Growth and improvement in GES (GuestSatisfaction)scoresand commentsthrough the guest feedback platformsincluding but not limited to, direct feedback,Qualtrics, Tripadvisor and any other relevant channels,
Growth andimprovement in Spa and Boutique revenues andprofitability,
Growth and improvement in DepartmentalEES (Employee Satisfaction) scores,
Growth andimprovement in LQA (Leading Quality Assurance) scores,
Improvement in overall teambehaviorand on-the-job performance.
Skills Required:
ABachelorsDegree inHospitalityManagement, Business Administration, oranotherrelated field (preferred),
Minimum 3–5 years’ experience inSpa orHospitalityManagement, preferably in a luxurysetting orenvironment,
Strong leadership and interpersonal skills,
Excellent customer service and communication abilities,
Solid financial and business acumen,
Knowledge of spa treatments, wellness trends, and luxury service standards,
Proficiencyin spa management softwareBook4Timeand Microsoft Office.