At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy, and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.
Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art, and entertainment; One&Only Cape Town is the ultimate curator of discovery, from active adventures to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery, and adventure.
Job SummaryResponsible for ensuring the outstanding treatment standards in the spa are delivered according to ESPA and Hotel brand standards. Assist the Spa Director in driving operating criteria whilst optimising financial performance through revenue generation and cost control. Is an Ambassador for the spa and ensures outstanding five-star guest relations are delivered at all times. Acts as a Duty Manager and oversees the personnel management of the Therapist team.
Key Duties and ResponsibilitiesMaximise revenue to all business centres in the spa by driving the therapist team to up sell treatments and retail.Strive to exceed personal and team sales targets and objectives as set by the Spa Manager.Responsible for producing monthly statistical reports and KPI's, reviewing with the Spa Director and ESPA to identify business and revenue opportunities.Calculate team incentives/commissions on a monthly basis, submitting to the Spa Manager for approval.Closely monitor therapist utilisation and liaise with Head Receptionist on how to drive this with their team.Play an active role in creating new initiatives in treatment and retail related events and promotions.Accountable for tracking, monitoring, and developing ESPA Active Retail activity within the team.Liaise with other hotel departments to maximise revenue opportunities.Responsible for maintaining an effective professional stock control system including monthly inventory and placing orders to par level.Treatment StandardsConsistently monitor treatment standards, up selling, and retailing skills of all spa therapists, ensuring that all protocols and standards set by ESPA are adhered to.Oversee training calendar with, linking this with business objectives, individual therapist needs, and any changes to protocols.Responsible for maintaining standards of cleanliness, hygiene, and professional presentation of the treatment rooms and therapist preparation areas through regular spot checks and walk rounds.Guest RelationsCheck arrivals ahead of time, corresponding room specific requests and guest preferences and ensures preferences are offered.Oversight of the VIP and repeat guest coding and amenities.Maintains Guest Profile notes in Spa Operating System.Manages day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers on a daily basis.Interacts with customers regularly throughout the Spa to obtain feedback on quality of product, service levels, and overall satisfaction.Duty ManagementAct as Duty Manager when assigned this role as part of the rota created by the Spa Director.Ensure the facility is adequately manned at all times. Oversee the smooth running of all business centres in the spa.Inform the relevant department head of any complaints or issues regarding the Spa's facility, taking action or recommending amendments if necessary.Operations/ GeneralSupport the spa reception operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities.Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner.Ensure that the treatment area is well maintained, clean, and free of clutter.Health and SafetyRegularly update training for all staff on Health and Safety Policy and ensure it is adhered to.Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times.Skills, Qualifications & RequirementsMinimum of 1 year as an ESPA therapist.Minimum of 2 years as Beauty Therapist in a 5-star spa/hotel environment.Training in the ESPA SOP's and protocols.Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined.
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