Spa Front of House Manager in Tetbury

Up to £35,500 plus a share of Gratuities
42.5 hours/week

We are seeking an organised and dynamic Spa Front of House Manager to oversee the front‑of‑house operations at our award‑winning Club and Spa. The ideal candidate will be passionate about delivering exceptional customer service and leading a team to create a welcoming environment and seamless guest journey. You will be responsible for duty management shifts, recruitment, team performance monitoring, training and development, customer relations, and maintaining high standards across all areas of the spa and Club.

Key Responsibilities

• Duty Management: Oversee daily operations during assigned shifts, ensuring smooth and efficient operation.
• Team Leadership: Conduct regular team meetings to facilitate communication, foster new ideas, and monitor team performance. Promote achievements and identify areas for improvement.
• Customer Service: Ensure prompt and accurate handling of customer enquiries and bookings. Address and resolve customer complaints effectively.
• VIP & Group Management: Take control of all VIP, journalists and press arrivals, ensuring a seamless experience.
• Interdepartmental Collaboration: Build and maintain strong relationships with other departments to enhance overall service delivery.
• Performance Appraisals: Collaborate with the Spa Manager to conduct meaningful bi‑annual appraisals for all team members.
• Staff Management: Oversee staff absence, holidays, and sickness. Manage the team rota and approve shifts for timely payroll processing. Ensure part‑time staff needs are met.
• Facility Maintenance: Ensure that the spa’s public spaces are well‑maintained, tidy, and spotless at all times.
• Food & Beverage Oversight: Manage and review food and beverage service, control beverage stock, and conduct allergen training for staff.
• Revenue Growth: Liaise with the Spa Manager and Spa Director to explore revenue enhancement opportunities and innovative ideas for departmental growth.
• Cleaning Standards: Coordinate with the cleaning team to maintain high cleaning standards in all spa areas.
• Treatment Revenue Management: Manage online late availability in collaboration with the Treatments Manager.
• Operational Responsibilities: Responsible for the opening and closing of the spa, processing and reconciling daily business transactions, and efficiently managing family swim time sessions.
• Inventory Management: Conduct monthly stocktakes of towels and robes, and oversee the ordering of stock as required.
• Compliance: Ensure adherence to GDPR regulations at reception and oversee the functionality of reception equipment.
• Miscellaneous Tasks: Carry out any reasonable tasks requested by the Management Team to ensure smooth spa operations. Be willing to step in during emergencies as needed.

Qualifications & Skills

• Proven experience in a managerial role preferably within a spa or hospitality setting.
• Strong leadership and team management skills.
• Excellent customer service and communication abilities.
• Ability to handle complaints and resolve issues effectively.
• Proficiency in scheduling software.
• Flexibility to work varied shifts, including evenings and weekends.

The Perks

• 28 days holiday per annum, including bank holidays.
• Additional day off for your birthday.
• Extra holiday day awarded annually up to first 5 years.
• Service charge and tips shared monthly.
• Free meals provided when on duty.
• Free on‑site parking.
• 50% discount on food in the restaurants across all sites.
• £60 bed & breakfast stays within the hotel collection.
• Discounted stays for friends & family.
• Staff uniform provided.
• Discount on other Pride of Britain hotels.
• 24/7 employee support programme.
• Access to rewards and benefits platform.
• Online fitness and wellbeing platform.
• Pension scheme.
• Enhanced maternity & paternity pay & adoption pay.
• Cycle to work scheme.