Assistant SPA Manager

Villa Rosa Kempinski Nairobi is a luxury hotel established in 2013, offering high-end hospitality services as part of the Kempinski Hotels group.

The Assistant Spa Manager is tasked with supporting the Spa Manager in the successful operation of the Kempinski spa. This includes leading the spa team to consistently deliver and surpass guest expectations, while also maximizing profitability. The role requires adherence to Kempinski's spa vision, core values, and all established brand standards, procedures, and policies. The assistant manager will also oversee the spa in the absence of the Spa Manager, ensuring continuous high-quality service.

1. Oversee spa operations in the absence of the Spa Manager, ensuring alignment with Kempinski Spa's standards, values, vision, and goals.
2. Deliver responsible, continuous, spontaneous, personal, and genuine service, requiring strong communication and social skills to lead the team.
3. Ensure maximized booking and seamless delivery of the guest service journey by therapists.
4. Monitor product usage according to protocols and maintain quantity measure controls.
5. Actively contribute to and direct all necessary meetings.
6. Assist the Spa Manager in reviewing staff and guest feedback and implementing necessary adjustments.
7. Support the Spa Manager in monitoring facility and service standards, reporting any operational opportunities.
8. Handle problems, inquiries, and complaints from spa guests, informing the Spa Manager as needed.
9. Ensure the implementation and monitoring of Health and Safety Policy and Procedures related to cleanliness and hygiene.
10. Maintain and update equipment, products, services, and standards.
11. Provide personalized care to spa guests, remembering their names and preferences.
12. Ensure all spa team members follow training and procedures for the guest journey and maximize sales of treatments and products.
13. Maintain a high standard of cleanliness throughout the facility.
14. Assist in achieving commercial targets through attractive marketing strategies and packages.
15. Support in tabulating spa commissions within stipulated timelines and following up for timely approval.
16. Liaise with the Spa Manager on forecasts, stock levels, requisitions, budget, and targets, ensuring appropriate par stock levels.
17. Motivate, encourage, and drive the team, maintaining professional and qualified personnel across all spa facilities and activities.
18. Be responsible for progressive, professional, and organized staff training and assessment, conducting performance appraisals.
19. Oversee weekly schedules, attendance, sick leave, and holiday arrangements.
20. Supervise spa therapists and attendants, addressing queries and identifying training needs.
21. Develop therapist rosters and assist with appointment scheduling.
22. Ensure spa operating procedures and policy manuals are implemented and updated, assisting with spa menu development.
23. Assist the Spa Manager in tracking and developing statistical reporting.
24. Maintain accurate and up-to-date records and statistics on spa employees.
25. Support the Spa Manager in monitoring operating supplies for the spa department and generating purchase requisitions.

1. Must be a Kenyan citizen.
2. Hold a Degree or Diploma in Spa & Wellness management, hospitality management, or a related field.
3. Possess 2 to 4 years of progressive experience within a luxury hotel/resort spa or high-end wellness facility.
4. Have at least 5 years of experience in a supervisory or team-lead role (e.g., Lead Therapist, Spa Supervisor).
5. Demonstrated track record in luxury guest service, VIP handling, and smooth resolution of client escalations.
6. Ability to manage daily cash reconciliation, review sales reports, monitor therapist commission structures, and assist in achieving retail and service revenue KPIs.
7. Strong organizational skills, attention to detail, and multitasking ability.
8. Proficiency in Microsoft Office and office management software.
9. Excellent negotiation skills.
10. Excellent written communication skills suitable for high-end clientele and cross-departmental coordination.
11. Ability to thrive in a fast-moving, fluid team setting with multiple stakeholders.