Spa Supervisor (Seasonal)

Description

Position Summary

Supervises the Spa team members in assigned area(s) to ensure guests receive the highest level of service and quality on a daily and consistent basis. Areas of spa responsibility include spa treatments and providers, spa reception team, and the spa retail boutique. Ensures a clean and safe environment for all guests. Provides excellent guest service through direct interaction and communication.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Supervises subordinate personnel in the assigned spa areas. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training team members. Recommends applicants for selection. Plans, assigns, and directs work. May set work schedules. Recommends performance ratings. Recommends merit increases, promotions, and reclassification. Determines work quality expectations and sets deadlines. May be assigned to oversee department’s time and attendance records and reporting.
2. Monitors day-to-day spa operations to ensure standards of service exceed guest expectations and meet or exceed property standards. Oversees spa staff scheduling, reservations, and communications with guests on spa services to enhance operational flow and customer experience. Takes or recommends corrective action as needed.
3. Welcomes and introduces guests to facility and services available. Demonstrates a guest-driven style of leadership with a sense of urgency in interactions, execution, and recovery.
4. Works to achieve budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and acts based on that information to maximize profitability. Ensures quality and service while minimizing waste or loss of supplies to maintain profitability.
5. Ensures guests receive outstanding, consistent, exceptional service by circulating through each spa area. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints.
6. Ensures all spa and operations areas are clean and properly set up. Maintains sufficient inventory of retail items, supplies and equipment and orders as needed. Completes bi-monthly retail inventory. Ensures equipment is properly maintained. Ensures compliance with all beverage regulations.
7. Completes spa commission calculations as needed, particularly in the event that Spa Management is out, ensuring accuracy and timely submission for payroll review.
8. Orders locker room and spa supplies as needed to maintain smooth operations.
9. Oversees and manages the spa retail boutique to maximize sales and maintain proper inventory and merchandising standards.
10. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Spa Management Team to ensure weekly goals, challenges, and service standards are met.
11. Must wear non-slip, oil-resistant shoes. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
12. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. Recommends merit decisions within budget or established guidelines. Recommends promotions or reclassifications within company policy.
2. Responds to guest inquiries and coordinates special arrangements and requests.
3. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
4. Ensures that minors and intoxicated persons are not served alcoholic beverages. Notifies management of any problems resulting from guest complaints, intoxication, or disruptive behavior.

Qualifications

Qualifications (relevant experience, education, and training):

1. One to two years of increasingly responsible spa experience in hotel environment required. Prior supervisory experience desired.
2. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
3. Ability to monitor labor as required by anticipating business activity while ensuring that positions are staffed when and as needed and labor cost objectives are met.
4. Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
5. Completes required training as scheduled.
6. May require a valid CPR certificate or willingness and ability to obtain one within 30 days of employment.
7. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
8. Requires ability to learn and use POS computer systems used at the hotel.
9. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
10. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, guests and the public. Must be able to speak, read, write and understand English to communicate with management, team members and guests. Bilingual Spanish a plus.
11. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
12. Must maintain a clean appearance and professional demeanor.

Salary : $23