Guest Experience Supervisor

Company	Ivy Glam Spa & WellnessSee more
Address	Hampton, VA
Form of work	Part-time \| Full-time
Salary	$18 - $20 an hour
Category	Human Resources

Job description

About us

About us:

Ivy Glam Spa & Wellness is a brand-new luxury day spa opening soon in Hampton, VA.

Our owner and leadership team at Ivy Glam Spa & Wellness are also licensed professionals with experience in the customer service industry who recognize that employees lie at the heart of our company's success. We are looking for employees that are passionate about what they know, do, and provide to the wellness industry and those seeking self-care. If you are looking for a place that understands and respects the nuances of working in a guest service-oriented environment, and you meet the qualifications below, please send us your application. We would love to welcome you and your expertise to our team!

Company Mission

Ivy Glam Spa & Wellness is dedicated to providing a unique luxury spa experience of the highest quality through the expertise of our professionals while aligning the physical and emotional well-being of every guest.

Company Culture

We are a team of mission-guided and guest-centric professionals that strive to improve the success, well-being, and happiness of others through mutual respect, transparent communication, personal accountability, and unquestionable integrity.

Our work environment includes:

Growth opportunities
Wellness programs
Relaxed atmosphere
Flexible working hours
Company perks
On-the-job training
Safe work environment

Job Description:

The Guest Experience Supervisor is responsible for facilitating day-to-day operations and guest satisfaction. You provide the inspiration to our Support and Service teams that keep them motivated to elevate the Guest Experience. Your role is vital to the success of our operation and defines the difference between a good spa experience and a memorable one. This role ensures the staff have the tools and training necessary to excel at their daily duties and achieve the overall goals of the business. You are the liaison between the Spa Staff and Spa Operations Manager.

Duties:

Provide support with maintaining cleanliness and sanitation of the facilities.
Support the day-to-day business needs of the entire spa staff such as room turnover, linen recovery and supply, product supply, answering phones, making reservations, checking guests in and out, providing coverage for breaks, etc.
Support the daily operations such as back stock replenishment and rotation, inventory reporting, opening and closing of facilities, support guest needs, reserving services, answering guest questions, maintaining the amenities, etc.
Support the guest needs by providing educated and correct information, maintaining updated knowledge of spa offerings, services, amenities, and programs, recommending appropriate services & treatments based on guest provided information, ensuring accurate information for each guest and service scheduled, etc.
Provide support for the financial goals of the business through observation and training of staff regarding service and product recommendations based on guest needs.
Delegation of duties.
Assigning breaks.
Partner with Spa Operations Manager to develop plans for areas of opportunity regarding policies, staff, and operational improvement.
Oversight and correction of employee processes and consistency in execution.
Provide feedback to Spa Operations team regarding operations.
First line of contact for guest and employee issues.
Responsible for opening and closing facility as scheduled.
Responsible for oversight of POS systems, cash tills, and inventory/ cash discrepancies.
Facilitate training and orientation for new hires - as delegated by Spa Operations Manager.
Maintain a professional appearance and demeanor at all times.

This job description is not intended to be all-inclusive. The employee may perform other related duties to assist with the ongoing needs of the organization.

Professional Qualifications:

Technologically Proficient
Familiarity with Google and Microsoft Operating Systems.
At least 3 successful years in a leadership/ management role.
Cash handling experience.
Inventory process and discrepancy reconciliation experience.
Conflict remediation and resolution.
Leadership training
Guest service & issue resolution experience.
Hospitality or Spa experience.
Understanding of Sanitization and Sterilization policies for spa environments.

Personal Attributes:

Must work well with peers and superiors to support a seamless Guest Experience.
Understands and is able to deliver anticipatory service.
Punctual.
Perform professionally in high-stress, fast-paced environments.
Problem solving, able to manage potential conflict well and make win-win decisions when required.
Passionate about your career and profession.
Willingness to learn.
Ability to be flexible, adapt quickly to change, and pivot priorities.
Detail oriented with strong communication and organizational skills.
Guest-centric acumen
Time management and the ability to effectively prioritize responsibilities.
Accountable and transparent.

Must be able to:

Walk/ stand for long periods of time.
Bend, crouch, squat and/ or kneel repetitively.
Lift up to 50 lbs.
Work during peak business hours (weekends, evenings, someholidays)

Additional experience and attributes that will make you stand out:

Knowledge of skincare products, ingredients, and their specific uses
Previous experience in a spa, skincare clinic, or beauty industry.
Janitorial or custodial experience.
Understanding of hygiene and safety guidelines for spa environment.
Passionate about providing great customer service.

If you are a passionate Guest Experience Supervisor who enjoys delivering top notch services to clients in a professional spa setting, we would love to hear from you. Join our team and take your career to the next level!

Job Types: Full-time, Part-time

Pay: $18.00 - $20.00 per hour

Expected hours: No more than 40 per week

Benefits: