Jobs at Accor

The Spa Therapist at M Gallery Nairobi is responsible for delivering exceptional spa treatments and services to our guests, ensuring a high level of customer satisfaction and wellness experience. The ideal candidate will possess strong skills in various spa therapies, an understanding of guest needs, and the ability to work in a luxurious, fast-paced environment.

Key Responsibilities:

Treatment Delivery:

• Perform a wide range of spa treatments including massages, facials, body treatments, and other therapeutic services as per established protocols and standards.
• Customize treatments based on individual guest needs and preferences.
• Maintain high standards of cleanliness and hygiene throughout the spa and treatment areas.

Guest Experience:

• Greet and welcome guests in a professional and friendly manner.
• Conduct consultations to understand guest requirements and provide recommendations.
• Ensure guest comfort and satisfaction throughout their spa experience.
• Address and resolve any guest concerns or complaints promptly and effectively.

Operational Excellence:

• Prepare treatment rooms and ensure they are well-stocked, organized, and inviting.
• Maintain accurate records of treatments provided and inventory used.
• Follow all safety and sanitation policies when handling products and equipment.
• Assist in the promotion of spa services and retail products to enhance revenue.

Team Collaboration:

• Work collaboratively with other spa staff to ensure smooth operations.
• Participate in regular training sessions and team meetings.
• Support spa management in maintaining a positive and productive work environment.

Professional Development:

• Stay updated with the latest trends and advancements in spa therapies and wellness practices.
• Pursue continuous education and certifications as required.

Qualifications

• Certification in massage therapy and/or aesthetics from a recognized institution.
• Minimum of 2 years of experience as a Spa Therapist in a luxury hotel or spa environment.
• Proficiency in various spa treatments including Swedish, deep tissue, hot stone massage, facials, and body treatments.
• Excellent interpersonal and communication skills.
• Strong customer service orientation and attention to detail.
• Ability to maintain professionalism and composure under pressure.
• Knowledge of health and safety regulations related to spa services.

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Job Description

• Conduct daily briefings and ensure that all pertinent information is well received by team members.
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met.
• Review, analyse and suggest improvement of work flow and standards at the Front Desk.
• Analyse rate variance report to ensure rooms revenue control, approve discounts and rebates.
• Communicate with the Rooms Division Manager on all matters regarding guest services & hotel operations.
• Ensure documentation of all guest related issues.
• Sign media and supervise shift handover procedures.
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently.
• Assist Guest Relations in greeting, rooming, and sending off guests.
• Inspect front of house and back of house regularly for cleanliness and orderliness.
• Ensure that front line staff complies with marketing techniques and maximizes sales.
• Check billing instructions, monitor guest credit and act upon any discrepancies.
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.
• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently.

Qualifications

• Bachelor's degree in Hospitality Management.
• Proven experience in Front Office or management roles preferably within a luxury hotel. 
• Strong leadership skills with the ability to motivate and guide team members.
• Excellent problem-solving abilities and a commitment to delivering exceptional guest satisfaction.
• Outstanding communication and interpersonal skills.
• Proficiency in hotel management software, particularly Opera.
• Proficiency in Microsoft Office programs, including Excel, Word, PowerPoint, and Outlook.
• Strong organisational skills with the ability to prioritise and manage multiple tasks simultaneously.
• Analytical mindset with the capability to use data insights for decision-making.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Thorough knowledge of hospitality industry standards and best practices.
• Experience in handling guest complaints and resolving issues effectively.
• Familiarity with health and safety regulations in the hospitality sector.
• Ability to work flexible hours, including nights, weekends, and holidays as required.

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Main Duties:

• Organization of Talent & Culture administration & Talent & Culture planning for all departments of the Hotel.
• Compilation of and adherence to financial budgets within payroll.
• Organization and monitoring of all administrative affairs within the HR department.
• Supervision of training activities within the Hotel (skills training & general training).

Other Duties:            

• To assist in the building of an efficient team of staff by taking an active interest in their welfare, safety and development. Ensure you encourage them to maintain good relationships with their colleagues and all other departments.
• To ensure that all staff report for duty punctually wearing the correct uniform/attire and nametag at all times. And to ensure they maintain a high standard of personal and hygiene and adhere to the hotel and department appearance standards.
• To ensure that all staff provide a friendly, courteous and professional service at all times.
• To assist in the training of staff ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
• To supervise the staff within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual.
• To ensure that the Department's operational budget is strictly adhered to and that all costs are controlled and expenditure approved.
• To ensure that you and all the employees read the hotel's staff handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with local legislation and be conversant and act in accordance with any such matters relating to your department.
• To respond to any changes in the department as dictated by the needs of the industry, company or hotel.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend training and meetings as and when required.
• To conduct and/or contribute to regular Departmental Communication Meetings.
• To ensure rosters are posted and timesheets submitted on time.
• To ensure that all staff are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company / hotel policies and procedures.
• To undertake duties of the Duty Manager as dictated by the Hotel’s Duty Managers Roster.
• Administration, staff organization, hiring, remuneration, dismissal, general tasks.
• Management of staffs’ personal files, on the basis of incoming, hiring, transfer, promotion, resignation and other modification data.
• Compiles the operational staffing schedule / manning guide in co-ordination with the GM.
• Compiles accident statistics and handles all relevant accident reports
• He/she shall administer copies of qualifications for all executive positions.
• Updating of Talent & Culture manuals, salary, bonus, workbooks, etc.
• Is familiar with regulations and Talent & Culture guidelines issued by regional or corporate administration and ensures that they are applied accordingly.
• Strict adherence to legal regulations and work permit of ambassadors.
• Follow-up job application correspondences and ensure proper answering and filing of all documents, applications adverts, etc.
• Co-ordinates and initiates yearly performance evaluation for all ambassadors.
• Organizes monthly, quarterly and long service awards in good time as per policy.
• Monitors the insurance administration, notifies superior in case of deviation or irregularity.
• Monitors ongoing information of Talent & Culture with changes and other news of the city.
• Ensures proper job descriptions are available for all functions, continuously adapts them in co-ordination with relevant supervisors to operational requirements.
• Ensures proper filing of work procedures, operational rules and adapts them to new situation and requirements whenever necessary.
• Is responsible for recruiting in co-ordination with the various Department Heads.
• Analyzes the working atmosphere and discusses possible improvements with the Department Heads and supervisors and submits to GM.
• Supervises adherence to remuneration guidelines and discusses any deviations with GM.
• Surveys remuneration and social benefit policies of other competitors and compares them with our policies, on a yearly basis.
• Counseling of ambassadors in personal and professional matters.
• Conducts resignation interviews with all resigning ambassadors to establish reason patterns for resignation.
• Co-ordinates and supervises all kind of internal training of the Department Heads and supervisors.
• Ensures that departmental training schedules are established in advance every six month.
• Co-ordinates training activities with regional or corporate training departments.
• Ensures the general orientation during the introduction of new staff.
• Organizes social and leisure activities in co-ordination with Department Heads for the staff.
• Maintains good co-ordination and information with the Director of Finance/Paymaster.
• Establishes monthly reports according to requirements.
• Maintains a monthly overview of vacation and public holidays balance for all ambassadors and delivers a monthly consolidated summary to the relevant supervisors.
• He/she is familiar with all related company documentation and especially with the relevant Standards Manual for his/her field of responsibility.

Qualifications

For this role as a Talent & Culture Manager, we’re looking for someone who has the following skills and experience:

• Bachelor’s degree preferably in Human Resources Management or relevant field.
• Certified Human Resource Professional (CHRP), Higher Diploma in HRM or equivalent.
• Professional certification in Human Resources Management/Membership with IHRM.
• At least 4-5 years’ work experience as an HR Manager.
• In-depth knowledge of Kenyan labor laws.
• Good interpersonal and organizational skills and ability to maintain confidentiality.
• You have management experience and are a strong leader.
• Previous experience working with hotel property management systems strongly preferred.