Gestor/a Experiencia al cliente - Salon NU - Barcelona

Principal Responsibilities/Position Purpose: The Spa Manager is responsible for the overall leadership, strategic direction, and financial performance of the Spa & Wellness operations. This role ensures the delivery of an exceptional luxury guest experience while maximizing revenue, profitability, and operational efficiency. The Spa Manager oversees daily spa and fitness operations, drives sales initiatives, develops the team, ensures compliance with brand standards, and fosters a culture of service excellence and results-driven performance aligned with the hotel’s objectives. ESSENTIAL FUNCTIONS 30% Spa Operations & Team Leadership Lead the daily operations of the Spa and Fitness facilities, including reception, treatment rooms, retail, and wellness areas. Provide leadership, coaching, and performance management to ensure consistent delivery of luxury service standards. Develop staff schedules, monitor productivity, and ensure optimal labor cost management. Foster a collaborative and high-performance team culture aligned with brand standards. 25% Revenue Management & Sales Strategy Develop and execute strategic sales initiatives to maximize treatment bookings, retail sales, and membership programs. Drive upselling, cross-selling, and pre-booking strategies to increase guest retention and revenue per guest. Monitor daily, weekly, and monthly revenue performance against targets. Analyze financial reports, payroll, and cost controls to ensure profitability. Collaborate with Marketing to create and implement promotions, seasonal packages, and special wellness events. 20% Guest Experience & Service Excellence Ensure an exceptional, welcoming, and personalized spa and wellness experience throughout the entire guest journey. Maintain a strong presence in the spa to engage with guests and monitor service quality. Proactively resolve escalated guest concerns and implement service recovery strategies. Personally oversee VIP experiences and high-profile guest visits to ensure exceptional service delivery. 10% Business Planning & Performance Analysis Prepare annual budgets, forecasts, and business plans aligned with hotel objectives. Analyze guest feedback, service trends, and financial performance to identify opportunities for improvement. Monitor key performance indicators (KPIs) including revenue per treatment room, retail capture rate, and guest satisfaction scores. 10% Quality Assurance & Compliance Ensure full compliance with hotel policies, brand standards, and health and safety regulations. Maintain cleanliness, hygiene, and operational standards across all spa areas. Oversee inventory management and retail control processes. Ensure staff certifications and training requirements remain current. 5% Team Development & Training Identify training needs and implement continuous development programs. Mentor and coach team members to enhance sales performance, product knowledge, and service excellence. Conduct performance evaluations and support career progression initiatives. SUPPORTIVE FUNCTIONS In addition to the essential functions, this position may require performing the following supportive functions, as determined by senior management: • Lead by example by consistently performing spa treatments to support team productivity, enhance guest satisfaction, and drive service excellence. Participate in hotel leadership meetings and strategic planning sessions., • Support hotel-wide promotions, loyalty programs, and cross-department initiatives., • Collaborate with Sales and Marketing on wellness partnerships and brand positioning., • Assist in recruitment, onboarding, and retention strategies for spa team members., • Monitor competitive market trends to maintain a strong positioning within the luxury wellness segment., • Maintain a professional, polished appearance in alignment with brand standards. OTHER • Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to meet business demands., • Regular attendance in accordance with company standards is essential for successful performance., • Team members may be required to provide “Lateral Service” to support other departments when needed., • Actively contribute to maintaining and enhancing the hotel’s culture and service philosophy., • Achieve established financial, guest satisfaction, and brand performance goals. SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following knowledge, skills, and abilities and demonstrate the capacity to perform the essential functions of the job: • Ability to effectively communicate in Spanish and English, both verbally and in writing., • Strong financial acumen with the ability to manage budgets and drive profitability., • Proven leadership ability to influence, motivate, and develop a high-performing team., • Strong sales orientation with experience driving revenue growth in a luxury environment., • Excellent organizational and analytical skills., • Ability to work independently and manage multiple priorities under pressure., • Strong attention to detail and commitment to service excellence., • Proficiency in PMS systems, POS software, and reporting tools., • Ability to maintain confidentiality of guests and hotel data., • Proactive mindset with innovative thinking to enhance the spa business., • QUALIFICATIONS, • Licensed or certified Spa Therapist required. Additional studies in Hospitality Management, Business Administration, or related field preferred., • Experience: Minimum of 5 years of progressive leadership experience in spa management, luxury hospitality, or wellness operations., • Skills: Strong leadership, financial management, and sales strategy capabilities; experience with spa management systems and retail operations., • Attributes: Entrepreneurial mindset, passion for wellness, commitment to luxury service standards, and ability to thrive in a dynamic environment. Working Conditions & Physical Requirements Physical Effort: Significant portions of the day require prolonged standing, walking, and performing hands-on spa treatments, including massage, facials, and other body therapies. Ability to perform repetitive hand and arm movements, including applying pressure during treatments. Capability to visually review appointment schedules, client records, and computer screens throughout the day. Physical Environment: Ability to walk, stand, bend, and move for extended periods during the shift. Exposure to spa-related products, essential oils, and treatment room environments, including humid and aromatic conditions. Must be comfortable working in a fast-paced hospitality environment with frequent guest interactions. Manual Skills Daily tasks require fine motor skills, hand-eye coordination, and physical dexterity for performing spa treatments and operating spa equipment. Significant use of hands and arms for massage techniques, product applications, and handling spa tools. Ability to use a computer and telephone for booking appointments and handling sales transactions. Work Schedule: Due to the dynamic nature of the spa and hospitality industry, team members may be required to work flexible schedules, including weekends, evenings, and holidays, to accommodate business needs. Shift durations may vary depending on spa appointments and operational demands. Safety: Responsible for adhering to hotel and spa safety protocols, including the proper handling and storage of spa products and chemicals. Ensures safe and hygienic practices in accordance with spa sanitation standards and health regulations. What can we offer you? • Continuous opportunities for training and growth within the company. Create your career plan with us at Nobu Hospitality 🚀, • If you join Nobu, you will work in a dynamic and collaborative environment. Being part of our team means being part of a big FAMILY, where working with passion and kokoro are our core values ❤️, • Additionally, we offer free psychological support and nutrition content for all our employees, • At Nobu Hotel Barcelona, the well-being of our employees is a priority. Enjoy free yoga classes, gym discounts and maintain a mindful and balanced diet with the best buffet-style staff dining room, • Competitive Salary, • Permanent Contract

Buscamos a una profesional apasionada por la cosmética y los servicios premium, con verdadera vocación por el cuidado de la piel. Experiencia requerida en tratamientos faciales, incluyendo: Principios activos y su aplicación en tratamientos personalizados Peeling químico y mecánico Masajes faciales y técnicas de relajación Aparatología y productos de dermocosmética de alta gama Capacidad para empatizar con el cliente y ofrecer un servicio excepcional. Buena comunicación verbal y no verbal, y buena presencia. Orientada a objetivos y con ganas de crecer en un entorno dinámico e innovador. Se valora tener un nivel fluido de inglés. Ofrecemos: Incorporación inmediata al equipo. Horario de lunes a viernes, principalmente por las tardes. Formación continua en productos y aparatología de última generación. • Oportunidad de trabajar en un entorno lujoso y exclusivo en una de las zonas más destacadas de Barcelona. Ambiente de trabajo dinámico y motivador, donde podrás crecer y desarrollar tus habilidades. Si eres una profesional apasionada por la cosmética nicho y los servicios premium, y cumples con los requisitos, no dudes en enviarnos tu candidatura. ¡Esperamos conocerte!

Hotel Mandarin Oriental Barcelona.

Principal Responsibilities/Position Purpose: The Spa Manager is responsible for the overall leadership, strategic direction, and financial performance of the Spa & Wellness operations. This role ensures the delivery of an exceptional luxury guest experience while maximizing revenue, profitability, and operational efficiency. The Spa Manager oversees daily spa and fitness operations, drives sales initiatives, develops the team, ensures compliance with brand standards, and fosters a culture of service excellence and results-driven performance aligned with the hotel’s objectives. ESSENTIAL FUNCTIONS 30% Spa Operations & Team Leadership Lead the daily operations of the Spa and Fitness facilities, including reception, treatment rooms, retail, and wellness areas. Provide leadership, coaching, and performance management to ensure consistent delivery of luxury service standards. Develop staff schedules, monitor productivity, and ensure optimal labor cost management. Foster a collaborative and high-performance team culture aligned with brand standards. 25% Revenue Management & Sales Strategy Develop and execute strategic sales initiatives to maximize treatment bookings, retail sales, and membership programs. Drive upselling, cross-selling, and pre-booking strategies to increase guest retention and revenue per guest. Monitor daily, weekly, and monthly revenue performance against targets. Analyze financial reports, payroll, and cost controls to ensure profitability. Collaborate with Marketing to create and implement promotions, seasonal packages, and special wellness events. 20% Guest Experience & Service Excellence Ensure an exceptional, welcoming, and personalized spa and wellness experience throughout the entire guest journey. Maintain a strong presence in the spa to engage with guests and monitor service quality. Proactively resolve escalated guest concerns and implement service recovery strategies. Personally oversee VIP experiences and high-profile guest visits to ensure exceptional service delivery. 10% Business Planning & Performance Analysis Prepare annual budgets, forecasts, and business plans aligned with hotel objectives. Analyze guest feedback, service trends, and financial performance to identify opportunities for improvement. Monitor key performance indicators (KPIs) including revenue per treatment room, retail capture rate, and guest satisfaction scores. 10% Quality Assurance & Compliance Ensure full compliance with hotel policies, brand standards, and health and safety regulations. Maintain cleanliness, hygiene, and operational standards across all spa areas. Oversee inventory management and retail control processes. Ensure staff certifications and training requirements remain current. 5% Team Development & Training Identify training needs and implement continuous development programs. Mentor and coach team members to enhance sales performance, product knowledge, and service excellence. Conduct performance evaluations and support career progression initiatives. SUPPORTIVE FUNCTIONS In addition to the essential functions, this position may require performing the following supportive functions, as determined by senior management: Lead by example by consistently performing spa treatments to support team productivity, enhance guest satisfaction, and drive service excellence. Participate in hotel leadership meetings and strategic planning sessions. Support hotel-wide promotions, loyalty programs, and cross-department initiatives. Collaborate with Sales and Marketing on wellness partnerships and brand positioning. Assist in recruitment, onboarding, and retention strategies for spa team members. Monitor competitive market trends to maintain a strong positioning within the luxury wellness segment. Maintain a professional, polished appearance in alignment with brand standards. OTHER Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to meet business demands. Regular attendance in accordance with company standards is essential for successful performance. Team members may be required to provide “Lateral Service” to support other departments when needed. Actively contribute to maintaining and enhancing the hotel’s culture and service philosophy. Achieve established financial, guest satisfaction, and brand performance goals. SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following knowledge, skills, and abilities and demonstrate the capacity to perform the essential functions of the job: Ability to effectively communicate in Spanish and English, both verbally and in writing. Strong financial acumen with the ability to manage budgets and drive profitability. Proven leadership ability to influence, motivate, and develop a high-performing team. Strong sales orientation with experience driving revenue growth in a luxury environment. Excellent organizational and analytical skills. Ability to work independently and manage multiple priorities under pressure. Strong attention to detail and commitment to service excellence. Proficiency in PMS systems, POS software, and reporting tools. Ability to maintain confidentiality of guests and hotel data. Proactive mindset with innovative thinking to enhance the spa business. QUALIFICATIONS Licensed or certified Spa Therapist required. Additional studies in Hospitality Management, Business Administration, or related field preferred. Experience: Minimum of 5 years of progressive leadership experience in spa management, luxury hospitality, or wellness operations. Skills: Strong leadership, financial management, and sales strategy capabilities; experience with spa management systems and retail operations. Attributes: Entrepreneurial mindset, passion for wellness, commitment to luxury service standards, and ability to thrive in a dynamic environment. Working Conditions & Physical Requirements Physical Effort: Significant portions of the day require prolonged standing, walking, and performing hands-on spa treatments, including massage, facials, and other body therapies. Ability to perform repetitive hand and arm movements, including applying pressure during treatments. Capability to visually review appointment schedules, client records, and computer screens throughout the day. Physical Environment: Ability to walk, stand, bend, and move for extended periods during the shift. Exposure to spa-related products, essential oils, and treatment room environments, including humid and aromatic conditions. Must be comfortable working in a fast-paced hospitality environment with frequent guest interactions. Manual Skills Daily tasks require fine motor skills, hand-eye coordination, and physical dexterity for performing spa treatments and operating spa equipment. Significant use of hands and arms for massage techniques, product applications, and handling spa tools. Ability to use a computer and telephone for booking appointments and handling sales transactions. Work Schedule: Due to the dynamic nature of the spa and hospitality industry, team members may be required to work flexible schedules, including weekends, evenings, and holidays, to accommodate business needs. Shift durations may vary depending on spa appointments and operational demands. Safety: Responsible for adhering to hotel and spa safety protocols, including the proper handling and storage of spa products and chemicals. Ensures safe and hygienic practices in accordance with spa sanitation standards and health regulations. What can we offer you? Continuous opportunities for training and growth within the company. Create your career plan with us at Nobu Hospitality If you join Nobu, you will work in a dynamic and collaborative environment. Being part of our team means being part of a big FAMILY, where working with passion and kokoro are our core values ❤️ Additionally, we offer free psychological support and nutrition content for all our employees At Nobu Hotel Barcelona, the well-being of our employees is a priority. Enjoy free yoga classes, gym discounts and maintain a mindful and balanced diet with the best buffet-style staff dining room Competitive Salary Permanent Contract