Spa Front Office Supervisor - Mii amo

About the Role

Lead the Mii amo Spa Coordinators, Spa Attendants, Concierge, and Bell Staff to deliver an unequaled spa experience for guests. Work with other managers and supervisors to oversee all aspects of the spa and related services, including front desk staffing, reservations, locker room and pool/bell staff, SOPs, check-in procedures, and guest service. Act as additional support and cover shifts as a Spa Coordinator as needed.

Responsibilities

• Assist Front Office Manager, Spa Coordinators, Concierges, Bell Staff, and Lounge Attendants during operations, including positive reinforcement and disciplinary action when appropriate.
• Monitor and reinforce quality standards through daily feedback with employees as set by Management and Preferred standards.
• Review staffing levels for today, tomorrow, and the next day to ensure levels are appropriate given business needs.
• Assist in preparing and executing Spa Coordinator, Concierge, Bell Staff, and Lounge Attendant evaluations with Front Office Manager.
• Maintain open communication with management, employees, and guests and communicate all goals and appropriate information with spa staff.
• Maintain SOPs, Training Manuals, and operational checklists.
• Lead and monitor new hire training for Spa Coordinators, Concierge, Bell Staff, and Spa Attendants.
• Ensure proper procedures of cash handling and billing for services received are being followed.
• Complete billing adjustments to both guest bills and house accounts.
• Participate in hiring staff and ensuring proper onboarding/training for maximum efficiency in the department.
• Orchestrate all group billing and communication to coordinator team and accounting department.
• Continually update department documentation including training binder, SOP, and checklists.
• Ensure arrival preparation is complete including communication of nuggets and room moves.
• Attend Spa Coordinator, Spa Attendant, Concierge, and Bell Staff meetings.
• Facilitate daily crossover meetings and lounge line-ups.
• Work diligently to uphold facility standards by completing and monitoring completion of walk-throughs.
• Promote a team environment within the department and as a resort as a whole.
• Promote cross and upselling by team members.
• Cross-train and work within Mii amo Reservations as needed.
• Monitor and uphold facilities and rooms to Mii amo standards.
• Work diligently with Spa Supervisors to ensure effective spa operations.
• Act as MOD in absence of manager to rectify potential guest and staff issues.
• Fill in when necessary as Front Desk, Reservations, Spa Attendant, Concierge, and Bell Staff.
• Attend necessary meetings at the resort.
• Serve as a destination guest point person ensuring proper preparation, check-in, and check-out procedures.
• Act as a Maestro specialist to assist in training and monitoring that staff is following the correct procedures for data entry and correcting discrepancies.
• Support and communicate with Front Office Manager to ensure all supervisor tasks are completed on a daily and weekly basis.
• Other duties as assigned.

Supervision

• Exercised: Spa Coordinators, Spa Attendants, Concierge, Bell Staff.
• Received: Front Office Manager, Assistant General Manager, and General Manager.

Requirements

• Excellent communication skills and a working knowledge of the spa and health industry.
• Skilled in the operation of hotel Property Management Systems.
• Ability to read and interpret documents such as safety rules, operating and procedure manuals, reservation printouts, and budget reports.
• Ability to think and respond quickly to pending problems and effectively process information and prioritize tasks at hand.
• Ability to make decisions that are in the guest’s and spa’s best interest.

Physical Requirements

• 20% Sitting, 80% Walking, standing, and bending.
• Lifting/carrying up to 50 lbs.
• Hearing and manual dexterity.
• Distance vision 1-3 feet.
• Ability to drive a golf cart on occasion as necessary.