Spa Manager
at Edwardian Hotels London - Careers Site

Date Posted: 08/01/2020

Job Description



Corporate/Radisson Blu Edwardian New Providence Wharf/ 12517_27731_RFT_C03


At the heart of Edwardian Hotels London is a simple founding belief, that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don’t believe in uniformity.)

Everything we do is driven by a desire to exceed our guests’, clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels  London has built upon this ambition, and as a family owned company we’re proud of the freedom our independence gives us to grow our business on a relentless and memorable curve – upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

Being a Memory Maker as a Spa Manager

In this role, you will become part of the Edwardian family and work within Spa & Health Club in Radisson Blu Edwardian New Providence Wharf

The Role

Creates 100% guest satisfaction by providing the Radisson Blu Edwardian experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations

Ensures that all customers and Health Club members are receiving courteous and efficient service

Effective communicator with all members of the team, including management of hotel and group spa manager

Handles stressful situations calmly and effectively, being proactive and leading the team at all times.

Communicates performance expectations and provides employees with on-going feedback

Supports and Communicates the vision for Yes I Can and spa Branding/ delivering service to employees

Effectively coordinates expectations for schedules including team tasks, ensuring they understand our spa company goals/objectives

Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee

Participates with the Meeting and Greeting of customers upon arrival, particularly VIP guests and group bookings and at peak times

Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports

Develops and implements plans to achieve customer service objectives

Replying to all 3rd party, Trip advisor comments efficiently and to brand standard

Training to senior spa members to support all HandS documents and filing systems

Manage Filing system to support HR staff qualifications, training and review files per team member

Ensure all group spa branded updates are communicated to team, members and implemented effectively

Assist in the effective operations of Health Club

Consistently reviews and updates rotas to ensure maximum revenue generation, always planning ghost rotas minimum of 8 weeks ahead, adhering to company branded opening hours

Scheduling team training both internally and externally to allow the team to be able to fully deliver 5* treatments, grow to full potential and assist with staff retention

Establishes and monitors all internal and group spa lead regulations and policies of the Health Club, Continually focused on the seamless execution of all spa and group spa operations

Provides employees with the orientation and training needed to understand expectations and perform job responsibilities well and too YES I can standards

Reports any necessary repairs to engineering using maintenance request

Participates in the development of business strategies for health club of which are aligned with the overall objectives of the hotel and group spa

Duties and Responsibilities


To achieve agreed commercial targets at the Spa through the planned co-ordinated development of the facility and the implementation of the treatment and group activity programme

To prepare monthly financial and statistical reports for the Hotel General Manager, incorporating proposals and recommendations regarding policy and operation at the Spa taking into account competition, occupancy and usage, market share and achievement of targets

To establish and ensure a cost effective wage structure based on productivity and efficiency

To liaise with the Hotel Sales Team in the preparation and development of plans for the year and co-ordination of all promotional plans and projects for the facility, within group spa objectives

To be responsible for motivating and driving sales and establish targets. Driving average monthly sales in all areas

To liaise with the Hotel Management Accountant on forecasts, stock levels, requisitions, budget, targets etc. and ensure agreed group par stock level appropriate to business demands


To maintain the reporting procedures and control system established by the Hotel and group spa manager

To ensure that the Health and Safety Policy and Procedures are implemented and monitored in particular with relation to cleanliness and hygiene

To maintain and update equipment, product, service and standards as required

To deal with problems, enquiries and complaints from Spa clientele

To interact professionally with guests, members, and members of staff



In conjunction with the Hotel General Manager, develop concept-planning, menu of services, retailing, merchandising, marketing and product development at the Spa to increase sales.

To effectively integrate the Spa within the Hotel Marketing Strategy and to ensure ongoing representation of the group Spa objectives, both internally and externally,

To ensure that the members are kept informed of all the activities and development at the Spa, both in the form of internal and external advertising and the publication of a regular newsletter. To ensure client database is updated daily. To organize quarterly Spa events

To personally network at all levels with individuals from both inside and outside the company structure for the further development of the Spa

To constantly be aware of innovations within the industry and consider their worth at the Spa

To train Spa staff in selling techniques and to introduce proactive and active sales receptionists


To motivate, encourage and drive the team, and to maintain the correct level of professional and qualified personnel, overseeing all facilities and activities within the Spa.

To be responsible for instigating progressive, professional and well organised training and assessment of staff and to conduct performance appraisals as required. Oversee weekly schedules, attendance sheets, sick leave and holiday arrangements

To perform any other duties deemed reasonable by management, inclusive of treatments and reception within your department

Key Requirements


Key Requirements

Fully Understanding and implementation of all company HandS policies within your department

Experience in effectively managing customer issues and complaints through to completion

The Requirements

Ability to effectively follow up tasks to completion

Recognize and pursue revenue opportunities, always looking at new ways to promote the spa and drive new business In line with the group spa brand

Monitor status regularly and adjusts plans as appropriate

Develops annual budget in conjunction with Financial Controller and General Manager

Understanding of PandL and operational effects on it

Understanding of recruitment strategies and ability to select qualified candidates to provide Yes I can service/attitude

Computer Skills: Basic ability to use computer hardware and software

Technical Service Skills: Demonstrate understanding of the technical service skills for assigned area (i.e. understanding of use of exercise machines, sauna. steam etc.)

Payroll Control and Scheduling: Determine appropriate staffing levels based on forecasted revenue and anticipated business and create staffing schedules

Budget Management: Skill in developing and adhering to department budget.

Understanding of KPIs and how to drive these to success within the department

Understanding and Controlling of membership sales, correct storing of member details

Management, Supervisory: Demonstrate ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels.

Effectively dividing your spa operational duties with your admin duties, ability to time manage own diary

Coaching: Develop and guide others in professional growth and performance enhancement through assuring clarity of goals, employing reflective listening skills, and facilitating the generation of options and action planning

Able to collaborate effectively with other hotel employees and managers to ensure teamwork

floor presence with focus and energy

Good spoken and written communication skills in English

Personal presentation together with compliance of uniform standards

Follow cash handling procedures

Friendly and confident personality

 We Believe In Developing and Delighting Our Hosts So You Will Receive:

  • Competitive Salary
  • Complimentary 2 night stay in a luxury Edwardian Hotel of your choice (after two years service)
  • Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family
  • Discounts on food and beverage up to 30% in all Edwardian restaurants and bars
  • Discounts on Spas and beauty treatments
  • Hot meals and salad bar, teas, coffees and juices provided each day
  • Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.


Job Snapshot

About Us

Welcome to Edwardian Hotels London.

Edwardian Hotels London is a collection of luxury hotels in central London, Heathrow, and Manchester. Our hotels provide luxury without pretension. Individually designed rooms, the latest technology, new meeting spaces, chic restaurants and bars and service that focuses on every detail of your stay, so that you do not have to.

With an enviable collection of distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, Edwardian Hotel's vision is unique: To Be Memory Makers.