Spa Operations Manager

Your Purpose

In line with the company strategy, reporting to the Head of Spa, the role of the Spa Operations Manager is responsible for the optimization of the Spa operation (operational processes, customer service, quality assurance, technology and systems, inventory management, personnel, training) by driving efficiency, delivering the optimum experience to our guests whilst maximizing revenue.

Your Impact

• Oversees and is responsible for the onboard operations related to the MSC Cruises fleet;
• Supports all Travelling Supervisors onboard Managers, providing ongoing coaching, mentoring and training;
• Is responsible for the planning and scheduling of Travelling Supervisors and onboard Managers;
• Analyzes operational processes identifying gaps and areas for improvement, developing plans and strategies to optimize operations;
• Manages the execution and timeline of updates and the creation of standard operating procedures to improve efficiency and elevate the operation;
• Oversees the creation and execution of training modules to the onboard teams related to updated procedures;
• Communicates to relevant onboard and shoreside departments related to updated procedures;
• Ensures the correct communication and implementation of updated and new operational procedures to the relevant shoreside and shipboard teams;
• Proposes system updates and enhancements related to our onboard systems;
• Ensures the execution of administration duties; data preparation files, updating and maintaining system records and settings;
• Project management (planning, execution and monitoring) of upcoming and ongoing initiatives and projects;
• Develops action plans to successfully achieve company goals and targets;
• Collaborates with various departments to gain feedback and insight to improve processes and implement new initiatives;
• Interacts with the onboard management and different departments to increase guest satisfaction and drive revenue.

Your Journey so far

• +5 years managerial experience within a SPA ideally in a (large) hospitality (or resort) complex or in the cruise line environment;
• +2 years customer service experience;
• +2 years training experience to a large population.

Your Essentials

• Fluent English. Any additional language is an advantage;
• Great Excel and analytics skills.
• Proven success of achieving targets;
• Project management experience;
• Strong inter-personal and communication skills.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!