Spa Supervisor - Rancho Palos Verdes - Terranea Resorts

Description

Overview
To oversee and support the Spa Operations. Being a point of contact and leadership for desk operations and the spa as a whole. Responsible for quality control, cleanliness and mechanical condition of the Spa. A key component of position is training development in desk knowledge of services, and most important to the position is excellence in delivering guest service. Involved with hiring process, performance evaluations and coaching/counseling. Assist in overseeing entire Spa as MOD.
Responsibilities

• Provide leadership to all Spa associates
• To maintain operating standards as outlined in divisions SOP guidelines as well as following Five Star and Five Diamond standards.
• Be an active member of the spa management team.
• Responsible for scheduling, timesaver edits.
• An understanding and ability to assist and help in each department of the spa.
• Must be able to develop and maintain a relationship with vendors and groups to ensure maximum success of the spa and resort.
• Understand and be well versed in the spa and resort.
• Maintain all standards such as uniform, retail, protocols, and all other with the highest integrity not only in the spa but around the resort and to/from your car. Be an example to the staff. Ensure staff compliance.
• Read and write SOP's and follow guidelines. Update as needed. Ensure staff understanding and compliance.
• Attend the following meetings as required, but not limited to: Daily line-ups, Departmental, Pre-cons, Division, Weekly staff meeting.
• Hold Spa meetings and trainings as necessary. Orientation and training of new staff members.
• Effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy.
• A spirit of teamwork. Willingly accepts additional responsibilities and tasks. Communicate needs and ideas to upper management.
• Disseminate daily information regarding VIP's, group activities, operational issues and general news to appropriate staff.
• Do daily walkthrough paying attention to the "details" and assuring impeccable cleanliness.
• Ability to execute all services on the menu where a license to perform is possessed. Uphold integrity of service with staff.
• Ability to answer phones and assist guests at desk holding a desk shift if needed. In addition, ability to troubleshoot any scheduling issues on the spot. Ability to give a tour to a guest or to a VIP.
• Contribute to the betterment of the desk operations by offering guidance to line employees when needed.
• Utilize systems in place to check retail sales for each service provider to ensure they are meeting targets.
• Full working knowledge of spa, wellness and fitness treatments programs and products. Maintain knowledge of financial planning, forecast, labor, payroll, hotel features and services.
• Manage ordering and inventory process of spa treatment rooms, dispensary, linen, and spa professional supplies/products to capture full revenue potentials and ensure a successful spa operation.
• Assist spa retail coordinator with retail products needed to order to ensure a never-out philosophy.
• Develop and uphold retail sales process and goals for at- home care for all service providers.
• Oversee and understand the spa reservations pickup on an ongoing basis as well as communicate directly and regularly with the spa group sales coordinator in order to maintain proper staffing levels in SpaSoft. Changing provider schedules as necessary to maximize daily revenues in accordance with the budgetary guidelines.
• Staffing: Ability to interview and select excellent staff to create a leading service and treatment presentation. Motivation of staff to perform at their highest abilities. Responsible for performance evaluations and disciplinary procedures.
• Perform Special projects or assignments as assigned by Spa/Hotel Management.
• Instill a sense of safety and awareness within staff. Oversee the upkeep of the safety and MSDS binders for massage and esthetics.

Additional Duties & Responsibilities:

• Must be able to satisfactorily communicate English with guests, management, and other associates to their understanding. Additional foreign language a plus.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to provide legible communication.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to speak effectively before groups of customers or employees of organizations
• Knowledge of holistic health, fitness, nutrition, body treatments, the systems of the body, general health conditions, skin care, and contraindications is preferred. Ability to translate this knowledge into understanding of what the guest wants and translate that.
• Effectively manage many personality types. Implement a calm environment when under pressure.
• Do whatever it takes attitude, willing to work extended hours and deal professionally with staff and guests. A common sense approach in conveying ideas, responsibilities and policies with guests and employees. The ability to smooth over problems and create a sense of satisfaction to the guest and employees.

Qualifications

• Ability to multi-task , prioritize, and organize work assignments and special projects
• Ability to compute basic mathematical calculations. Ability to decipher various reports. May need to create reports upon request.
• Weekend availability. Schedule for this position is not set. Must be able to flex schedule based on business demands.
• Strong communication skills and proven leadership qualities. Ability to evaluate performance of staff and follow up with corrections where needed.
• Must have strong customer service skills. Ability to deal with problems involving clients and operational issues maintaining a positive attitude.
• Must have ability to prioritize and organize work assignments
• Must be able to work effectively in stressful, high-pressure situations

Experience, Education, & Licensure:

• Minimum two years' experience in a Spa environment preferred.
• Minimum two years' experience in a leadership position preferred.
• College education preferred.
• P.R. certification, computer experience required, Spasoft experience preferred.

Compensation:
Base Pay Start Rate: $25.88/Hr.
We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match