Spa Operations Deputy Manager

at  The Belfry

The Belfry Hotel & Resort is an award-winning hotel, home to 300+ luxurious bedrooms and suites, several restaurants and bars, events and meetings spaces, a leisure club and spa. Our three golf courses, including The Brabazon, are recognised as world-class, and home to this year’s Betfred British Masters. Whether you’re drawn to our iconic golf courses, the serenity of the spa, the excitement of guest services, or our behind-the-scenes operations, there’s a place for you in our vibrant team.
We are writing a new and exciting chapter in the history of The Belfry. A major expansion and renovation project has begun at our resort, due for completion in Autumn 2025. With a substantial investment in excess of £80 million, we are enriching our resort including the addition of a new event space, The Masters Suite, 149 extra bedrooms, a state-of-the-art leisure club, and much more.
We believe in taking care of our team just as much as we do our guests. That’s why we were named in the 2024 Caterer’s Top 30 Best Places to Work, as well as Springboard’s 2024 Best Employer. So, join us on our journey as we unveil a new and unparalleled resort.

OUR VALUES

Working here is more than ‘just a job’: we are a community that values each individual’s contribution and growth, whilst supporting each other’s success - regardless of department or role. Our Belfry Beliefs – Make a Difference, Own Our Actions, Better Together, and Deliver Every Day – aren’t just words; they’re the foundation of our culture and the essence of who we are.
If you’re seeking a place where you can contribute, grow, and have a lasting impact – then the Belfry Hotel & Resort is the place for you.

Work-life balance is important to us here at The Belfry. You will be given a 40 hour per week contract. Although we can offer flexibility around hours and shift patterns, we do require availability at weekends. If any additional hours are worked we will give you time off in lieu, although paid overtime may be made available at peak times.

Duties include:

• Create and maintain relations with spa guests and members through having an active presence in spa reception and other key guest areas.
• Maintain consistent guest satisfaction through collating guest feedback received from hotel surveys and communicate this with team, implementing changes or training where necessary.
• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised. Record any grievances and follow up accordingly, liaising with the general manager and duty manager where necessary.
• Conduct spa tours for VIPs, journalists and prospective members in the absence of the Spa Manager. Act as an Ambassador for the spa at all times.
• Drive and monitor spa performance through KPIs, linking results with sales and marketing activities.
• Communicate and discuss KPI’s with the spa department team, ensuring this is filtered down effectively with targets to the spa reservations team.
• Provide leadership, direction and support alongside the Spa Manager to the employees of the Spa to develop a highly motivated team, who can deliver excellent standards of service in all areas.
• To assist in the recruitment, induction, training, development in tandem with the HR department.
• Assist the Spa Manager in developing an annual training plan for the department and ensure that all employees are trained and developed to meet the needs of the business in line with ESPA standards.