Spa Front Desk Supervisor - Boca Raton, United States - The Boca Raton

Description

Job Description

Summary

Responsible for supervision of day-to-day Spa Operations at the spa front desk and salon. Responsible for delivering an unparalleled level of service and unequaled spa experience.

Serves as the supervisor, trainer, and lead for all spa reception agents (concierge), salon lead and salon providers to ensure a positive, productive, and profitable operation of the spa and salon. These items are to be conducted in a professional and efficient manner with a high level of expertise. Pertains to specific areas of the spa with direct interaction with locker room Supervisor, Attendants, Stylists and Nail Technicians in accordance with the Boca Raton Resort & Club standards

Essential Functions

Job duties include, although are not limited to:

1. Maintain established resort and departmental policies, procedures, standards, and objectives.
2. Adhere to Club Rules & Regulations.
3. Maintain a cooperative and professional work relationship and team attitude with members, guests, and staff.
4. Adhere to industry code of ethics; shall not enter gainful employment with a member or guest (i.e., do not solicit or conduct personal business with a member or guest as a private client).
5. Deliver Forbes Five Star service standards and protocols as outlined within the Job Scope 100% of the time while scheduled.
6. Adhere to all resort guidelines and policies including but not limited to proper entrance and exit of the spa through the Associate entrance.

Operational Duties

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

1. Provide strategic information in regard to system operations for the front desk.
2. Supervise spa front desk staff.
3. Assist with the development of Standard Operating Procedures for the Front Desk and Salon.
4. Assist with the development of training programs.
5. Monitor call capture, concierge productivity and audits to ensure high performing, quality service transpires in a timely manner.
6. Maintain a high physical presence in the Spa especially at the front desk and lockers (in the absence of the Attendant Supervisor)
7. Monitor interdepartmental meeting submitting meeting results to Spa Operations Manager.
8. Prepare and lead concierge meetings on a monthly basis to include training.
9. Form inter-departmental quality assurance programs and reinforce quality standards through daily feedback with staff.
10. Evaluate appearance of the spa, facilities, staff and facilitate action plan when necessary.
11. Evaluate and maintain supplies for front desk and salon.
12. Lead spa tours for guests.
13. Identify potential problem areas and facilitate response action.
14. Orient and train new concierge team members in accordance to Spa Operations Manual
15. Handle assigned projects from Spa Director and Spa Operations Manager through to completion.
16. Respond to all member and guest concerns in a prompt, professional, calm, and courteous manner.
17. Respect guest confidentiality
18. Establish and maintain a cohesive team.
19. Lead by example in regards to work ethic, philosophy and guest relations.
20. Maintain participation in educational conferences, current literature, workshops and meetings
21. Performs other related duties as assigned or requested

Internal Relationships

Spa Concierge, Spa Leadership

External Relationships

Club Members, Resort Guests & VIPs

Qualifications, Education/Experience Requirements

To successfully fulfill this position, the candidate must have a minimum of 2 years supervisory experience preferably in a spa setting. In depth knowledge of spa services and industry trends. High School Diploma or GED, excellent communication skills (English), ability to think and respond quickly to issues or guest needs, ability to handle multiple tasks, computer literate, CPR/AED Certified and attention to detail. Excellent interpersonal, organizational, and professional skills. Must be flexible and adapt easily.

Prior spa supervisory experience. Skilled in computerized spreadsheets, inventory, POS, experience in a resort or private club setting, and/or wellness-related field, experience with Spa Software

Physical Requirements

Prolonged extensive standing/walking. Heavy physical effort will be required on a regular basis. Considerable reaching and pushing. Be able to lift/carry loads up to 40lbs.