GENERAL SUMMARY
This Spa Supervisor is responsible for the overall operations of the spa front desk. This includes oversight of all spa reservations, group sales, client record keeping, point of sale transactions, gift card transactions, cash handling procedures, guest service, staff scheduling, and ongoing staff education.
CORE SCOPE OF POSITION
Ensures the Viejas guest service experience for guests by maintaining the standards at all times.
Adheres to company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
Creates a team approach with spa receptionists and support staff in order to service all groups with accuracy and professionalism.
Hires, trains, and schedules front desk staff in accordance to business demands and budget.
Coaches and counsels staff to uphold policies.
Acts as liaison with Call Center and hotel front desk properties, if applicable.
Monitors guest satisfaction and reports any concerns or methods for improvement to Spa Director.
Provides excellent customer service and monitors guest feedback through the use of comment cards and other customer care techniques. Supervises and follows up on guest requests and comments.
Creates and maintains services in spa computer systems.
Maintains updated member listing (if applicable) and encourages staff to learn about the members.
Assists Spa Director with general spa marketing and public relations strategy.
Assists with the development of a comprehensive sales plan for groups visiting the property.
Attends pre-cons as needed.
Assists with coordination of spa events for the purpose of sales generation and community awareness.
Submits all paperwork and financial reporting.
Oversees the billing for the group business.
Assists with the creation of a calendar of events (both onsite and offsite) for the spa.
Ensures that the spa is successfully positioned within the respective marketplace by assisting on the completion a competitive analysis and determining strengths and weaknesses of all significant competitors.
Responsible for visiting local businesses and resort/historical area to ensure spa collateral is available and current.
Assists with the booking of outside prospects such as new local group business including corporate, personal, and bridal.
Prepares any incident or accident reports and forwards them to the Spa Director.
Supervises effective daily operations including opening and closing procedures, facility inspections, linens, and general facility maintenance.
Works with spa leadership as a steward to the facility to ensure areas are clean, safe, and well maintained.
Ensures appropriate facility supervisory coverage through use of a Manager on Duty (MOD) system and participates in Manager on Duty (MOD) schedule.
Performs other duties assigned.
FOUR STAR AND FOUR DIAMOND SERVICE COMMITTMENT
All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.
LEADERSHIP
Is a role model of the Viejas’s service culture.
Leads by example and creates strong morale and engagement in his/her team.
Communicates company and departmental goals and fosters open communication across the department.
Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
Manages conflict effectively; listens and assesses situations; takes action to resolve.
INTERACTION
SUPERVISION
EDUCATION/CERTIFICATION
High school diploma or General education degree (GED).
Bachelor’s degree preferred in area of hospitality, exercise science, health education, business or related field.
EXPERIENCE
1 to 2 years of experience in hospitality industry, preferably in sales capacity.
Experience with professional spa services and treatments preferred.
Experience with event planning preferred.
KNOWLEDGE AND SKILLS
Creative in marketing and promotion, sales oriented.
Effective leadership skills and a strong work ethic.
Excellent customer service skills.
Efficient, well organized, and able to handle a variety of duties simultaneously.
Energetic, enthusiastic and motivational.
Professional manner, discretion, and appearance.
Excellent verbal and written skills.
Must be flexible to work different shifts, evenings, and holidays.
Required Skills Required Experience