Spa Supervisor

Responsibilities

• Oversee the Spa Supervisor and Front Desk Operations
• Keep desk organized and functional
• Order all retail supplies, office supplies, gift cards, operating supplies, housekeeping supplies etc.
• Full understanding of the spa POS system including maximizing features and troubleshooting issues
• Attend webinars of new features and enhancement recommendations for the POS system
• Software and credit card terminal troubleshooting and updates
• Rectify credit card disputes
• Perform the following specific duties:
• Responsible for all front desk operational systems to ensure optimal customer experiences and Steps of Service
• Aid in entering new products, purchase orders and receivables into software system
• Aid in unpacking and distributing retail and operating supplies
• Properly open and close spa each day according to Standard Operating Procedures
• Accurately book, change and cancel spa appointments
• Acknowledge and greet everyone who enters and leaves spa facilities
• Provide detailed descriptions of spa treatments, packages, services, facility features, cancellation policy and hours of operation
• Utilize spa computers with skill and proficiency
• Answer the phone promptly and use the guest’s name throughout the phone conversation
• Actively promote the spa treatments, services, sessions and retail, as well as programs, promotions and discounts available
• Maintain eye contact when addressing external and internal guests
• Handle guests’ questions and concerns professionally and courteously
• Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction
• Maintain a clean, safe, fully stocked, and well-organized work area
• Develop the ability to work without constant direct supervision and stay at assigned area for long periods
• Maintain a positive attitude and contribute toward a quality work environment
• Regularly attend, participate in and support training and staff meetings for the spa
• Assist in all areas of spa operation as requested by management
• Communicate to management all occurrences involving team members or guests in the spa that require attention

Qualifications

• Must have enthusiasm and possess excellent customer service skills
• Must be detail-oriented and have ability to multi-task
• Ability to be efficient and productive in a fast-paced environment
• Compute accurate mathematical calculations
• Excellent communication, listening and computer skills
• Must possess excellent communication, organizational, and business skills
• Must demonstrate a professional, effective demeanor and maintain standards of excellence in guest service
• Must display the ability to work with a variety of people, remain calm and professional during stressful situations, must be able to analyze and resolve guest and/or team-related problems
• Maintain confidentiality of guest information and pertinent resort data
• Flexibility to work evenings, weekends and holidays as needed

Requirements

• High School Diploma is required
• Minimum of 2 years' experience in spa or guest service