Drive and lead the commercial and financial performance of the Wellbeing Department, ensuring complete viability and maximizing all opportunities and resources. Ensure the highest service standards are maintained and that the guest experience consistently exceeds expectations. Work closely with the Hotel General Manager in establishing and maintaining key business objectives, effective marketing/PR strategies, operational brand standards, guest relations, and personnel management.KEY AREAS OF RESPONSIBILITY:FINANCE & BUDGET MANAGEMENTDevelop an annual budget and business plan for the Wellbeing Department, in conjunction with the Hotel General Manager and VP of Wellbeing.Take responsibility for achieving and regularly reviewing the business plan and budget.Provide daily and monthly financial and statistical reports to the Hotel General Manager and Home Office, including performance justifications, proposals, and recommendations to optimize financial results.Drive and monitor treatment and retail performance through KPIs, linking results with sales and marketing activities.Review the monthly P&L, scrutinizing departmental costs to optimize profit margins without compromising quality.Establish and maintain a cost-effective wage structure based on productivity and efficiency.Communicate and discuss KPIs with Wellbeing Managers, ensuring these are cascaded to the operational level.Monitor hotel KPIs closely, assessing their impact on the Wellbeing business and forecasting as necessary.SALES & COMMERCIALITYCollaborate with the Hotel Sales and Marketing Director to develop the Wellbeing Department’s annual marketing plan.Coordinate all promotional activities, PR efforts, and events in alignment with the marketing plan.Integrate the Wellbeing Department effectively within the Hotel’s overall marketing strategy, ensuring consistent internal and external representation.Lead the planning and implementation of marketing activities, with support from the Hotel team.Plan and host VIP and press events and visits.Ensure all collateral, point-of-sale, and promotional materials reflect the quality and integrity of Auberge and the Hotel brand.Conduct regular competitive analyses with the support of Spa Department Heads.Work with retail consultants to ensure financial performance.GUEST & HOTEL RELATIONSLead by example by providing a warm welcome to guests while striving to deliver exceptional service.Foster relationships with guests, residents, and members by maintaining an active presence at reception and other key guest areas.Maintain consistent guest satisfaction by collecting and reviewing guest feedback from hotel surveys, communicating insights to the team, and implementing changes or training where needed.Handle guest complaints promptly and effectively, ensuring satisfaction and protecting revenue. Record and follow up on any grievances, liaising with the General Manager as necessary.Hold regular meetings and build strong relationships with key hotel departments, including Front Office, Housekeeping, and Maintenance.TEAM MEMBER ENGAGEMENTProvide leadership, direction, and support to all Wellbeing Department employees, fostering a highly motivated team that consistently delivers service excellence.Develop an annual training plan with Wellbeing Department Heads, ensuring all team members are trained and developed to meet business needs.Ensure all hotel terms and conditions, policies, and procedures are followed in compliance with employment legislation.Motivate, encourage, and guide the team while maintaining appropriate staffing levels and overseeing all facilities and activities within the department.Monitor team procedures, including scheduling and payroll accuracy.OPERATIONS / GENERALMonitor service quality, operational standards, and guest satisfaction, taking necessary action to maintain Auberge and Hotel brand standards.Strive to achieve consistently high audit scores, addressing any issues through training or operational adjustments.Support all Wellbeing operational areas and team members by proactively assisting guests and performing operational duties as needed.Ensure compliance with all legislative and health department requirements, as well as operating licenses.Attend all relevant departmental meetings and events.Proactively review the hotel guest journey to ensure Wellbeing touchpoints are effectively executed across departments such as F&B, Rooms, and Arrivals.
