KARIAPPA K. K

Wellness & Recreation - Manager

Shangri-La Hotel, Bengaluru

01.2015 - Current

Tasked with reorganization and reconstruction of the departments; this included increasing productivity, budgeting, contract negotiation as well as staff management and recruitment
As service manager of spa and health-club department, responsible for drafting of marketing plan which was heavily focused on ROI as well as strategizing to achieve expansion on a limited budget
Responsible for ensuring that customer enquiries are resolved at first point of contact unless specialist knowledge is required
Organizing promotions and spearheading marketing efforts by setting up displays and educating customers and employees on promotions or specials
Acting as liaison to other revenue centers on property, and professionally represent the facility
Required to lead and motivate staff to achieve LQA five-star standards, operational goals and exceed guest expectations
Ensure that service standards are kept at a high-level for guests by maintaining the standards set SOP’s, Core Values and Brand Promises
Ensure the staff is fully knowledgeable on the use and benefits of services, products, programs, and activities by conducting regularly scheduled staff meetings and training workshops
Assess all employees’ progress continually, train employees with positive reinforcement and disciplines fairly and consistently, participate in annual performance evaluations, and assist in the termination process when necessary
Provide excellent customer service and monitor guest feedback through the use of comment cards and other customer care techniques and surveys
Worked closely with the Director of Rooms, Wellness & Recreation to execute effective marketing and public relations strategy and business plan in a timely manner
Ensure fiscal responsibility through efficient scheduling of staff and make necessary changes to stay within budgetary guidelines
Ensure the successful integration of the Wellness & Recreation facilities into the overall operations of the resort
Provide necessary financial information to the Director of Rooms, Wellness & Recreation for accurate reporting of daily sales and financial performance
Ensure that financial goals are attained by developing and implementing a retail sales plan and establish service and retail goals for staff and provide guidance on how to achieve them
Develop and maintain accurate maintenance procedures and checklists through routine preventative maintenance and repair
Maintain a monthly inventory of supplies, equipment, and products
Create a team of service providers to meet all aspects of professionalism and service demands
Specify and control efficient usage of professional products & resources for all services by completing a service cost analysis and implementing an inventory control system
Ensure an effective inventory system with the par stock levels implemented for spa equipment and supplies
Ensure compliance with all state licensing and health requirements. Provide reservation procedures using spa software or a manual reservation system.

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