Assistant Spa Manager

About the role

Kempinski is looking for an Assistant Spa Manager in Nairobi to support the Spa Manager in running a successful spa. The role leads the spa team to deliver and exceed guest expectations while maximizing profitability, in line with Kempinski's vision, core values and brand standards.

Key responsibilities

• Oversee the spa in the Spa Manager's absence and act as the first point of contact for guest problems, enquiries and complaints
• Maximize bookings and the delivery of the guest journey, and ensure products are used according to protocol with quantity controls
• Monitor facility and service standards, cleanliness and hygiene, and implement the Health and Safety policy
• Review staff and guest suggestions, track statistical reporting, and liaise with the Spa Manager on forecasts, stock, requisitions, budget and targets
• Generate purchase requisitions and help achieve commercial targets through marketing strategies and packages
• Tabulate spa commissions within set timelines and follow up on approvals
• Motivate and develop the team, supervise therapists and attendants, and run training, assessments and performance appraisals
• Manage weekly schedules, attendance, sick leave and holidays, and develop the therapist roster and appointment schedule
• Keep accurate records of staff and operating supplies, and help update the spa menu and policy manuals

Required profile

• Kenyan citizen
• Degree or diploma in Spa & Wellness management, hospitality management or another relevant qualification
• 2 to 4 years of progressive experience in a luxury hotel/resort spa or high-end wellness facility
• At least 5 years in a supervisory or team-lead role (e.g. Lead Therapist or Spa Supervisor)
• Track record in luxury guest service, VIP handling and client escalations

Required skills

• Cash reconciliation, sales report review, commission monitoring and retail/service revenue KPIs
• Microsoft Office and office management software
• Negotiation and excellent written communication
• Strong organization, attention to detail and multitasking