Spa - Spa Front Desk Supervisor

The Spa Supervisor is involved in all aspects of the Spa’s Operation. He or she is responsible for providing courteous and efficient guest service from the point of arrival to the Spa through the point of departure, exemplifying the “Welcome and Well Cared For” philosophy and all Forbes 5 Star standards. The supervisor is responsible for leading by example and providing support to the team and leaders as needed. He or she will foster positive team moral as well as monitor the physical condition of the Spa and address issues. He or she will be highly visible to associates as guests; continuously monitoring the facility, equipment and cleanliness of the Spa. He or she will handle guest and associate inquiries and challenges and promote a positive spa experience/memory, while supporting the leadership of the Spa MODs. Some MOD opening and closing shifts will be necessary.

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates or guests.

SKILLS AND QUALIFICATIONS:
Essential Duties and Responsibilities include the following. Other duties may be assigned.

Front Desk:


Responsible for the guest’s first impressions of the Spa staff.


Greets guest with a smile and has the ability to communicate with diverse personalities.


Answers the phone properly using good telephone etiquette (3 rings, name usage).


Utilize spa computer systems with skill and proficiency.


Schedules and reschedules appointments keeping guests and services moving smoothly by scheduling appointments effectively.


Detect errors on the appointment book before they can cause problems in the spa. (Confirming billing abilities and confirmation emails sent)


Coordinating seamless, Forbes 5 star check in and check out for all guests.


Know and communicate clearly about the difference between the features of the spa services and their benefits.


Providing a 5 star tour and orientation to the facility to arriving guests.


Effective conflict resolution skills.


Knowledge of the entire Spa including all Spa treatments, appropriate booking order and contraindications.


Knowledge of Spa policies and able to effectively enforce the policies.


Knowledge of all Spa procedures and able to perform in an efficient an accurate manner.


Knowledge of resort, extensions, resources and VIPs.


Responsible for all aspects of Spa billing and gratuities.


Supporting spa MOD in handling all situations when a therapist calls in sick or no shows, if the appointments are scheduled on the wrong day and other scheduling errors.


Maintain a clean, safe, clean working environment in all areas.


Oversee all customer service throughout the Spa, periodically walking around the facility to insure guest satisfaction.


Forecasting guest needs (locker room supplies and F&B).


Assist Spa MODs in opening and closing the facility each day according to standard operating procedures.


Attend trainings and meetings.


Restock and maintain all front desk areas with necessary supplies.


Accurately complete all point of sale functions and accounting requirements. Help resolve accounting inquiries.


Maintain a cash bank, including smaller bills, to provide change for guests. (NO CASH DURING COVID)


To keep reception area in good order and see to the needs of the clients before they are turned over to the technician.


Perform any assigned cleaning duties within Spa Ojai as a team member.


Be willing to accept responsibility for Spa projects within or outside the scope of normal working hours.


Help teammates when they are in need, and to accept responsibilities for duties that may be assigned by management when necessary.



Supervisor:


Oversee Spa Front Desk team and Spa Housekeeping team


Quality Control of Spa Arrival/Departure/Tours/Guest Experience


Support Spa Operations Manager with schedule.


Perform regular quality walks of 1st floor and 2nd floor front of house.


Coordinate monthly inventory- communicate needs with coordinator.


Provide positive encouragement and consecutive comments to ultimately improve the level of service offered by our spa front of house team.


Establish and maintain an effective training program


Ensure 5 Star standards are trained and upheld


Inform Spa Management of performance concerns or conflicts with the staff.


Monitor OT and meal breaks- help to guide team to avoid if possible.


Assist in training of spa front desk staff


Set a positive example for all employees to follow


Enforce OVI policies and procedures as set forth by management and keep employees informed of such policies.


Oversee all maintenance of the first floor of the Spa. Perform a weekly inspection of the Spa and report any maintenance issues to Engineering via knowcross.


Handle Guest Recoveries insuring complete guest satisfaction; document in Know GLitch.


Report any Lost Items to Lost and Found process


Oversee daily locker assignments and set up


Provide positive morale and support to spa team.




Essential Qualifications:



Communication skills are articulate, open and effective.


Previous supervisory experience.


Previous spa experience.


High level of organizational skills.


Effective in establishing and maintaining a TEAM environment and encouraging such in others.


Supervisory skills show a proven ability to follow through on assignments/tasks in a timely fashion. Must be detail oriented with strong organizational skills.


Customer service and appearance to represent the property professionally and successfully.


Hands on leadership skills that will assist in the development of the front desk staff.



Essential Skills:


Ability to prioritize and organize work assignments.


Ability to be a clear thinker, analyze and resolve problems exercising good judgment.


Ability to focus attention to detail.


Ability to remain calm and courteous when dealing with challenging situations.


Ability to maintain discretion and confidentiality of all guest and Spa information.


Consistently maintain a positive attitude.



Competencies
To perform the job successfully, an individual should demonstrate the following competencies:



Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics.



Customer Service - Manages difficult or emotional guest situations; Responds promptly to guest needs; Solicits guest feedback to improve service; Responds to requests for service and assistance; Meets commitments.



Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. He or she must have an outgoing personality, be friendly, courteous and enjoy working with people.



Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Leads and Participates in meetings.



Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.



Organizational Support - Follows OVI&S policies and procedures; Completes administrative tasks correctly and on time; Supports property's goals and values; Promotes property through outside activities; Supports affirmative action and respects diversity.



Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.



Professionalism – Follows OVI&S grooming standards. Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Adapts to changes in the work environment with a professional demeanor; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. He or she must look the part, be well-dressed and groomed, with good posture and personal habits.



Attendance/Punctuality - Is consistently at work and on time and follows OVI&S attendance policy; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.



Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.



Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
College degree in health or related field. Minimum 3 years management experience in integrated health or related industry. Good communication skills and judgment, as well as the ability to direct and manage people.

Mathematical Skills
Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations to the guests and Spa best interest.

Technological and Computer Skills
To perform this job successfully, an individual should have knowledge of Internet software; Excel Spreadsheet software and Microsoft Word Processing software. Be able to operate fax machine, printer, cell phone, palm pilot, photocopier, and miscellaneous electrical and wireless equipment. Proficient in Macintosh and PC formats